Defensiveness and hostility pervade the health service, and despite many patient safety reviews, very little has changed or is changing. Rob Behrens tells Abi Rimmer in the BMJ. Dec 2023 I would go further. The “recurrent scandals” those more recent listed below, and going to get worse. NHSreality believes that “no fault compensation” is an essential element in the honest debate needed to create cultural change. Reckless politicians! A Wonderful exposee is in the Times. Isobel Hardnan and Aaron Davis ( See books) must be smiling…The big Q ” How to change the culture so that more family men are prepared to stand as politicians?”…
“Yet the very people who need most to tread carefully, tread most dangerously. The number of MPs who have lost their party whip now exceeds the total Lib Dem parliamentary party. Why?”..
“….I know why, (some want to be politicians) and the answer is simple. The sample is skewed. People who want to be MPs are not normal. They are not representative of the general population, but a very distinct personality type: a minority whose nature disposes them to take stupid risks.”…..
No one should let these people anywhere near a betting shop. They have only got this far by defying risk. They are, by having got this far already, gamblers. No unadventurous family man in search of security is likely to want a career in politics….”Like me, most get away with it, always have; and there were plenty such in my time. I do, though, think that the proportion of young, male risk-takers in recent parliaments has grown, especially in the Conservative Party…..” Every aspirin politician should read Isobel Hardnan and Aaron Davis books..
NHS culture change is difficult, not impossible—but essential, says health ombudsman
BMJ 2023; 383 doi: https://doi.org/10.1136/bmj.p2742 (Published 06 December 2023)Cite this as: BMJ 2023;383:p2742
A toxic culture of defensiveness and hostility pervades the NHS, and despite many patient safety reviews nothing has fundamentally changed, Rob Behrens tells Abi Rimmer
Early on in his career as a civil servant, Rob Behrens, now the parliamentary and health service ombudsman, was sent by the UK government to South Africa, to work on the transformation from apartheid to democracy. “People in Britain used to say what they had to do was hard. I would come back from South Africa and say, ‘You don’t know you’re born.’”
It’s an anecdote he uses when talking about culture change in the NHS. Although change might be difficult, it is not impossible, and it is something that needs to happen, says Behrens, whose role is to adjudicate independently on complaints that have not been resolved by the NHS in England and UK government departments.
“There is huge professionalism and commitment throughout the NHS. It’s been through the mill in a way that no other institution has—because of covid, strikes, and shortages of staff,” he says. “But unless we call everyone together to have a conversation about the emerging problems around the suboptimal culture in the NHS, then we will miss a big opportunity.”
Behrens was appointed to his current role in 2017, having previously worked investigating allegations of public service failure in the legal and higher education sectors. During his six years as parliamentary and health service ombudsman, a non-governmental role, he has seen many investigations and reviews into poor care in the NHS. He has, however, seen little change.
“We’ve had a lot of inquiries into leadership, distressing events, and organisational cultures but the fact is nothing has fundamentally changed,” Behrens says. “I understand that everyone has a massively busy job, that ministers, managers, and clinicians are doing the best that they can. But that doesn’t alter the fact that there are things that are fundamentally wrong that need to be tackled.”
Depressingly little learning
It’s not just his own learning that Behrens is reflecting on. He says that Bill Kirkup, a public health doctor with a specialty in obstetrics who led reviews into maternity services at the University Hospitals of Morecambe Bay NHS Foundation Trust (published in 2015) and East Kent Hospitals University NHS Foundation Trust (2022), had similar observations.12
“When he reported on East Kent, Bill Kirkup said that what depressed him was how little learning there had been from the first time he looked at these matters,” Behrens says. “Secondly, he said this is multifaceted—it’s not just about managers and clinicians, it’s about tribalism among clinicians themselves.
“Thirdly, it’s a failure to listen to patients and their families. That adds up to a toxic culture, which we need to talk about so that we get the one thing that makes an organisation effective: a disposition to learn rather than just to move on.”
Staff are victims too
As well as describing the culture in some parts of the NHS as toxic, Behrens says it is suboptimal, hostile, and defensive. “This leads to a perception that organisational reputation and professional reputation are more important than patient safety. And that is very dangerous.”
It is not just patients who suffer from such a culture, staff are victims, too, he says. “It’s not that they’re sitting there twiddling their thumbs. This is an enormously difficult climate in which to work and to tackle difficult problems.”
Medical education has a role to play in improving this culture, Behrens says, especially when it comes to relationships between doctors and patients. He has heard doctors say that their education was based on the premise that they had to stand by their decisions and not “back off just because people don’t like them.”
