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19.02.19

CQC calls on patients to ‘Declare Your Care’ and air concerns with treatment to help it improve services

The CQC has called on the public to raise more of their concerns about their treatment as part of its new campaign ‘Declare Your Care,’ as research shows that two-thirds of patients who speak out see their care improve.

The health inspectorate found that seven million people who had accessed health or social care services in the last five years had concerns about their care but never raised them – and 58% of these expressed regret at not doing so.

The research was published by the CQC to mark the launch of its ‘Declare Your Care’ campaign which encourages people to share their experiences of care with the CQC to help it improve standards of care in England.

According to the CQC, a fifth of people said they did not raise a concern with their care because they did not know how to do so, and even more did not know who to go to.

People cited not wanting to be seen as a ‘troublemaker’ (33%), and over a third of people also believed nothing would change as a result of their complaint.

The main reasons for raising a concern were poor patient care, a lack of information and delays to a service or appointment – and, whilst the regulator does not investigate individual complaints, it can use patient’s experiences to target its inspections of hospital trusts and care homes.

Ian Trenholm, the chief executive of the CQC, said that its annual State of Care report shows that most people were getting good care, but more people sharing their experience would allow inspectors to help enforce more positive changes.

Trenholm said: “Hearing from people about their experiences of care is an important part of our inspection work and contributes to driving improvements in standards of care.

“Everyone can play a part in improving care by directly giving feedback to services, or by sharing information and experiences with us so that we can take action when we find poor care.”

The CQC said people raising concerns show they have a genuine desire to improve the service for themselves but also for others, and the new research shows the majority of services welcome feedback and make positive changes.

The minister of state for care, Caroline Dinenage, commented: “We want the NHS and social care system to provide the safest, most compassionate care in the world.

“That’s why I encourage anyone who has concerns over their care, or the care of loved ones, to share their experiences with the CQC – so they can continue their vital work of protecting patients and improving the excellent care we see across the health service.”

 Image credit - PeopleImages 

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