The Care Quality Commission’s “Complaints Matter” report identifies variations in how complaints are handled throughout the NHS, primary care and adult social care services in England. The regulator wants complaints about health and social care to be encouraged and taken seriously, instead of being met with defensiveness. Hospital complaints handling will feature as an important component of CQC inspections regimes.
“From now on, all our inspection reports will include a description of how complaints and concerns are handled”. (p.39)
Topics covered in this report include:
- Complaints and concerns matter to CQC.
- Complaints in CQC’s new approach to regulation.
- Intelligent Monitoring.
- Requiring and encouraging improvement.
- Concerns raised by staff (whistleblowing).
- The state of complaints in health and social care services.
- NHS acute, mental health and community health services.
- Adult social care and primary care services.
‘Take care complaints more seriously,’ regulator says. London: BBC Health News, December 7th 2014.
This relates to:
Complaints matter. London: Care Quality Commission (CQC), December 5th 2014.