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Morecambe Bay and Care Quality Commission response


Recent events at Care Quality Commission (CQC) in relation to University Hospitals Morecambe Bay highlight once again the devastation caused to children and their families by a system that failed to listen.

Patients and their families raised many concerns about failings at the hospital, and these were not listened to. We pay tribute to their determination. It was their relentless drive and refusal to accept the status quo that ensured these failings were brought to light.

It is a sad fact that the alleged cover up at CQC is a symptom of a wider culture of organisational defensiveness across the entire health system. A culture in which protecting personal and organisational reputation too often comes above putting patient needs and concerns at the heart of the service.

The right to complain about an unsatisfactory service is a basic right and our recent work confirms the lack of trust felt by consumers with the current complaints system.

We are determined to ensure the consumer's voice is heard and that is why we have written to NHS England, the Department of Health, the Care Quality Commission, Monitor and the LGA requesting discussion to ensure we get the complaints system right for consumers.

Our role is to be the voice of the consumer and we will not rest until the complaints system is overhauled and fit for purpose. Consumers have shared with us their fears, concerns and hopes for a new complaints system and we will continue to be their voice at a national level.