Lessons must be learned from Stafford Hospital scandal

According to a committee of MPs (The Commons Public Administration Select Committee), public services need to learn lessons from the Stafford Hospital scandal on the handling of complaints.

Concerns raised by local doctors and patients were ignored about the failings at the hospital.

The committee says that there is a “culture of denial and failure” and wants changes to include a minister responsible for the handling of complaints, thereby providing “leadership from the top”.

The government said that the scandal had been a “turning point” and that it was “committed to improving” services.

The committee said in its report that there was a failure by the NHS to “hear both the complaints of the patients and their families and the complaints of their own staff”, which lead to “unspeakable disaster” at the hospital, which is run by the Mid Staffordshire NHS Trust.

In a public enquiry led by Robert Francis QC in February 2013, the trust was criticised for causing the “suffering of hundreds of people” in its care between 2005 and 2008.

The committee’s report notes that across public services, there is “confusion” and “complexity” on the reporting of complaints, further saying that the poor handling of complaints affects the performance of an organisation and alienates the public.

Bernard Jenkin, committee chairman, 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.

He went on to say that the Francis Inquiry report on the hospital “gave no comfort that the culture of denial does not exist across most of the NHS, though we hope that is now changing.”

Mr Jenkin added “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.”

A government spokesman said “We are committed to improving public services.  The tragic events at Mid-Staffordshire were a turning point for the NHS and the Francis Inquiry showed just how important it is that there is an open and transparent culture where complaints are listened to, and action is taken to improve services – we are committed to taking this vital agenda forward.

“We welcome PASC’s work in this area, and will respond to the committee’s report in due course.”

Chadwick Lawrence’s specialist team of clinical negligence lawyers have years of experience in Medical negligence compensation claims, and have obtained substantial compensation for our clients.  Not only do we represent clients in Yorkshire, but because of our reputation we also represent clients nationally.

If you believe that you or a relative may have been injured as a result of clinical/Medical negligence, please call for free legal advice from our Medical negligence solicitors on the freephone number below.

Posted by Karen Motley, Paralegal, Clinical Negligence Department, Chadwick Lawrence LLP (karenmotley@chadlaw.co.uk ), Medical negligence lawyers and clinical negligence solicitors in Huddersfield, Leeds, Wakefield and Halifax, West Yorkshire.

Freephone : 0800 028 2969