Patients need clearer, more accessible complaints systems
New research published by the Professional Standards Authority for Health and Social Care (PSA) demonstrates that those who want to make a complaint about their care struggle to do so because of poor communication, limited support and other significant barriers.
Whilst some individuals had good experiences, many complainants who took part in the research felt discouraged and disappointed by the process, highlighting the urgent need for improvements in accessibility, transparency, communication and public awareness.
The research findings indicate that:
- Complaints are primarily motivated by a desire to protect future patients and service users.
- Complaining to a regulator is often seen as a last resort, pursued only after other avenues have been exhausted.
- The complaints process is perceived as difficult and discouraging, with some feeling it reflects a lack of interest from regulators.
- Communication from regulators can be poor, leaving complainants uncertain about what action, if any, is being taken.
- Healthcare professionals face social barriers to complaining, such as workplace culture and fear of repercussions. Service users face individual barriers, including lack of awareness of regulators and uncertainty about whether their concern is serious enough.
- Many complainants report feeling disappointed by the complaints process, particularly due to lack of follow-up or information.
“I made my complaint very clear. I want action, not words, not... I don't want even the word compensation mentioned. I don’t want any of that. I want someone else to get a better standard of care.” - Service user, Complained
A pain to complain: Why it's time to fix the NHS complaints process
Healthwatch research from earlier this year warned that the NHS complaints system lets people down. While making a complaint is a right enshrined in the NHS Constitution, for those who have had a poor experience it's not clear their complaints will be heard and acted upon.
One in five respondents to the Healthwatch poll were worried about reprecussions, scared that complaining would affect their ongoing care.
Listening and responding to complaints is key to delivering improvements to services and restoring the public's confidence in the system.
