Reform of the NHS complaints system has failed to improve services, according to the health ombudsman.

Ann Abraham found that patients still face problems getting a satisfactory response to complaints and the NHS fails to learn the lessons needed to improve services in the future.

She reported on Thursday that over the last eight years the complaints systems has fragmented; a major factor behind the lack of improvement.

A failure to focus on patient needs, poor leadership and lack of capacity and competence in complaint handling are also said to be stalling the improvement of the system.

"Many fine words have been spoken over the years about the need for a truly patient-focused complaints system but it has still not become a reality," Abraham said.

"The fifth report of the Shipman inquiry gives us an opportunity to reflect on why the NHS complaints system is still failing patients.

"We must not lose this opportunity to make change happen at last."

Leadership

The report calls for better leadership from the Department of Health and improvements from the Healthcare Commission and others to address the key failings.

Abraham said: "What we need now is commitment and leadership from the Department of Health in setting standards to be met by all providers of NHS care and in ensuring the adoption of a common approach to complaints across health and social care.

"The Healthcare Commission, in its role of inspector, should assess the performance of Trusts against these standards and share learning from complaints across the health service.

"All NHS bodies need to be responsive to complaints and value the feedback they provide.

"The lessons from them must feed into improvements in the service delivered to patients."

For a new effective complaints system, the report recommends the DoH should produce a clear project plan which provides comprehensive publicity; sets clear timescales for delivery; delivers clear guidance to support the new system; and allows time for staff training.

Abraham added: "Too often NHS organisations don't learn from complaints and repeat the same mistakes. The time is right to address this situation.

"We would be delighted to work with the Department of Health, the Healthcare Commission and other providers of NHS healthcare to help create the modern, responsive, patient-focused system we all aspire to."