“First of all, that says that medical education is very important to the disposition of people, even before they get into senior positions,” Behrens says. “Secondly, it says there’s an implied arrogance that results from that education that stops communication between doctors and their patients. It’s not just about what you do in the NHS, it’s also about the education of people before they get there.”
He says there is now a “golden opportunity” to think more radically about staff development and to link it to accountability and performance. “We should be spending more on the professional development of clinicians and managers in the NHS in a way that enables them to respond to the need to change the culture of their organisation. I think that’s very important.”
Focusing on managers, Behrens stops short of calling for their regulation, but he does support calls for more accountability. “The impression that one gets is that people move from job to job as senior managers without their performance being scrutinised. That needs to be carefully looked at.”
Leaders at all levels
While it would be easy to lay the blame for cultural problems in the NHS at the door of politicians or leaders of national NHS organisations, Behrens says it is not so simple.
“You have to have leaders at all levels throughout the NHS. You can’t just say this is about ministers and trust boards, it goes right the way through. I know from the visits I have made [to organisations] that if you have a powerful, compassionate person leading a ward, for example, that makes a significant difference to the morale and the disposition of people working there.”
The power of good leadership is a point that he emphasises repeatedly. “People say culture changes from the top. Well, that’s true, but you can’t change the culture unless you have buy-in from people,” Behrens says.
He adds, “The key thing about leadership is empowering the people who work for you to do the things that need to be done. You can’t do it on your own. You can’t be a general without an army. You have to make sure that your people are with you, whether it’s at a ministerial level, at NHS England level, or at a GP surgery level.”
“Bunker-ism”
Within his own world of ombudsmen, Behrens has introduced peer review, something he thinks the NHS could benefit from. “We now have, through the International Ombudsman Institute, a group of validated reviewers who are ombudsmen in other countries who, if they are asked, come for a short period of time to review one of their sister institutions and then write a report on what they found.
“It doesn’t solve the problem, but it provides a perspective of learning and drawing on the expertise of your colleagues. I don’t always see that in the NHS because there’s an element of bunker-ism about it.”
Behrens, who is coming to the end of his time in the role, has called for a thorough, independent review of NHS leadership, accountability, and culture. He reissued this call in the wake of the case of Lucy Letby, the neonatal nurse convicted this summer of the murder of seven babies at the Countess of Chester Hospital, but he says the culture of fear and defensiveness that the case highlighted is not isolated to one organisation.
“We have to be less defensive, and we have to be more collaborative. It’s not easy, but it’s not impossible. Surely, after Chester, after [other NHS patient safety scandals] Birmingham, Bristol, Shrewsbury, East Kent, Essex, there needs to be a systemic reflection on what this means for the culture of the NHS.
“It doesn’t matter what you call it, but the thinking has to take place. The debate has to take place.”
John Ely for the Mail Nov 2023: Scandal of the NHS ‘never-events’: Bungling hospital medics
Mithran Samuel in Community Care UK 2024: Mental health trust ignored staff concerns for years before Panorama exposed abuse, finds review – Edenfield Centre experienced unsafe staffing levels for years but reporting of concerns was “actively discouraged”, enabling abuse uncovered by BBC in 2022 to happen, concludes inquiry
Sarah O’Grady in The Express Jan 2024: NHS scandal as pensioners forced to pay for healthcare – Experts warn that thousands are now being deprived of NHS treatment they have paid tax for all their lives.
Gwyn Bevan for the BBC September 2023: Lucy Letby – another case of regulatory failure in the NHS
Becky Johnson in July 2023 for Sky news: Nottingham maternity scandal set to be biggest in NHS – as ‘disregarded’ families demand apology – More than 1,700 cases of possible harm to newborn babies and mothers are being examined in Nottingham, as the independent midwife leading the investigation said families were “simply not listened to” and were “pushed away”.
Tom Witherow in the Times March 2024: Consultant at Brighton;s scandal-hit NHS trust ‘worked privately while on call’ – Complaint raised with University Hospitals Sussex NHS Foundation Trust by a fellow surgeon who was later sacked as a troublemaker
The Guardian (Dennis Campbell) in Feb 2024: NHS nurses being investigated for ‘industrial-scale’ qualifications fraud – Scam involves more than 700 healthcare workers who used proxies to pass test in Nigeria enabling them to work in the UK
The Independent in March 2024: NHS scandal exposed as elderly patients ‘treated like animals’ on overwhelmed hospital wards – Families of elderly people have come forward to share harrowing allegations of neglect as top doctors warn these patients are suffering ‘degrading’ care well below the standards the NHS expects, Rebecca Thomas reveals
The Sunday Times 20th April Thousands dead, 40 years of cover-up: time for justice for infected blood victims – NHS doctors used haemophiliac children for reckless medical