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Care Connect

6th December 2013

In addition to the Friends and Family Test and Patients Advice and Liaison Service (PALS), the NHS has been trialling Care Connect (a Trip Advisor like site for healthcare) with 20 Trusts. This will allow patients to post complaints online – including those containing potentially derogatory comments about medical staff – and show hospitals' responses to them in real time. In an interview with the Guardian, Tim Kelsey, the NHS director in charge of patients and information, said a low-key three-month trial involving 20 hospital trusts on the Care Connect website had seen complaints and reviews logged, mapped and dealt with, night and day, in London and the north-east. The scheme will be rolled out nationally next year. He said this was "creating a 24/7 modern consumer health service". The NHS had to innovate in terms of patient safety, especially since the Francis inquiry into the appalling care at Mid Staffs hospital concluded that the health service must become more open and transparent and "embody a duty of candour".

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