The NHS in England has a culture of denial and defensiveness when it comes to handling complaints from patients, its outgoing head has admitted.
Sir David Nicholson said efforts were underway to change that in the wake of the Mid Staffs and Care Quality Commission scandals.
But he told a committee of MPs some NHS managers were struggling to adapt.
He also said he regretted not listening to patients when he was head of the body overseeing Mid Staffs.
Sir David has faced a high profile campaign for him to quit over his involvement in the Mid Staffs scandal, in which high death rates and patient mistreatment were ignored.
Giving evidence to the public administration committee, he echoed criticisms in the Francis report into care at Mid Staffs and comments by Health Secretary Jeremy Hunt, who has accused NHS managers of being too defensive, after recent revelations about serious failings at the Care Quality Commission.