Research carried out by the Care Quality Commission (CQC) and ICM Research has found that one in nine people would be reluctant to speak out about poor care.
The same survey showed that care services do not (generally) respond well to people who do speak up. More than half (55%) of people who had voiced concern about poor care felt that their feedback wasn’t welcomed. A similar proportion felt they hadn’t received a satisfactory response (57%). Over a third (34%) said they didn’t feel they had been treated with respect while concerns were investigated.
“Research carried out by England’s health and social care regulator the Care Quality Commission has shown that one in nine people would be reluctant to speak out about poor care. Of 1005 people surveyed by CQC, 11% said they would be unlikely to raise a concern or complain about poor care. The main reasons suggested for why people wouldn’t speak up were: not wanting to be thought of as a trouble maker 26%; that it wouldn’t make a difference 25% and that members of staff were so stretched that complaining wouldn’t help 15%. A smaller number 11% said fear their care would get worse if they spoke up”.
Fear of raising concerns about care: a research report for the Care Quality Commission. ICM Research report. London: Care Quality Commission (CQC), April 2013.
This research influenced:
A new start: consultation on changes to the way CQC regulates, inspects and monitors care. London: Care Quality Commission (CQC), June 2013.
[A version of this item features in Dementia: the Latest Evidence Newsletter (RWNHST), Volume 3 Issue 8, July 2013].