HOSPITALS should learn to say sorry more often when things go wrong with patient care, the health watchdog has said.
A report on more than 10,000 complaints revealed a rise in the number of concerns about safety, complaint handling and communication.
GPs and nurses with a `brisk' attitude formed some of the complaints, alongside poor standards of hygiene, nutrition and maternity care.
Almost a quarter of the complaints were about safety and effectiveness and complaints about communication and the information patients received accounted for 17pc, both figures up on last year.
But the biggest rise in complaints was about how the NHS responded to grievances, up 11pc to 16pc.
The Healthcare Commission, which compiled the report, said hospitals shouldn't be scared to simply say `sorry'.
Its report said: "In almost one in 10 of the cases referred to us, the person was simply seeking an apology, or an acknowledgement that care could have been improved.
"We are frequently told by the trusts concerned that they had not apologised for fear of admitting legal liability.
"However, the medical defence organisations and the NHS Litigation Authority have consistently made it clear that apologies can be given to try to resolve matters without admitting liability."
The study found 43pc of the complaints about GPs involved patients who felt their examination was too brief and a further 23pc felt their GP had failed to diagnose a condition or delayed diagnosis, usually with regard to cancer.
A fifth of the GP complaints involved concerns about a doctor's attitude. Others complained about inadequate clothing such as `gowns or nightdresses not maintaining a patients' modesty'.
Some related to `nurses being abrupt or sharp when speaking to a patient, making the patient feel like they were a nuisance', the report said.
Health Minister Ann Keen said patients deserved an apology when mistakes happen.
She added: "This culture of fear must change. Trusts can apologise to patients to try to resolve matters without admitting liability."
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Why should they? Their politcal masters never do.
This needs to be a two way process.There are those people who visit or are admitted to hospitals,who lack any basic manners.There are those who arrive at a&e ,and beleive that they should be seen first,not have to wait,and then start being, verbally and physically aggressive,when they don't get their own way.
There are also healthcare staff who need to be a bit more polite too,and managers of hospitals who look stupid,when they pretend that black is white..There is though,a lot of pressure,for hospitals and their staff, to be seen to be right..It has been part of the doctors arrogant culture in the past.Also in this target obsessed era,there is a bit of pressure to cover up,to make the figures match up.
In response to the last person's comment 'why should they' we would say 'because 140,000 people say so.' Our website www.wythenshawehospital.com highlights the failings of the complaints system in the NHS. Trust's need to take notice of this report and act on its findings. There can be no room for complacency when people's health and lives are at stake. Flippant remarks don't help this very sorry state of affairs.