Background and introduction
In the White Paper, 'Our Health, Our Care, Our
Say', the Government made a commitment to implement a single,
comprehensive complaints process across health and social care
services by 2009.
In June 2007, the Department of Health
produced a consultation document, 'Making Experiences Count' (MEC),
which set out its proposals for a new, more comprehensive and
personal approach, with a focus on better resolving and learning
from complaints.
The response to the consultation, published in
February 2008, confirmed that the respondents were overwhelmingly
supportive of changing the system and closer working between
different organisations.
‘Early adopter’ programme
In early 2008, we were invited to take part in
the ‘early adopter’ programme being introduced to support the
development of new these arrangements.
Other organisations selected include at least
one from each of the 10 strategic health authorities across
England, made up of a cross-section of NHS trusts, mental health
providers and local authority social services departments.
The first phase of the programme ran
from April–September 2008, with new
legislation introduced in April 2009. Amongst a number of changes,
The Healthcare Commission no longer has any role within the NHS
complaints procedure and instead you will need to approach
the Parliamentary and Health Service
Ombudsman.
Our own complaints and
feedback policy has also been revised.
More information about the changes to the
NHS complaints procedure can be found on the Department of
Health's website, along with more information about
the Making
Experiences Count programme.
A further consideration is that as the only London-wide NHS
trust, it would not be sensible to establish a different way of
working in only one or two areas of London. We also wish to build
on our strong relationship with other care providers.