Doctors too often careless and insincere when talking to patients: Ombudsman

Doctors and health-care staff have been criticized as offering insincere apologies and being careless in their conversations with patients as one man told not to be a “baby” when he feared having a general anaesthetic

Rebecca Smith, Medical Editor, The Daily Telegraph

The NHS received 150,859 complaints between 2011 and 2012. Health Service Ombudsman Julie Mellor said there needed to be a “shift in attitude” after complaints rose. “All too often the people who come to us for help are unhappy because of the careless communication, insincere apologies and unclear explanations they’ve received from the NHS,” she said. “A poor response to a complaint can add to the problems of someone who is unwell, struggling to take care of others or grieving. The NHS needs to get better at listening to patients and their families and responding to their concerns.”