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Mid Staffordshire Foundation Trust

West Midlands trusts working on complaints handling

PERFORMANCE: Three west midlands hospitals are among a group of ten acute trusts that have come together to work on improving their complaints handling ahead of the publication of the Mid Staffordshire Foundation Trust public inquiry report.

Mid Staffordshire Foundation Trust, University Hospitals of North Staffordshire and Heart of England Foundation Trust will all survey complainants with the aim of producing comparable data on what works when dealing with complaints.

Inquiry chair Robert Francis QC is widely expected to make recommendations on improving complaints handling in the NHS when he reports later this year.

Patients Association chief executive Katherine Murphy said other trusts interested in taking part should get in touch.

“Our helpline continually hears from people who have been at the receiving end of poor complaints responses. I don’t think any real progress is going to be made until Trusts actually understand what they do well and what they need to improve. There is a real gap of meaningful information. We think this survey is going to be the first big step towards filling this gap.”

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