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Home Industry News NHS needs more proactive strategies, says union

NHS needs more proactive strategies, says union

10th February 2009

The spokesperson for trade union organisation the Royal College of Midwives (RCM) has said the NHS needs to have more proactive strategies to counter complaint levels.

An interview with the representative and midwife Sue Jacob asked her for the group’s views on current systems designed to deal with negative feedback or concerns.

She described the NHS’ management culture as “very reactive” and explained nothing is usually done about anything until “something goes wrong”.

Ms Jacob added: “People have to complain to get a mention.”

A service that is clear and transparent would help address this issue, as would dealing with complaints competently and efficiently, she said.

Her comments follow recently uncovered information about clinical negligence in the NHS.

It was found that costs for neglect are forecast to double this year and reach £713 million.

However, figures published by the NHS last August showed a four per cent decrease in the proportion of written complaints regarding hospital and community health services.

The amount of complaints related to general practice rose by three per cent.

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