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1701436

	registered interest
	date	16/04/2024
	answering body	Department of Health and Social Care
	answering dept id	17
	answering dept short name	Health and Social Care
	answering dept sort name	Health and Social Care
	hansard heading	NHS: Complaints
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Health and Social Care, what steps she is taking to improve NHS England's handling of complaints made by (a) staff, (b) patients and (c) carers.
	tabling member constituency	York Central
	tabling member printed	Rachael Maskell
	uin	22065
	answer	answer is ministerial correction date of answer 19/04/2024 answer text <p>On complaints made by patients and carers, we have worked closely with the Parliamentary and Health Service Ombudsman on their work to develop the NHS Complaint Standards. These standards set out how National Health Service organisations that handle NHS complaints, such as NHS England, should approach complaint handling to ensure they are handled and resolved effectively.</p><p>On complaints made by staff, NHS England has published information about how people can speak to NHS England’s Freedom to Speak Up Team. Whilst there is a network of over 1,000 local Freedom to Speak Up Guardians across healthcare in England to support staff in speaking up, the information published by NHS England makes it clear that staff across the NHS can speak up to NHS England about anything that gets in the way of patient care, or affects their working life. My Rt hon. Friend, the Secretary of State for Health and Social Care speaks regularly to NHS England about its performance, responsibilities, and activity, including complaints.</p> answering member constituency Lewes answering member printed Maria Caulfield question first answered 19/04/2024 07:56:37 answering member 4492 label Biography information for Maria Caulfield
	tabling member	4471 label Biography information for Rachael Maskell

1701439

	registered interest
	date	16/04/2024
	answering body	Department of Health and Social Care
	answering dept id	17
	answering dept short name	Health and Social Care
	answering dept sort name	Health and Social Care
	hansard heading	NHS: Complaints
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Health and Social Care, what steps is she taking to address defensive culture in the handling of NHS complaints.
	tabling member constituency	York Central
	tabling member printed	Rachael Maskell
	uin	22066
	answer	answer is ministerial correction date of answer 19/04/2024 answer text <p>We have worked closely with the Parliamentary and Health Service Ombudsman on their work to develop the NHS Complaint Standards, which set out how organisations providing services in the National Health Service should approach complaint handling. The standards place a strong focus on several aspects of complaint handling to avoid defensiveness, including emphasising the importance of actively listening and demonstrating a clear understanding of what the main issues are for the complainant, as well as the outcomes they seek, being thorough and fair, and identifying suitable ways to put things right for people.</p> answering member constituency Lewes answering member printed Maria Caulfield question first answered 19/04/2024 07:58:17 answering member 4492 label Biography information for Maria Caulfield
	tabling member	4471 label Biography information for Rachael Maskell

1701447

	registered interest
	date	16/04/2024
	answering body	Department of Health and Social Care
	answering dept id	17
	answering dept short name	Health and Social Care
	answering dept sort name	Health and Social Care
	hansard heading	NHS: Complaints
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Health and Social Care, whether she is taking steps to ensure that people with low agency have an opportunity to raise concerns and complaints within the NHS; and what recent discussions she has had with NHS leaders on this matter.
	tabling member constituency	York Central
	tabling member printed	Rachael Maskell
	uin	22067
	answer	answer is ministerial correction date of answer 19/04/2024 answer text <p>There is a range of support available for people who may need help when making a complaint. This includes the Patient Advice and Liaison Service (PALS), which is available in most hospitals. The PALS offers confidential advice, support, and information to help resolve concerns or problems, as well as information about the National Health Service complaints procedure, including how to get independent help. Support is also available from the Independent Complaints Advocacy Service. Advocates can provide a range of support, such as help writing a complaint letter, and attending meetings with complainants. People can get advice from a complaints advocate at any stage of the process, so it is never too late to ask for help.</p> answering member constituency Lewes answering member printed Maria Caulfield question first answered 19/04/2024 08:00:32 answering member 4492 label Biography information for Maria Caulfield
	tabling member	4471 label Biography information for Rachael Maskell

