RCN comments on Ombudsman report on NHS complaints

Published: 09 November 2012

Under embargo 00:01 9 November 2012
RCN comments on Ombudsman report on NHS complaints

The Royal College of Nursing (RCN) today commented on a report by the Parliamentary and Health Ombudsman. The report concluded that many patients and families experience poor communication from the NHS and that further work is needed to improve the NHS’s handling of complaints.

Dr Peter Carter, Chief Executive & General Secretary of the RCN said:

"The NHS and its staff, in common with other large organisations, can make mistakes. Sadly, when mistakes are made in a health setting they can be particularly distressing for patients and their families. This report shows that too often those mistakes are compounded by the poor handling of complaints. Sometimes they’re simply ignored or dismissed, and other times the lessons are just not learned. The NHS as a whole needs to take on board complaints, just as it needs to heed its staff when they blow the whistle on poor care. It may be that the increase in number reflects a growing willingness to complain on the part of patients and relatives, and this should be welcomed. However, it is important that complaints are made at the earliest possible opportunity so that they can be fully investigated, and all staff need to know and support the processes which are in place.

“The RCN believes that good communication is at the heart of good nursing. The RCN is playing its part to strengthen the communication between staff and patients by working with the Royal College of Physicians to improve ward rounds in acute hospitals, which can otherwise be a confusing experience and a lost opportunity for patients. The NHS as a whole needs to make a concerted effort not just to improve communication in general, but to systematically make improvements when things go wrong.”

Ends

Notes for Editors

1. For further information, please contact the RCN Media Office on 020 7647 3633, press.office@rcn.org.uk or visit  http://www.rcn.org.uk/newsevents/media
2. The Royal College of Nursing (RCN) is the voice of nursing across the UK and is the largest professional union of nursing staff in the world. The RCN promotes the interest of nurses and patients on a wide range of issues and helps shape healthcare policy by working closely with the UK Government and other national and international institutions, trade unions, professional bodies and voluntary organisations