Improving the Patient Experience of Making an NHS Complaint

In response to local feedback about complaints processes, as well as Healthwatch England's report 'Suffering in Silence', Healthwatch Hertfordshire launched their own research into how complaints handling works locally, and what could be improved.  They reached 876 people.

• Only 2 out of 10 Trusts and Commissioners had an easy read version of their complaints process on their website.
• 9 out of 10 organisations stated that they receive little to no complaints directly from Children and Young People. With 5 out of 10 organisations noting this as a gap in collecting feedback.
• Nearly half of all complaints stated they found the NHS complaints process complicated and complex.
• More than 50% of people wouldn’t know to whom they can complain.
• Compared to the 6% who had made a complaint in the last 12 months, double that had wanted to make a complaint but not done so. 45% stated the reason for this was they didn’t feel it will make a difference; 23% felt they didn’t have the support and 19% were worried it would have an adverse effect on their care or treatment.
• 49% of Young People stated they had wanted to complain but not done so. This group was shown as less likely to complain compared to adults, citing similar reasons as the adults, but also stressed ‘not feeling listened to (33%).
• Complainants highlighted that organisations did not comply to their own established procedures when dealing with a complaint, which made things more confusing.
• Complainants’ experiences of the complaints process contradicted the way complaint handling should work.
• People wanted more publicity and information around complaints.