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.

• Report 
• Department of Health - publications

See also:

• Press release: NHS needs complaints handling revolution Department of Health
• Clwyd-Hart Report on NHS complaints published NHS Employers
• RCN supports calls for a more transparent complaints system for patients RCN
• GMC welcomes the independent report on NHS complaints from Rt Hon Ann Clwyd MP and Professor Tricia Hart The GMC
• NHS committed to putting patient feedback at heart of health service NHS Confederation 
• NHS complaints revolution 'needed' BBC News
• NHS complaints procedure needs radical overhaul, report finds The Guardian
• 'Time for change’ in NHS complaint procedures, says ombudsman - video The Guardian
• Give hospital patients pen and paper to report bad care, report says The Daily Telegraph
• Report: NHS needs to do more to help patients complain The Independents