Good public providers "poisoned" by poor dealing with of complaints, say MPs

Tory MP Bernard Jenkin, chair of the Commons public administration decide on committee. Photograph: Michael Stephens/PA

Good public solutions ranging from the NHS to regional government are also often currently being “poisoned” by inadequate managing of complaints, a cross-party group of MPs has found.

In a report commissioned right after the Mid-Staffordshire NHS scandal, the Commons public administration committee said many elements of the government have to get better at listening to complaints. It said the government total fails to conform to ideal practice on handling the public’s issues.

The report suggests that a Cabinet Office minister get charge of how complaints are dealt with across the government and there should be a single level of get in touch with for citizens to raise considerations about public services.

It said ministers should personally deal with complaints brought to their attention by MPs rather than delegate them.

Bernard Jenkin, the chairman of the committee, said: “As factors are, most folks feel there is no stage in complaining.

“Unless of course and till we have a culture of leadership in public providers that listens to, values and responds to complaints, from support consumers and staff, there will always be the prospective for tragedies like Mid-Staffs, and opportunities to enhance providers and public self-confidence will be missed yet again and once more.”

Good public providers "poisoned" by poor dealing with of complaints, say MPs