Public services ‘must learn from Stafford hospital scandal’

Posted 15/04/2014

The BBC has reported that a committee of MPs has stated that the public services still need to learn lessons from the Stafford Hospital scandal on how to handle complaints.  

In a report called ‘More Complaints Please!’ The Commons Public Administration Select Committee (PASC) has asked for changes including having a minister with responsibility for complaints handling.

The report highlights that the NHS failed to “hear both the complaints of patients and their families and the complaints of their own staff“, leading to “unspeakable disaster” at the hospital, run by the Mid Staffordshire NHS Trust.

A government spokesman said: “We are committed to improving public services. The tragic events at Mid-Staffordshire were a turning point for the NHS and the Francis Inquiry showed just how important it is that there is an open and transparent culture where complaints are listened to, and action is taken to improve services – we are committed to taking this vital agenda forward.”

Carole Watts, a medical injury solicitor at Ashtons Legal, comments: “The findings of the PASC report are to be welcomed as improvements to the NHS complaints process will benefit both patients and hospitals. 

It is vital that complaints made by patients and health professionals are listened to, and the appropriate action taken, to ensure that lessons are learned and patient safety improved.  

Hospitals themselves can only benefit from having a clear and robust complaints process as it will enable them to investigate concerns properly and take the appropriate steps to improve standards to help prevent tragedies such as that at Mid Staffs from occurring again.”