Could do better - ombudsman verdict on how the NHS handles complaints

Health Service Ombudsman Ann Abraham says there needs to be clearer and more consistent handling of complaints across the NHS.

In her first annual report on the NHS handling of complaints, she says that poor complaint handling can make difficult situations worse for patients and their families. And it means that opportunities to learn and improve are lost.

Of nearly 16,000 complaints closed by the Ombudsman in 2009/10, 44% were about hospitals, making this the largest group complained about.

Next largest were GPs, with 17% of the complaints.

The two most common reasons for patients to be dissatisfied were failings in clinical care and treatment, and the attitude of staff.

The Ombudsman’s report is available at: http://nhsreport.ombudsman.org.uk/

19th October 2010