1689938

	registered interest
	date	19/02/2024
	answering body	Department of Health and Social Care
	answering dept id	17
	answering dept short name	Health and Social Care
	answering dept sort name	Health and Social Care
	hansard heading	NHS: Complaints
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Health and Social Care, what steps she is taking to reduce the number of NHS complaints.
	tabling member constituency	York Central
	tabling member printed	Rachael Maskell
	uin	14627
	answer	answer is ministerial correction date of answer 27/02/2024 answer text <p>The Department is committed to ensuring that the National Health Service listens to, learns from, and acts on feedback, including complaints, in order to improve the safety and quality of services.</p><p>We have worked closely with the Parliamentary and Health Service Ombudsman on his work to develop the NHS Complaint Standards, which set out how organisations providing services in the NHS should approach complaint handling. The standards place a strong focus on several aspects of complaint handling that are aimed at ensuring complaints are handled and resolved effectively by the NHS, reducing the need for the further escalation of complaints. This includes emphasising the importance of early resolution, actively listening and demonstrating a clear understanding of what the main issues are for the complainant as well as the outcomes they seek, being thorough and fair, and identifying suitable ways to put things right for people.</p> answering member constituency Lewes answering member printed Maria Caulfield question first answered 27/02/2024 11:40:24 answering member 4492 label Biography information for Maria Caulfield
	tabling member	4471 label Biography information for Rachael Maskell

1666068

	registered interest
	date	19/10/2023
	answering body	Department of Health and Social Care
	answering dept id	17
	answering dept short name	Health and Social Care
	answering dept sort name	Health and Social Care
	hansard heading	NHS: Complaints
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Health and Social Care, what steps he is taking to reduce the number of NHS complaints.
	tabling member constituency	York Central
	tabling member printed	Rachael Maskell
	uin	203512
	answer	answer is ministerial correction date of answer 24/10/2023 answer text <p>The Department has worked closely with the Parliamentary and Health Service Ombudsman on his work to develop the NHS Complaint Standards, which set out how organisations providing services in the National Health Service should approach complaint handling. The Standards place a strong focus on early resolution of concerns, so they can be successfully addressed without the need for them to become formal complaints. The Standards set out practical advice and good practice for NHS organisations to deal with as many issues as possible in this way.</p> answering member constituency Lewes answering member printed Maria Caulfield question first answered 24/10/2023 10:26:52 answering member 4492 label Biography information for Maria Caulfield
	tabling member	4471 label Biography information for Rachael Maskell

1665454

	registered interest
	date	17/10/2023
	answering body	Department of Health and Social Care
	answering dept id	17
	answering dept short name	Health and Social Care
	answering dept sort name	Health and Social Care
	hansard heading	NHS: Complaints
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Health and Social Care, whether he is taking steps to ensure that interventions are made as early as possible to resolve patient and staff complaints within the NHS.
	tabling member constituency	York Central
	tabling member printed	Rachael Maskell
	uin	203052
	answer	answer is ministerial correction date of answer 24/10/2023 answer text <p>The Department has worked closely with the Parliamentary and Health Service Ombudsman on his work to develop the NHS Complaint Standards, which set out how organisations providing services in the National Health Service should approach complaint handling. The Standards place a strong focus on early resolution, supported by detailed guidance and good practice on how to resolve complaints early and effectively.</p><p>Similarly, in relation to staff, the national Freedom to Speak Up Policy for the NHS highlights, amongst other things, the importance of a culture in which challenges are raised and resolved quickly. NHS organisations have been asked to ensure that they adopt the national Freedom to Speak Up Policy by 31 January 2024.</p> answering member constituency Lewes answering member printed Maria Caulfield question first answered 24/10/2023 10:02:41 answering member 4492 label Biography information for Maria Caulfield
	tabling member	4471 label Biography information for Rachael Maskell

