Tuesday 29 October 2013

A review of the NHS hospitals complaints system: putting patients back in the picture

A review of the NHS hospitals complaints system: putting patients back in the picture This report looks at how complaints about care in NHS hospitals made by patients, their carers and representatives are listened to and acted on by hospitals. The review received 2,500 responses, the majority describing problems with the quality of treatment or care in NHS hospitals. The review panel also heard from people who had not complained because they felt the process was too confusing or they feared for their future care. The recommendations cover improving quality of care; improving the way complaints are handled; ensuring independence in the complaints procedures; and whistleblowing.
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