All public services must learn lessons from Mid Staffs on handling complaints, MPs say

Lessons from the “shaming” case of Mid Staffordshire NHS Foundation Trust, where failure to listen to patients and staff caused “unspeakable disaster,” need to be learnt across the NHS and the whole of public services, says a parliamentary committee.1

Good public services risk being “poisoned” by poor handling of complaints, says the House of Commons Public Administration Committee, which has launched its inquiry in the wake of Robert Francis QC’s report on Mid Staffordshire.

“The shocking collapse of care at [Stafford] Hospital, and the exposure of the failure of the Mid Staffordshire NHS Foundation Trust and NHS …