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THE BIG QUESTION

The big question: do nurses need more guidance on dealing with patient complaints?

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An independent report has called for a “revolution” in the way the NHS handles complaints.

The report has made a raft of recommendations aimed at addressing the causes of complaints, improving access to the complaints system and ensuring hospitals adopt an entirely new attitude to complaints and whistleblowing.

It is the result of a review chaired by Ann Clwyd, Labour MP for Cynon Valley, and Professor Tricia Hart, chief executive of South Tees Hospitals NHS Foundation Trust and a former nurse.

They took the unusual step of securing undertakings from key health organisations to ensure that action will be taken within the next year.

The Royal College of Nursing has agreed to produce a short guide/advice sheet for nurses by spring 2014.

Do you agree that the handling of patient complaints needs an overhaul?

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Readers' comments (1)

  • michael stone

    'Do you agree that the handling of patient complaints needs an overhaul?'

    Complaining 'to the NHS' can result in anything between a decent experience and an 'absolute nightmare' - the problem, is the 'imposition of process' by organisations, and the way 'process' is almost always incapable of either 'reasonable speed' or of dealing with the really unusual.

    Of course it needs changing - if it can be changed, is a different issue !

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