|Every country must make sure
that people get help when they are ill.
Everyone has a right to complain
In the United Kingdom
They want to make it easier for people complain
National Healthcare System (NHS) in the UK issued a report which calls for wide changes in the complaints procedures in the UK. The key health organisations will be controlling its implementation the following year, making sure it will bring expected changes in the way the NHS is handling the objections nowadays.
Care Quality Commission (CQC), Monitor-the sector regulator for health services and NHS England came up with almost 30 actions to improve the complaints culture in the NHS. Such actions will be for example establishing a new guidance for nurses or reviewing training and education on complaints proceedings.
“We have given patients and their families a voice in this report, and their message to the NHS on complaints is clear. The days of delay, deny, and defend must end, and hospitals must become open, learning organisations. Our proposals put patients firmly into the driving seat at every level as never before, and we now expect to see progress within 12 months’ time,” expressed a NHS representative.
More than 1 200 deaths of people with intellectual disabilities are caused by a failure of healthcare systems in the UK every year. Our member organisation Mencap therefore hopes this report will bring a positive improvement in caretaking of people with intellectual disabilities.
“Since 2007 we have worked with close to 100 families who have lost loved ones with a learning disability, supporting them to seek justice through the NHS complaints process, the inquest system and professional regulatory bodies, ” said Janine Tregelles, chief executive, Mencap. “Families have found the complaints process slow, bureaucratic and defensive. Many have been bereaved in traumatic circumstances, yet have waited years to reach some form of justice for their loved one. This culture of delay and defensiveness means the NHS has been failing to learn lessons and take the steps needed to prevent further avoidable deaths and serious incidents,” she added.
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