A more open and honest culture is needed within NHS Wales if the handling of complaints is to improve, according to the National Assembly’s Health and Social Care Committee.
The Committee heard that people admire and value the NHS, and that in the majority of cases, their experiences are positive. However it was concerned to hear that when things do go wrong, there appears to be a culture of “lockdown” within NHS Wales. The Committee recognises the steps that many local health boards and NHS trusts in Wales are taking to improve complaints handling, though witnesses described a complaints process still characterised by a sense of defensiveness from staff handling complaints, and fear from staff, patients and relatives wishing to raise them. The Committee has called on the Minister to require all local health boards and trusts to take immediate steps to ensure that all staff are encouraged and supported to raise concerns without fear of reprisal, and to ensure that concerns receive an adequate response.
The Committee believes that strengthened accountability and leadership are essential to ensure that all complaints are handled properly and that lessons are learnt so that services can be improved. It has called on the Minister to identify mechanisms to raise and maintain complaints’ status within local health boards and trusts, and to ensure that complaints handling performance is effectively measured and monitored.
“The Committee recognises that the overwhelming majority of people’s experiences of NHS Wales are positive,” said David Rees AM, Chair of the Health and Social Care Committee.
“But we believe that, on the rare occasions when things go wrong, the way complaints are handled needs significant improvement.
“Complaints should be treated openly, transparently and in a timely manner. Those making complaints, whether staff or patients, should feel able to do so without fear that their careers or care could be adversely affected as a consequence.
“We welcome the evidence we heard that many health boards and trusts are already trying to bring about the culture change we believe is required, but there is more which should be done to make what is already a difficult time for all involved much less distressing.”
The Committee has set out its main findings in a letter to the Minister for Health and Social Services and will revisit the issue before the end of this Assembly in 2016 to find out what progress has been made.
More information about the Health and Social Care Committee can be found here.
More information about the inquiry into NHS complaints processes can be found here