Learning not blaming

"The three reports that we are building on in developing our policy are distinct in their concerns, and this document addresses points raised in each of the three reports in turn. But there are also some common themes that run through them:

• openness, honesty and candour;
• listening to patients, families and staff;
• finding and facing the truth;
• learning from errors and failures in care;
• people and professionalism;
• the right culture from top to bottom."

Learning not blaming: The government response to the Freedom to Speak Up consultation, the Public Administration Select Committee report 'Investigating Clinical Incidents in the NHS', and the Morecambe Bay Investigation
Department of Health
July 2015

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Patient complaints in healthcare systems

"Rigorous analyses of patient complaints will help to identify problems in patient safety."

Patient complaints in healthcare systems: a systematic review and coding taxonomy
TW Reader, A Gillespie, J Roberts
BMJ Quality and Safety, 2014, 23(8):678-689

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The state of medical education and practice in the UK report

"This year we have focused on complaints to the GMC to see if we can understand more about them and whether they can help us identify areas of risk within medical practice."

The state of medical education and practice in the UK report
General Medical Council
October 2013

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Role of complaints in transforming public services

"Getting complaints is much better than not getting complaints – they show that people think it’s worth complaining and that they will be listened to, and that they believe that they have power to influence the system."

Grumbles, gripes and grievances: the role of complaints in transforming public services
R Simmons, C Brennan
NESTA
April 2013

Read more here.