NHS failings aggravate distress over blunders

http://www.guardian.co.uk/society/2012/nov/09/nhs-failings-blunders

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The NHS is adding to the distress of patients who have suffered because of staff blunders by handling their complaints badly, for example by not explaining what went wrong, the health service ombudsman warns. The number of patients and relatives complaining about the NHS in England failing to acknowledge mistakes jumped by 50% last year from 1,014 to 1,523. Complaints about trusts providing poor explanations also rose sharply, from 1,163 to 1,655 – up by 42%. Complainants dissatisfied with the explanation the NHS organisation had given them also increased, from 1,362 to 1,542 (up 13%), according to the latest annual report into the NHS's handling of complaints by the parliamentary and health service ombudsman, Dame Julie Mellor.

"All too often the people who come to us for help are unhappy because of the careless communication, insincere apologies and unclear explanations they've received from the NHS. A poor response to a complaint can add to the problems of someone who is unwell, struggling to take care of others or grieving", said Mellor. "The NHS needs to get better at listening to patients and their families and responding to their concerns."

Too often the NHS's response to a complaint about mistakes by its staff "gets it wrong" by, for example, using "equivocal language and sitting on the fence; getting key facts wrong; using technical language without appropriate explanations; fake apologies, for example 'I'm sorry you feel the care wasn't good enough'," the report adds.

Mellor cited the case of one relative denied the chance to be with their mother as she passed away who was later told: "Death is rarely an ideal situation for anyone. I accept you would have liked to have been there in those last few minutes but in practice this is so hard to achieve and like life itself is left to chance. Truth be told your mother probably said her goodbyes long before the final moments."

Dan Poulter, the health minister, said planned changes to the NHS constitution, including a new right for complaints to be acknowledged within 72 hours and enhanced rights to ensure complaints are handled openly, would help improve the situation.