Perceptions and expectations of making a complaint

The report by Healthwatch Hampshire explores people’s perceptions and expectations of making complaints about NHS hospital services, based on survey questions about awareness, preferences, and comfort levels when raising concerns. They spoke to 500 people.

Overall, the findings suggest that many people are uncertain about how and where to make a complaint within hospitals, indicating a lack of clear information and visibility of complaints processes. Respondents expressed mixed levels of confidence in approaching staff, with some feeling comfortable asking for help, while others preferred to wait until they had left the hospital before making a complaint. 

The report highlights a strong interest in having independent complaints services available, with many people indicating a preference for reporting complaints to a service that is separate from the NHS, either outside the hospital or independently located within it. This suggests concerns about impartiality and potential discomfort in complaining directly to hospital staff. 

Accessibility and location were also important factors. Many respondents preferred complaints or customer care desks to be situated in quieter, more private areas rather than busy reception spaces, as this would make them feel more comfortable discussing concerns. However, opinions varied, with some people being comfortable approaching desks in main reception areas. 

In terms of design and approachability, participants favoured reception arrangements that appeared welcoming, uncluttered, and offered some level of privacy, such as access to a separate seating area. This indicates that the physical environment can influence whether people feel able to raise concerns. 

The report also shows that people are generally willing to raise minor concerns, particularly with NHS customer care staff or independent advisors, although a minority stated they would not feel comfortable speaking to anyone in the hospital.

Finally, the report emphasises the importance of informing patients about their rights and involving them in the design of complaints services. Respondents supported clearer communication through methods such as leaflets, noticeboards, or discussions with healthcare professionals, and many felt that patients should have a role in shaping how complaints services are delivered. 

In summary, the report concludes that improving awareness, ensuring independence, providing privacy, and designing accessible, user‑friendly complaint systems are key to making it easier and more comfortable for people to raise concerns about hospital care.