SIR – It’s all well and good Chris Burdon, chairman of Worcestershire Health and Care Trust, wanting to “read the riot act on staff attitudes” in order to reduce the number of complaints from patients but there is a more worrying dimension to this story (Worcester News, September 16).
Staff attitudes certainly matter, not only because every patient should be treated with respect and dignity, but because if they encounter a rude or arrogant professional it deters them from seeking healthcare or continuing with it and that might well be dangerous.
According to your story, only 20 per cent of complaints are upheld.
Can it really be that as many as 80 per cent of the public are making unsustainable complaints.
Surely not as many as 80 per cent?
What is meant by “upheld”? Does that include the ones informally resolved?
What about where part but not all of the complaint is justified. Is that statistically acknowledged or treated as not upheld?
The trust does not need to only tackle staff conduct that leads to some of their complaints but make sure they are fairly disposing of all patient concerns against a clear criteria and investigate complaints fairly.
They should not be afraid to acknowledge things could be better or were not done properly.
To do so produces a better service and fewer complaints.
ANDREW BROWN
Worcester
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