To ask the Secretary of State for Health what estimate he has made of the cost to the Healthcare Commission of investigating healthcare complaints in 2008-09. (254254)

We understand from the chairman of the Healthcare Commission that for the period April to December 2008 the cost to it of investigating complaints was £6.6 million. There were 6,011 complaints resolved in this period at an average cost of £1,102.

To ask the Secretary of State for Health how many complaints the Healthcare Commission has referred to the Health Services Ombudsman in 2008-09. (254255)

We understand from the chairman of the Healthcare Commission that in the period April to December 2008, 16 complaints were referred to the Parliamentary and Health Service Ombudsman.

To ask the Secretary of State for Health whether the Healthcare Commission has targets for the time it takes to (a) accept and (b) resolve complaints; and if he will make a statement. (254256)

We understand from the chairman of the Healthcare Commission that there are no targets for accepting cases. The Commission has a target of closing 95 per cent. of independent review requests within 12 months of the date of receipt. The Commission is currently closing 95 per cent. of cases within six months of receipt.

We are reforming the way complaints are responded to across health and social care. A new single system will be in place from April 2009. We have already started trying out the new approach in over 90 national health service and social care organisations across the country, known as ‘Early Adopters’.

The new approach is about making it easier and simpler for people wishing to make a complaint. Under the new arrangements for health, instead of the current three tiers of complaints handling (local NHS provider, the Healthcare Commission, then the Health Service Ombudsman) there will be a two tier system, with local resolution by the provider and then recourse to the Health Service Ombudsman.