Clapping for NHS During Pandemic Labeled ‘Dangerous’ by Health Ombudsman Amid Calls for Systemic Reform

Applause for NHS during pandemic could have posed risks, according to health watchdog

Following its rise to power, the new administration has initiated an evaluation of the health system, with Health Secretary Wes Streeting describing the NHS as "broken".

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Sunday, August 18, 2024, 4:

The practice of applauding the NHS during the COVID pandemic could have been "hazardous," as "no organization should be idolized like a national religion," according to the health service ombudsman.

Rebecca Hilsenrath emphasized that "no entity should be exempt from constructive feedback."

Ms. Hilsenrath serves as the ombudsman for parliamentary and health services, tasked with examining grievances related to government bodies, public institutions, and the National Health Service in England.

She has provided documentation for an examination of the NHS initiated by the incoming administration, under the leadership of Professor Lord Ara Darzi.

Health Secretary Wes Streeting has described the NHS as "broken" and is advocating for reforms to mend the healthcare system.

Ms. Hilsenrath expressed to The Sunday Telegraph, "I've encountered the opinion that applauding for the NHS amid the pandemic might have been somewhat perilous… because no organization should be revered like a national religion, nor should any be exempt from constructive criticism."

"It's not beneficial for any group to be regarded as a religious entity."

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In a conversation with Sky News, the ombudsman mentioned that she applauded the NHS throughout the pandemic.

However, she also mentioned receiving feedback from an NHS individual who expressed that both idolization and vilification are extremely counterproductive, noting that people often swing to one of these extremes because of the significant implications when errors occur.

Data indicates that in 2023/24, the ombudsman recorded 27,479 grievances regarding the NHS in England, and approximately 66% of these were partially or fully supported.

This is in contrast to the 17,964 complaints filed in the 2013/14 period.

Since that time, there has been a general increase in the number of complaints, though there was a notable decrease from 24,560 during the 2019/20 period to 18,727 in the 2020/21 period, coinciding with the beginning of the COVID pandemic.

It received 26,907 complaints during the 2021/22 period.

Initially seeming impolite – yet it's essential to ensure NHS accountability

Health correspondent

Initially, Rebecca Hilsenrath's questioning of the revered position of the NHS appears, at minimum, irreverent and, at maximum, blasphemous.

The healthcare system is a beloved entity in our society, and it's rare for anyone to criticize it openly.

She argues that applauding the NHS during the pandemic could have been "harmful" by shielding it from critique, and cautioned against regarding the health service as a "national religion".

This doesn't imply that it was a mistake to cheer for the NHS during the pandemic, recognizing the heroic endeavors of its workforce. She participated in it too.

However, that was an isolated incident, occurring during a devastating health crisis that gripped the nation. The NHS has since progressed. Yet, when it falls short in its responsibility to provide proper care to its patients, it is essential that it faces accountability.

The responsibility of the NHS Ombudsman is to scrutinize each grievance that comes her way. These complaints reach her only after undergoing a thorough verification process. Over the past ten years, there has been a significant increase, with complaints rising by 53%.

Surveys confirm that public approval of the NHS has reached its lowest point ever.

Ms. Hilsenrath cautions that the persistent failure of its leaders to fundamentally change its culture and heed the voices of those it lets down could have serious repercussions.

The ongoing maternity scandals plaguing the health service are shameful. Ms. Hilsenrath is justified in her criticism. Unfortunately, the suggested reforms from these investigations are not being put into action.

She will convey this to Professor Lord Ara Darzi, who has been appointed by the government to compile an extensive report on the NHS's shortcomings. This report is expected to be a tough read for many within the health service.

Ms. Hilsenrath noted that this reflects a shift in perceptions of the NHS and a significant decline in satisfaction with its services.

Certainly, there was immense appreciation for the remarkable sacrifices made by NHS staff, who even put their own safety at risk during that period.

"I'm aware that public sentiment has shifted over time, and I believe it's extremely challenging for someone working in the NHS to continuously encounter reports highlighting shortcomings in your service and accusations of failing others."

Public opinion on the National Health Service, particularly regarding the length of waiting lists and the ease of accessing services, played a significant role in the discussions during the general election campaign.

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Discover more: Hospitals remain uninspected for up to ten years.

2020: NHS expresses gratitude to the public for clapping during the initial lockdown.

The ombudsman highlighted inconsistencies within the NHS, noting that the greatest cost of these failures is often tragic.

She stated: "Every time major failures occur and awful events take place, the NHS claims 'never again', yet in reality, that's not the case."

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The system overseeing healthcare urgently requires restructuring due to the extensive redundancy present within the current framework.

She argued that the large number of regulatory bodies results in the NHS being confronted with numerous suggestions from various agencies, labeling this approach as an extremely inefficient method of management.

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A spokesperson from the Department of Health and Social Care stated: "The NHS is currently facing significant challenges, but we are committed to revitalizing it to ensure it continues to serve everyone when it's most needed."

"We pledge to openly acknowledge the difficulties confronting our healthcare system and are committed to addressing these issues."

"Lord Darzi's independent review of the NHS marks a move to pinpoint and address issues as we work to shape an NHS that is prepared for what lies ahead."

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