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<p>There are a range of factors that affect trends in the level of complaints and
litigation claims against the National Health Service, that go beyond the Department’s
policies. On complaints, factors that affect trends include things like how well NHS
organisations resolve concerns before they escalate to written complaints, and how
well publicised and accessible their complaints handling processes are. To support
effective resolution of complaints, 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 NHS should approach complaint
handling to ensure they are handled and resolved effectively.</p><p>NHS Resolution
(NHSR) manages clinical negligence and other claims against the NHS in England. NHSR
is committed to helping the NHS learn from claims. It is working directly with providers
of healthcare services, alongside other national and local bodies working on patient
safety, to share learning and best practice across the NHS, to drive safety improvement.
In 2022, NHSR published a new three-year strategy which extends and enhances its focus
on prevention, learning, and early intervention following incidents of harm. NHSR
is committed to improving the claims process, including innovative approaches to dispute
resolution. This work includes a number of pilots exploring various dispute resolution
techniques which can result in faster resolution and reduced legal costs for both
sides.</p>
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