NHS complaints system 'hopelessly complicated'
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I was not surprised to hear on the BBC headlines this morning that Healthwatch England has branded the NHS complaints system as hopelessly complicated.
The review of the complaints system found that there were around 75 different types of organisations involved. It is no wonder that patients and often our clients tell us that they have been frustrated by the complaints system.
All too often, people simply want answers about what has happened or what they perceive might have gone wrong and it should not be difficult for such complaints to be processed and responded to in a timely fashion. Despite the complex nature of the system, there were 162,000 complaints in 2012/2013 about NHS care but Healthwatch England believe that around 54% of those who had a problem with health or social care in the last three years did nothing to report it. It is encouraging that NHS England is focussing on developing a new approach to dealing with complaints. We will watch developments closely.
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