News Roundup [abridged Versions Appear In The Paper Journal]

NHS complaints system is letting patients down

BMJ 2005; 330 doi: (Published 17 March 2005) Cite this as: BMJ 2005;330:618
  1. Zosia Kmietowicz
  1. London

The NHS is failing to learn from its mistakes and offers a poor complaints procedure for patients. It is difficult to understand and often intimidating, says the health service ombudsman for England, Ann Abraham. In her annual report, Ms Abraham criticised the complaints system for poor leadership and for failing to put patients at the centre of its service.

Fragmentation of the complaints system, with separate procedures for health and social services, makes it even more difficult for patients who use both services to raise grievances. They often have to go through three different …

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