Complaints, regulation and enquries

The NHS is a very large and complex organisation. It would be surprising if things did not go wrong from time to time. This page is concerned both with procedures for discovering what may have gone wrong and what to do about it, but also with reports about major problems in the past.

Principles of Good Complaint Handling consultation Deadline 12th August 2008

Dealing with complaints constructively seminar London Friday 9th November 2007

The future regulation of health and adult social care in England - response to consultation

• Abolish the GMC blog
• AEGIS (Aid to the Elderly in Government Institutions) - description of archive material about this important but long closed campaign
• Action against Medical Accidents
• Better NHS response for patients harmed by healthcare October 2005
• Campaign for Health Service Democracy
• Carers Federation ICAS
• Citizens Advice
• Clifford Ayling enquiry - Ayling's supporters
• Clinical Disputes Forum
• Complaints policy - includes the legislation (Dept of Health)
• Dept of Health overhauls social services complaints procedures 2006
• Evans Report - Royal Brompton & Harefield Hospitals April 2001
• Expert Witness Institute
• General Medical Council
• Guidance on Complaints Policy
• Health Professions Council
• Health Service Ombudsman
• Healthcare Commission
• Human error: models and management James Reason BMJ 2000
• Impatient for Change campaign - Which
• Independent Complaints Advocacy Services (Department of Health)
• Kerr/Haslam Inquiry
• Krista Ocloo campaign
• Learning from Bristol: the report of the public inquiry into children's heart surgery at the Bristol Royal Infirmary
• Learning From Mistakes SHA Conference Monday 30th April 2007
• Making a complaint about the NHS - Citizens Advice briefing
• Making experiences count: the proposed new arrangements for handling health and social care complaints - response to consultation Feb 2008
• National Association for Mental Health - this is a chapter from a book primarily about Scientology, but contains some interesting material about the Report of the Committee of Enquiry into Allegations of Ill-treatment of Patients and other Irregularities at the Ely Hospital, Cardiff (1969)
• NHS Exposed - a campaign for individual rights. Unashamedly unbalanced
• NHS must do more to act on and learn from complaints by patients, says healthcare watchdog
• NHS Redress: Statement of policy 2005
• NHS Redress Act 2006
• NHS Sucks
• National Health Service (Complaints) Regulations 2004
• National Patient Safety Agency
• NHS Patient Survey Programme
• Nursing and Midwifery Council
• Patient Opinion
• POhWER ICAS
• Public Concern at Work
• Reforming the NHS complaints procedure - Consultation
• Regulating Healthcare Professionals - SHA Conference October 2006
• Richard Neale - Committee of inquiry
• Rodney Ledward
• Royal Liverpool Children's Inquiry
• Shipman Enquiry
• South of England Advocacy Projects
• Sufferers of Iatrogenic Neglect
• Supporting complainants - Sarah Heald April 2006
• The use and impact of inquiries in the NHS Higgins and Walshe BMJ 2002
• Victoria Climbie
• When Citizens Complain Report of the Public Administration Committee 2008

You might also want to look at our pages on health law, racism, rationing and on NHS performance.

28/07/08