MPs Say Complaint Handling Lessons Needed

A committee of MPs has said that public services still need to learn how to handle complaints in light of the Stafford Hospital scandal.

It is claimed that concerns about the hospital, raised by local doctors and patients, were ignored.

Examining the incident the Commons Public Administration Select Committee (PASC) has said that a number of changes need to be made including the appointment of a minister responsible for handling complaints.

The Committee recommends that the Government should:

• appoint a minister for Government policy on complaints handling to provide leadership from the top

• ensure the Cabinet Office review of complaints handling changes attitudes and behaviour at all levels in respect of complaints handling

• ensure ministers themselves investigate complaints MPs raise with them, and that is not be delegated (which contributed to ministers’ blindness about Mid Staffordshire NHS Foundation Trust)

• create a single point of contact for citizens to make complaints about Government departments and agencies

Bernard Jenkin MP, Chair of the Committee, said: "There needs to be a revolution in the way public services are run, and how the public perceives Government.  As things are, most people believe there is no point in complaining. The shocking collapse of care at Mid-Staffs hospital should be a warning to the whole public sector that too many managers in public services are in denial about what their customers and their staff think about them.  The Francis Report gave no comfort that the culture of denial does not exist across most of the NHS, though we hope that is now changing.

"There are encouraging signs of increased attention to good complaints handling, but the Government itself does not comply with best practice in complaints handling or adapting to the needs and expectations of today’s citizen. This starts from the top.  Government itself needs to lead by example. That’s why ministerial leadership is crucial.

"Unless and until we have a culture of leadership in public services that listens to, values and responds to complaints, from service users and staff, there will always be the potential for tragedies like Mid-Staffs, and opportunities to improve services and public confidence will be missed again and again."

(MH/IT)