An NHS patient's view: developing the Accreditation Scheme for voluntary registers

An NHS patient's view: developing the Accreditation Scheme for voluntary registers

When asked to participate in the meetings, I felt that the complex topics were difficult to grasp. I was clear on the process that CHRE chose to use within their consultation meetings because I received the paperwork in advance. At the meetings I felt welcomed and listened to. I felt the confidence to voice my thoughts which is a tribute to the inclusive nature of the process. There was also a warmth and efficiency from the participants.

Patient representatives were a small proportion of delegates as most were professional people. Our presence at the meetings shows that CHRE involves the members of its Public Stakeholder Network.

During the process, I began to have issues with proposals made by some participants from the voluntary registers. Their view on complaints handling was that external review or independent mediation of complaints would be costly and was therefore unnecessary.

I firmly believe that strong management of complaints is necessary to get credibility for the voluntary accreditation scheme. It may also be cost-effective to use mediation in the early stages than to engage with litigation at the later stage.

Voluntary register holders accredited by CHRE should consider independent audits of complaints, a resolution mechanism (by an ombudsman) and use of mediation in the early stages.

People using the services provided by accredited registers must feel confident that all the complaints are logged, are carefully considered and that the complainant is clear why decisions have been made by the register holders. I think that the Professional Standards Authority (as CHRE will be called once legislation is passed), should be able to remove register holders from their accredited list where too many complaints have been mishandled.

I hope that my recommendation for robust complaints management will help to increase the trust that patients and service users will have in this new Scheme. The ‘kite-mark’ that the Professional Standards Authority hopes to use to promote their Accreditation Scheme should be a symbol of confidence in these professions amongst patients and service users.

Philip Dixon-Phillips
Member of CHRE’s Public Stakeholder Network