Poor communication lies at heart of NHS complaints, says ombudsman
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《英国医生杂志》
Many of the complaints brought against the NHS are still being caused by poor communication by health service staff, the health service ombudsman, Ann Abraham, has reported.
In a selection of her latest investigations Ms Abraham said common problems included poor handling of complaints, failure to obtain informed consent, poor nursing care, and lack of liaison between services.
"If only all health service staff made sure that they listened to patients and their carers, communicated clearly with them and with each other, then made a note of what had been said, the scope for later misunderstanding and dispute would be reduced enormously," she said.
In one case a woman who slipped while on holiday found herself caught up in an "unstoppable" rehabilitation programme she didn抰 want or ask for, run by the local primary care trust. The ombudsman recommended that the trust consider reimbursing the patient for the private night sitters she had been obliged to employ.
In another example a woman with a history of vascular disease was apparently told by a junior doctor before a vascular bypass that the procedure would be "routine" and "like having a tooth pulled," despite the fact that the patient抯 medical history increased the risks of surgery. The complaint was taken up by her daughter when she died after complications.
Four cases highlighted in the report related to failings in nursing care. "Investigations revealed instances of falls, pressure sores, lack of nursing observations, poor fluid balance monitoring, discharge of a medically unfit patient, lack of documentation and poor communication," the ombudsman抯 office said in a statement.
There was also a problem in the area of continuing care, Ms Abraham said. Since the publication of a special report in February last year, NHS Funding for Long Term Care, her office had received more than 3000 complaints about NHS funding for the long term care of elderly and disabled people.
Jonathan Ellis, Help the Aged抯 policy manager for health and social care, said this was an issue in need of urgent attention. "Yet again the health service ombudsman has highlighted the total inadequacy of systems to ensure that older people with continuing care needs have their care properly funded by the NHS," he said.
Meanwhile the government has announced it will overhaul the NHS抯 complaints procedure. "Patients deserve a robust, effective complaints system," said health minister Rosie Winterton. "All patients should expect a thorough investigation, a comprehensive response, and effective action in response to their concerns."(London Stephen Pincock)
In a selection of her latest investigations Ms Abraham said common problems included poor handling of complaints, failure to obtain informed consent, poor nursing care, and lack of liaison between services.
"If only all health service staff made sure that they listened to patients and their carers, communicated clearly with them and with each other, then made a note of what had been said, the scope for later misunderstanding and dispute would be reduced enormously," she said.
In one case a woman who slipped while on holiday found herself caught up in an "unstoppable" rehabilitation programme she didn抰 want or ask for, run by the local primary care trust. The ombudsman recommended that the trust consider reimbursing the patient for the private night sitters she had been obliged to employ.
In another example a woman with a history of vascular disease was apparently told by a junior doctor before a vascular bypass that the procedure would be "routine" and "like having a tooth pulled," despite the fact that the patient抯 medical history increased the risks of surgery. The complaint was taken up by her daughter when she died after complications.
Four cases highlighted in the report related to failings in nursing care. "Investigations revealed instances of falls, pressure sores, lack of nursing observations, poor fluid balance monitoring, discharge of a medically unfit patient, lack of documentation and poor communication," the ombudsman抯 office said in a statement.
There was also a problem in the area of continuing care, Ms Abraham said. Since the publication of a special report in February last year, NHS Funding for Long Term Care, her office had received more than 3000 complaints about NHS funding for the long term care of elderly and disabled people.
Jonathan Ellis, Help the Aged抯 policy manager for health and social care, said this was an issue in need of urgent attention. "Yet again the health service ombudsman has highlighted the total inadequacy of systems to ensure that older people with continuing care needs have their care properly funded by the NHS," he said.
Meanwhile the government has announced it will overhaul the NHS抯 complaints procedure. "Patients deserve a robust, effective complaints system," said health minister Rosie Winterton. "All patients should expect a thorough investigation, a comprehensive response, and effective action in response to their concerns."(London Stephen Pincock)