Press release: NHS Confederation responds to Healthcare Commission's 'spotlight on complaints' report

07 Apr 2008

Commenting on the report, Jo Webber, deputy director of policy at the NHS Confederation, said:

"It is encouraging that the number of complaints returned to trusts for further action has declined. This reflects that trusts are getting better at handling complaints and take their responsibilities in this area seriously.

"However, the upheld complaints show that there is further to go. As part of its futures debate series, the NHS Confederation is currently working on a paper that explores how to put the compassion back into care; central to this is reassuring patients that they are being listened to and responding to their views.

"NHS organisations consider any feedback from patients invaluable as a means to raise standards of care, and find out more about what patients want from their health service. "

ENDS

Notes for editors

1. The NHS Confederation represents more than 95% of the organisations that make up the NHS. Its members include the majority of NHS acute trusts, ambulance trusts, foundation trusts, mental health trusts, primary care trusts, special health authorities and strategic health authorities in England; trusts and local health boards in Wales; and health and social service trusts and boards in Northern Ireland.
2. The futures debate series is designed to stimulate new thinking on future challenges to the health service. The first debate paper, Funding tomorrow today: Social care for older people and vulnerable adults, will be published on 23^{rd April. The second paper, on compassionate care, will be released in mid-May.}

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