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Solihull Hospital's health trust the worst in the NHS for complaints

A LOCAL hospital trust has been named and shamed as the worst in the NHS for complaints by the Health Service Ombudsman.

A LOCAL hospital trust has been named and shamed as the worst in the NHS for complaints by the Health Service Ombudsman.

The Heart of England NHS Foundation Trust, which runs Solihull, Good Hope, and Heartlands hospitals, has jumped 12 places since last year to come in as the most complained about health trust in the country.

It has seen a dramatic 109 per cent increase in complaints to 171 this year, up from 82 last year.

Eight of these were investigated by the heath Ombudsman and five were upheld.

A Health Service Ombudsman said: "Heart of England is the most complained about body and has moved up from 13th place last year. We are working with this Trust to identify what lessons can be learnt from the large number of complaints about them."

Dr Mark Newbold, chief executive of the Trust said: "Of the eight complaints which the Ombudsman accepted for investigation, five were upheld and we have again apologised to these complainants for their experiences."

Heart of England received almost 20 times more complaints than Birmingham Childrens Hospital which had just nine complaints, the least in the region.

It also received 100 more than the controversy-hit Sandwell and West Birmingham Trust which received 71 complaints.

Dr Newbold said they were working hard to improve services: "The Trust has already made considerable progress in developing innovative and proven systems for improving, measuring and maintaining standards of nursing practice," he said.

"We are committed to providing the best possible care for all of our patients, putting safety at the heart of all that we do and take complaints very seriously as we actively encourage people to get in contact with us."

From April 2010 to March this year, there were 1,381 complaints about the NHS in the West Midlands for hospitals, GPs, primary care trusts and mental health.

The report ruled the NHS was failing to deal appropriately with the most basic complaints.

 

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