Oral question asked in the House of Lords, by Lord Chan (Crossbench). It was answered on Thursday, 24 November 2005.

NHS Complaints: Healthcare Commission

Question: My Lords, while it is encouraging to hear that patients and the community are willing to put their complaints forward to the Healthcare Commission, what arrangements do primary care trusts and hospital trusts take to make the process of local resolution clear to all patients? There are means at every level—for example, when patients are given assistance and advice. Is that advice being made available to patients? Also, how strong is public and community participation in the care of patients in terms of trusts? What is the process and to what extent does the Department of Health encourage a more open policy with patients?

Answer: My Lords, a good deal of work has gone into improving the process at local level. We now have, as a result of the 2003 changes, patient advice and liaison services—or PALS—which are playing a big part in advising people and helping them to address their concerns on the spot at the local level. Trusts are being more outward going. There is a cultural change of less defensiveness, which shows up here in the sense that people are resolving these complaints at the local level. It demonstrates that the Healthcare Commission itself is encouraging that local resolution.

Secondary information