We've launched a new public support service in response to lessons learned review

Published on 18 December 2018

The Public Support Service will offer personal support to members of the public who raise concerns about nurses and midwives.

Following the Professional Standards Authority’s (PSA) Lessons Learned Review into failings in care at Morecambe Bay, we’ve launched a new public support service offering dedicated, personal support to members of the public who raise concerns about nurses and midwives.

Anyone making a complaint about a nurse and midwife will now receive one to one support, with a dedicated, named contact who will be available to them throughout the process. We've also established an independent group of patients and family members to challenge our thinking, and a network of 60 NMC employees has also been set up to spearhead projects to improve the way employees across the whole organisation communicate with people.

Head of Public Support Service Jessie Cunnett, said:

“Making a complaint about a nurse or midwife can be a distressing and uncertain time and we know we haven’t always got things right. But we’re absolutely committed to listening to people’s concerns and giving them a voice when things go wrong with their care, treating them with the respect, compassion and humanity they deserve. 

“But the support service is about much more than improving how we write a letter or answer a phone call. It’s about our employees establishing a relationship with those receiving care and their loved ones so that we’re able to better meet their needs and support better, safer care.”

Sarah Seddon, the first person to contact the service directly said: 

“During my first five months of contact with the NMC I felt let down, alone and confused – my complaint felt like just another in a long line, being handed from one person to another. During that time no one ever said they were sorry to hear about what had happened to me.

“Trying to get someone to hear me was exhausting – I wasn’t writing emails for the fun of it.

“Since being in contact with the support service my opinions of the NMC have been completely reversed. I finally saw compassion, quick responses and I was spoken to as an equal. I believe that the NMC should be very proud of the way that their public support service is developing. It is not a ‘nice to have’ service – it is absolutely essential. It really did make an enormous difference to me.”

Find out more about the public support service.

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