UK Health Service Ombudsman's Annual Report

Citation

(2001), "UK Health Service Ombudsman's Annual Report", International Journal of Health Care Quality Assurance, Vol. 14 No. 7. https://doi.org/10.1108/ijhcqa.2001.06214gab.006

UK Health Service Ombudsman's Annual Report

UK Health Service Ombudsman's Annual Report

In June the UK Health Service Ombudsman, Mr Michael Buckley, published his Annual Report for England 2000-2001. During 2000-2001 2,595 complaints were received against NHS bodies and practitioners in England, compared with 2,526 in 1999-2000. Of these, 241 were accepted for investigation and 204 investigation reports were completed; the corresponding figures for 1999-2000 were 212 and 128 respectively. Overall, 69 per cent of grievances were upheld. Of the completed investigation reports 77 per cent concerned matters of clinical judgement.

Mr Buckley commented on the main themes emerging from his investigations. These were ineffective communication, essential nursing care, and the support and supervision of junior members of staff. Several reports drew attention to justified dissatisfaction with the way that NHS bodies had dealt with complaints. They involved every aspect of the complaints procedure, from interpretation of the statutory directions to the quality of reports produced by independent review panels.

The Ombudsman reported that, as he had commented in previous Annual Reports, it is inevitable that investigations would disclose shortcomings. However, it was relatively uncommon for such shortcomings to be the fault of individual members of NHS staff. Much more often, they are the result of deficiencies in systems or shortage of resources. He deplored attempts to name and shame in such circumstances: not only were they unfair, they foster a culture in which it is actually more difficult to improve services. He said that the overwhelming majority of NHS staff are devoted public servants who do their jobs extremely well.

The Ombudsman also published reports of 96 investigations carried out over the past four months. In the foreword he commented on the link between the shortcomings he found in the delivery of health care and the lack of resources. He said that the fact that resources are limited does not automatically exonerate the body concerned from responsibility for poor service or treatment. It is not enough to say that the ward or clinic was exceptionally busy, if no steps had been taken to manage care appropriately in admittedly difficult circumstances. He also voiced his concern over some of the complaints he received from patients who have been removed from their GP's list. He said that, while most GPs had accepted the guidance of their professional organisations about good practice in dealing with this sensitive matter, some others had not. He was concerned that the possibility of being struck off the list might deter some patients from raising legitimate concerns with their GP.

For further information: Both reports: "Health Service Ombudsman Annual Report 2000-2001, HC3" and "Investigations Completed December 2000-March 2001, HC4 (Parts I and II)" can be found on the Web site: www.ombudsman.org.uk