07 / 11 / 2013 11.26am
Rt Hon Ann Clwyd (MP for the Cynon Valley) and Professor Tricia Hart, (chief executive, South Tees Hospitals NHS Foundation Trust) were commissioned by the Secretary of State for Health to lead the review. It came as part of a response to the Francis report, which highlighted that complaints are a warning sign of problems in a hospital.
As part of the process the report authors engaged with patients, their carers and representatives, staff, managers and other organisations involved in handling patient complaints. They received 2,500 responses about how trusts currently handle complaints.
The report, Putting patients back in the picture, made recommendations which aimed to improve the quality of care, address the causes of dissatisfaction, improve access and responsiveness of the complaints system and ensure that hospitals adopt an entirely new attitude to complaints. It also considered issues such as raising concerns and appraisals.
What does this mean for employers?
Putting patients back in the picture called for a major revolution in how complaints are currently dealt with. It called on NHS boards to lead this change with the support of the whole system.
The report included pledges by representatives of 12 leading bodies, that will influence the NHS to take action in response to the review's findings. NHS Employers and the NHS Confederation have both made pledges.
The Government issued its full response to Francis in November 2013. It included a response to the Clwyd-Hart recommendations. Trust chief executives and boards will be expected to take personal responsibility for complaints, for example through signing off letters and through an update at each board meeting. Detailed information on complaints and the lessons learned will be published quarterly. CQC will look at how well a Trust deals with complaints the Ombudsman has committed to expand the number of cases she considers.
We will work with employers, staff and staff-side representatives to promote the outcomes from the national review.
More details and the full Clwyd-Hart report are available on the Department of Health website.
Access our resources for employers about raising concerns.