Hospital ‘must apologise for mistakes’
NHS hospitals should acknowledge any mistakes they make and apologise to the patients affected, the health watchdog has said.
The Healthcare Commission says NHS trusts can and should express sorrow where appropriate.
It estimates that it recommends an apology in about 23 per cent of the complaints it reviews.
Research by the Healthcare Commission suggest that just over half of patients who have complained simply want either an apology, a better explanation or recognition of the event.
Just under one in five complainants want action to be taken against staff or to be given compensation.
Healthcare Commission chief executive Anna Walker said it is “clear from the complaints referred on to the commission that trusts have some way to go before they are effectively resolving the complaints they do receive, and learning from the issues their patients raise”.
“It is often a distressing and frustrating time for patients who feel they haven’t received the care they deserve. It is striking that so many people simply want an apology and steps taken to ensure the problem is not repeated,” she added.
“Trusts need to improve their own complaints handling and resolve complaints quickly and locally for patients.
“We still refer too many complaints back to trusts (one in four), for further action.”
Since August 2004 the commission has received over 27,000 complaints, of which over 25,000 have been resolved.
The most common complaints involved the safety and effectiveness of practices and information given to patients.
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