§ 37. Joan RuddockTo ask the Secretary of State for Health what steps he takes to ensure that patients complaints can be dealt with immediately and remedied without delay. [151986]
§ Ms StuartThe current National Health Service complaints procedure places the emphasis on resolving complaints as quickly as possible, and at a local level. However, the procedure has been subject to a two-year evaluation which is now complete. We have made it clear in the NHS Plan that we would act on the evaluation and reform the NHS complaints procedure to make it more independent and responsive to the needs of patients. This will include setting up patient Advocacy Liaison Services and Independent Advisory Services as part of a new system for better patient and public involvement.