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NHS complaints system attacked
MINISTERS are facing further pressure over a new NHS complaints system which has been heavily criticised amid claims it will fail to properly investigate problem services.
From April NHS trusts will take the lead in investigating complaints about themselves.
Patients dissatisfied with their responses will be able to complain to the NHS ombudsman but there are concerns that this will lead to a massive backlog of cases, while many could fall by the wayside as people give up hope of finding a resolution to their concerns.
Keighley MP Ann Cryer has laid down a motion in Parliament calling on the new Care Quality Commission, which will replace the Healthcare Commission, to ensure NHS trusts act upon complaints and impose sanctions if they fail to do so.
Her move comes in the wake of a complaint by constituent Norma Scott, of Ilkley, who faced major obstacles in ensuring changes were made at Airedale Hospital after an investigation following the death of her father war veteran John Farrow, of Addingham, near Ilkley, in March 2006.
Unable to feed himself and given the wrong food, he became malnourished. Staff said they were too busy to help and he developed ulcers and blisters in his mouth which made it difficult even to drink.
She was unable to speak to a specialist for nearly two weeks after his admission. He died aged 84 from heart failure and renal problems.
She was so incensed by Airedale's response to her complaints that she contacted the Healthcare Commission which upheld her criticisms and drew up an 18-point action plan calling for urgent improvements at the hospital.
Mrs Scott said she was pleased about the motion which has been so far backed by 35 MPs although she was disappointed it had been signed by only one Conservative.
"I hope more MPs will sign it and bring it to the public's attention," she said.
Mrs Cryer said: "I am supporting Mrs Scott in whatever way possible to help with her complaints."
In its latest report last month, the Healthcare Commission said it had found fault with about one in three complaints investigated by NHS trusts, referring half of these back for further work.
It found investigations lacked thoroughness and care for the complainant and failed to address all the issues. They were reluctant to apologise or show improvements had been made.
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Tuesday 22 May 2012
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