1665177

	registered interest
	date	19/09/2023
	answering body	Department of Health and Social Care
	answering dept id	17
	answering dept short name	Health and Social Care
	answering dept sort name	Health and Social Care
	hansard heading	NHS: Complaints
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Health and Social Care, what processes his Department has put in place to respond to concerns raised by NHS staff and patients.
	tabling member constituency	York Central
	tabling member printed	Rachael Maskell
	uin	906566
	answer	answer is ministerial correction date of answer 17/10/2023 answer text <ul><li>When NHS staff and patients raise concerns, they must be taken seriously.</li><li>The government has enhanced legal protections for whistle-blowers; announced a review of the whistleblowing framework and introduced over 1,000 Freedom to Speak Up Guardians, now covering every Trust.</li><li>Patients can also raise concerns through an NHS-wide complaints system underpinned by legislation. NHS organisations must acknowledge complaints within three days and complete investigations quickly, keeping the patient informed of progress.</li></ul><p> </p> answering member constituency Lewes answering member printed Maria Caulfield question first answered 17/10/2023 15:48:35 answering member 4492 label Biography information for Maria Caulfield
	tabling member	4471 label Biography information for Rachael Maskell

1659546

	registered interest
	date	11/09/2023
	answering body	Department of Health and Social Care
	answering dept id	17
	answering dept short name	Health and Social Care
	answering dept sort name	Health and Social Care
	hansard heading	NHS: Complaints
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Health and Social Care, when the contract for Capita to deliver complaints services for NHS is due to conclude.
	tabling member constituency	Ellesmere Port and Neston
	tabling member printed	Justin Madders
	uin	198714
	answer	answer is ministerial correction date of answer 19/09/2023 answer text <p>Capita has not been specifically contracted to operate a complaints service for the National Health Service. Capita is under contract to NHS England until August 2025 to provide a range of support services for primary care in England. This includes operating a customer support centre for service users which would handle any complaints solely relating to the delivery of primary care support services.</p><p>As part of its primary care support service Capita will consider and respond to feedback and complaints from service users. NHS England monitors these through its contract assurance and governance mechanisms.</p> answering member constituency Lewes answering member printed Maria Caulfield grouped question UIN 198715 question first answered 19/09/2023 13:43:48 answering member 4492 label Biography information for Maria Caulfield
	tabling member	4418 label Biography information for Justin Madders

1659547

	registered interest
	date	11/09/2023
	answering body	Department of Health and Social Care
	answering dept id	17
	answering dept short name	Health and Social Care
	answering dept sort name	Health and Social Care
	hansard heading	NHS: Complaints
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Health and Social Care, what assessment he has made of the adequacy of Capita's delivery of complaints services for the NHS.
	tabling member constituency	Ellesmere Port and Neston
	tabling member printed	Justin Madders
	uin	198715
	answer	answer is ministerial correction date of answer 19/09/2023 answer text <p>Capita has not been specifically contracted to operate a complaints service for the National Health Service. Capita is under contract to NHS England until August 2025 to provide a range of support services for primary care in England. This includes operating a customer support centre for service users which would handle any complaints solely relating to the delivery of primary care support services.</p><p>As part of its primary care support service Capita will consider and respond to feedback and complaints from service users. NHS England monitors these through its contract assurance and governance mechanisms.</p> answering member constituency Lewes answering member printed Maria Caulfield grouped question UIN 198714 question first answered 19/09/2023 13:43:48 answering member 4492 label Biography information for Maria Caulfield
	tabling member	4418 label Biography information for Justin Madders

1639616

	registered interest
	date	23/05/2023
	answering body	Department of Health and Social Care
	answering dept id	17
	answering dept short name	Health and Social Care
	answering dept sort name	Health and Social Care
	hansard heading	NHS: Complaints
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Health and Social Care, if he will make an assessment of the reasons for the level of NHS complaints that are referred to the Parliamentary and Health Service Ombudsman.
	tabling member constituency	York Central
	tabling member printed	Rachael Maskell
	uin	186419
	answer	answer is ministerial correction date of answer 25/05/2023 answer text <p>The referral of National Health Service complaints to the Parliamentary and Health Service Ombudsman occurs when a complainant in the NHS remains unhappy at the conclusion of the initial complaints process, for example, in an NHS trust or general practitioner practice. The level of referrals to the Parliamentary and Health Service Ombudsman will be impacted by a number of factors, including how the complaint is initially handled, or the extent to which NHS organisations highlight the complaints process and the consequent level of awareness amongst potential complainants.</p> answering member constituency Lewes answering member printed Maria Caulfield question first answered 25/05/2023 13:21:58 answering member 4492 label Biography information for Maria Caulfield
	tabling member	4471 label Biography information for Rachael Maskell