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Putting patients back in the picture: implementation a year on

Anna Bradley Chair Healthwatch England spoke at today’s NHS Complaints conference on Putting patients back in the picture: implementation a year on

Healthwatch England is the consumer champion in health and social care. In her presentation Anna gave an overview of the national picture of complaints in health and social care a year on since the national review of NHS Complaints and the release of Putting Patients Back in the Picture, outlined the work that Healthwatch England is involved in, and the role of local Healthwatch in complaints;

"The first thing that we established in relation to complaints is just how complex the complaint system is.

As we know on the whole when people are driven to complain they do it to make things better not to get retribution like compensation.

In our arena complaints are treated quote defensively and our system the focus is to reduce the amount of complaints – but we should be looking at how to resolve complaints

We are trying to move away from people feeling grateful for the support in a complaint to feeling empowered

Working towards a consumer focused Complaints system which will be published later in the year

Healthwatch is looking at the system and challenging the complaints process and looking at who it can be developed.

People want the Complaints system to be Independent and Confidential, Responsive, Supportive, Simple, Joined Up and Transparent.

Joined up – we need to think very hard about this so people don’t have to tell 5 different people and be passed from pillar to post.

Making our service fit for this challenge of what people want is going to be a challenge."

Putting Patients Back in the Picture download here

Healthwatch England on Complaints 

Anna’s full presentation is available for download at the end of this page.

Anna Bradley is the chair of the Healthwatch England committee. Anna is a long-standing consumer advocate, having worked at Which? for many years, and was formerly Chief Executive of The National Consumer Council.

She also has long experience as a regulator, having been a director at the Financial Services Authority and the Chair of two professional regulators - an organic certification body and the Ofcom Consumer Panel.

As well as being Chair of Healthwatch England, Anna is an independent member of the Care Quality Commission.

Future conferences of interest:

Implementing the Named Responsible Doctor and Nurse in Hospital
Friday 3 October 
ICO Conference Centre

Patient Experience Insight: Demonstrating Responsiveness to Feedback
Tuesday 7 October 
Hallam Conference Centre

Root Cause Analysis: 2 Day Intensive Training Course
Tuesday 25 November — Wednesday 26 November 
Hallam Conference Centre

Download: Anna Bradley full presentation

18 September 2014


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