NHS Complaints Report

Healthwatch Bradford and District undertook research on people’s experiences of the NHS complaints process. They spoke to 95 people during a six-week survey in October 2017, including people who had made a complaint about NHS services and those who had considered complaining but decided not to. 

The report found that most people were able to find information about how to make a complaint, often through online sources, Patient Advice and Liaison Services (PALS) or advocacy support. However, many found the complaints process itself difficult, stressful and time-consuming. Common concerns included poor communication, a lack of updates, long delays and difficulty resolving issues. More people felt their complaint had not been handled effectively than felt it had, and many reported that complaints took more than a year to reach a conclusion. 

A significant number of respondents felt that making a complaint would not lead to meaningful change. Among those who chose not to complain, the most common reasons were a belief that nothing would improve as a result and concerns that complaining could negatively affect future care for themselves or their relatives. Many people also expressed frustration that complaints appeared to focus on protecting organisations rather than listening to patients and learning from mistakes. 

Healthwatch Bradford and District recommended that NHS organisations provide clearer information about complaints, improve communication throughout the process, keep complainants informed about delays and outcomes, and demonstrate how complaints lead to service improvements. The report concluded that complaints should be seen as an important opportunity for learning and improvement, but that greater effort is needed to build public confidence in the complaints system.