Apr 4 2005
UK Health Minister Andy Kerr says the new NHS complaints procedure which comes into force this month, will be quicker and easier for patients and will involve a one-stage process where complaints should be answered within 20 working days.
Mr Kerr said the government has been listening to patients and want to change the current complaints system which is felt to be too confrontational, lacks real independence and takes far too long. It also fails in its prime objective of delivering quality improvement because many valuable observations, worries and concerns do not reach the system.
The new council is intended to make the health service more responsive to patients' concerns and will monitor the performance of health boards.The updated process should deliver a more patient-focused service.
He said the new procedure was not just aimed at on-the-spot resolution of complaints, but recognised that at times local resolution would fail and an independent mechanism would be needed. It should be easier to use, independent, more patient-friendly, but will also be more effective in driving forward the quality improvements. As a result the second, or independent review stage of the procedure has been abolished.
Its introduction coincides with that of the new Scottish Health Council and the end of the local health councils network.
If the complainer is unhappy with the response they can approach the Scottish Public Services Ombudsman.