We have looked at the current system. We have identified where they may be flaws and issues, that make the current system far from ideal. We have established fundamental principles that need to implemented to ensure a fair, honest and accountable system, that is robust and functions as intended.

We are suggesting that fully independent Complaints Group covering the NHS, would inherently  be much closer to the intended fair and just system. But what are the full suite of benefits a new independent system could bring?

  • The obvious and most powerful benefit is the ability to provide a fair, honest and accountable investigation into complaints made by patients.
  • By installing an independent investigation process, the Trust will be unable to mislead or dismiss the genuine issues being raised by patients. The patients will be empowered in knowing they are being taken seriously, and the issues raised will be looked into thoroughly.
  • The independence removes the issues of cognitive bias or unconscious bias, and allows clinical staff to remain doing the job they applied for and are paid to be doing.
  • The implications of having a truly independent investigation will also influence the culture and philosophy within the NHS. There has been well-documented cases where whistle-blowers have either not come forward, or their warnings or concerns not been heeded. By knowing there is a team of independent, knowledgeable staff doing these investigations will naturally impact on the willingness and voice of these moral staff members, who want to highlight their own concerns.
  • As whistleblowing is reaching the public consciousness, moves such as this to encourage and make those considering highlighting their concerns, must be taken. The patients have a very distinct perspective of their treatment and experiences within the NHS. It is unique and should be listened to, as a vital learning tool. Staff will have a separate and different perspective, one of training, knowledge and experience. To encourage a culture of growth and continual improvement, BOTH parties must be heard. By introducing an independent  National Complaints Group, it would be striding forward to achieve this goal.
  • With the improvement and culture changes, would come the improvement of services, and the ability to deliver better care, more efficiently. In turn, this could lead to reduced waiting times through efficiency, no loss of staff undertaking investigations, for example, and with the increase in implementing improvements and encouragement and actions from internal whistleblowing, it would inevitably lead to the reduction of claims when things were going wrong. Inevitably this would lead to greater confidence and status and reputation of our NHS and cut the substantial annual costs to the NHS of compensation and legal costs.
  • At present, the NHS Trusts only have to cover the staffing costs for their Complaints. The set up when it comes to Legal fees and compensation claims, is funded by an “internal insurance scheme”. It is our understanding that ALL NHS Trust opt into the annual fess paid to NHS Resolutions. Similar to car or house insurance, the Trust pays an annual “fee”, the premium calculated by NHS Resolutions, for which all subsequent legal costs and compensation costs are borne by NHS Resolutions. It is therefore only a matter of the annual adjustment in these opted in insurance premiums to NHS Resolutions that will be of any consequence to the Trusts, and not the bottom-line costs of these fees.
  • Of course, any subsequent reduction in compensation claims and legal fees, may have a huge impact on the budget for the NHS as a whole. More money could be funnelled into staffing or capital projects, effectively getting more for your money, and thus a clear benefit to all taxpayers.