§ Lord Molloy asked Her Majesty's Government:
§ What is the total number of complaints against GPs waiting to be heard by family health service authorities in the United Kingdom at the last time for which figures are available, how this compares with 12 months previously, and what was the average waiting time for such complaints to be heard at both dates.
§ The Parliamentary Under-Secretary of State, Department of Health (Baroness Cumberlege)My Lords, this information is not available. If the noble Lord has a particular case in mind, perhaps he would write to me.
§ Lord MolloyMy Lords, I thank the noble Baroness for that reply. Is she aware that nurses, doctors and health visitors are much concerned about the complaints system, particularly as the health ombudsman is not the responsible body? Can the situation be considered?
§ Baroness CumberlegeMy Lords, the Government are aware that there are some reservations about the current appeals and complaints system. My noble friend the Minister for Health is looking to see whether a review would be valuable in this instance.
§ Lord ReaMy Lords, we are pleased to hear that there may be a review of the complaints system. Perhaps I may take the opportunity to praise the good conciliation work that is sponsored by family health services authorities. That is one reason that we have an extremely low rate of litigation by patients against doctors compared, for instance, with the United States. Will the noble Baroness say what percentage of complaints is processed through the conciliation procedure? What percentage of cases goes to family health services committees to be heard?
§ Baroness CumberlegeMy Lords, the percentage is very small. In fact the only figures that I have are for the cases that are heard by the family health services authorities service committees. I do not have the number of complaints that are made initially but do not go that far. However, of all the complaints that are made, only 26 per cent. are upheld.
§ Lord WigoderMy Lords, why is the figure asked for in the Question not available?
§ Baroness CumberlegeMy Lords, those figures are kept locally at FHSA level.
§ Lord MolloyMy Lords, if the department is examining the situation, will it ensure that a more 968 streamlined method is adopted which would be welcomed by doctors, nurses and all people involved in the health service? They believe that streamlining can be achieved. Will the department at least consider that possibility?
§ Baroness CumberlegeMy Lords, yes. Only very recently the management executive set targets for family health services authorities to ensure that complaints are dealt with expeditiously and the whole process completed in six months.