CAB ICAS evidence on service improvement commitments in the NHS
 From_complaints_to_commitments ( 250kb)
Summary
Creating a culture of learning from mistakes and putting things right is a key objective for the NHS. It is also a key priority for patients, as demonstrated by statistics from the Independent Complaints Advocacy Service (ICAS) delivered by Citizens Advice Bureaux.
Complaints about the NHS are a valuable way of identifying issues in the service where change is needed. Acknowledging these issues and taking steps to rectify any problems is a key to creating an open and honest NHS. As decisions are made about the final shape of the reformed NHS complaints process, it will be crucial that creating the facility for complaints intelligence to feed directly into service improvements is kept centre stage.
As part of the process of supporting patients to resolve complaints against the NHS, the Citizens Advice service places a high priority on working with complainants and health service providers. The objective of this approach is to achieve commitments by the NHS to make changes which improve specific aspects of the service.
This report highlights some of the progress that has been made, with the involvement of the bureaux that deliver ICAS, towards improving patients' experiences of the NHS. The commitments range from better communication with patients to additonal safeguards to prevent misdiagnosis and minimise the risk of clinical error. They are closely linked to the most common causes of complaints.
We believe it is important that future ICAS providers make a high priority of achieving service improvement commitments through the complaints handling process, and ensuring that where lessons are learnt they are widely publicised, recognised and implemented throughout the NHS.
From_complaints_to_commitments ( 250kb)
Social Policy contact: Liz Phelps liz.phelps@citizensadvice.org.uk
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