An estimated 250,000 incidents of poor care were unreported last year. There are concerns that NHS and local authority “red tape” make it difficult to complain, that there is insufficient independent advice and support to help those who need it, and that the public may have too little incentive to discuss their negative experiences.
This Healthwatch England report presents a summary of patients’ and their families’ experiences. It presents recommendations for the creation of a compassionate complaints system.
“Three out five patients and care users that complain about receiving poor treatment feel that the system is failing to address their concerns – not taking their cases seriously, ignoring them or in many cases bouncing them around the system until they give up”.
This relates to:
Suffering in silence: listening to consumer experiences of the health and social care complaints system. London: Healthwatch England, October 14th 2014.
Annual Report: Making Consumer Voices Heard
The Healthwatch England annual report also discusses this investigation into failings in the complaints system in health and social care.
Loud and clear: making consumer voices heard. Healthwatch England annual report 2013/14. London: Healthwatch England, October 14th 2014.
In response to Healthwatch England’s report on the need for a more compassionate and responsive complaints system, Professor Sir Mike Richards, Chief Inspector of Hospitals at the Care Quality Commission has responded positively. Listening to, and acting on, patients’ complaints and concerns is planned to be integral to the CQC’s new inspection regime.
Our response to Healthwatch England’s complaints system report. London: Care Quality Commission, October 14th 2014.