20.03.14
NHS complaints process ‘too complex’
The complaints system for the NHS in England is ‘too complex’ and ‘bewildering’, consumer champion Healthwatch England has stated.
As part of ongoing research, the patients’ watchdog revealed that up to75 organisations in England have a role to play in the complaints handling process, from councils and CCGs locally to national regulators.
Anna Bradley, chair of Healthwatch England, said: “It’s no wonder the public are left confused and frustrated. With so many organisations involved it’s difficult to know where to start, let alone having the strength and persistence to navigate the system on your own.
“A key improvement would be a straightforward and independent advocacy service to provide the support people need to make their voices heard.”
Previous research by Healthwatch England, released in October last year, showed that one in three people report having experienced or know someone who has experienced poor care. Yet a YouGov survey of 2,076 UK adults revealed that less than half of those who had a bad experience between 2010 and 2013 actually did anything to report it.
The results showed that two in five (43%) said this was because they didn't know how to complain or provide feedback and half (49%) said it was because they lacked confidence that their complaint would be dealt with effectively or thought that it wouldn't make any real difference.
Julie Mellor, Parliamentary and Health Service Ombudsman, added: “We agree with Healthwatch that the current complaints system is ‘too complex’ and we are working with the Department of Health, NHS England and regulators to help people better understand where they need to go when they want to raise a concern.
“We are working with Healthwatch England and the Local Government Ombudsman to help people create a vision of what the public can expect from the complaints system that would transform their experiences of raising concerns.”
(Image copyright: Dominic Lipinski and PA Wire)
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