Learning from complaints

This report reflects on the work of the Independent Health Complaints Advocacy Service (IHCAS) provided by Healthwatch West Sussex during 2025-26. The service supports people to raise concerns and complaints about NHS services, helping them understand their rights and navigate the complaints process. The report highlights the importance of complaints as opportunities for learning and service improvement. 

The report notes that demand for advocacy support increased during the year, particularly from people with complex needs, including those experiencing mental ill health, disability, social isolation, language barriers and digital exclusion. Advocates reported a significant rise in complaints relating to access to mental health services and increasingly complex cases involving multiple organisations, safeguarding concerns and serious incidents.

During 2025-26, IHCAS provided 246 requests for one-off information and advice and received 204 requests for full advocacy support. The service closed 203 cases while managing 379 ongoing cases throughout the year. Advocacy support included helping people write complaint letters, attend resolution meetings and pursue complaints with the Parliamentary and Health Service Ombudsman. 

The most common reasons for complaints included treatment and care, assessments, waiting times, communication issues, discharge processes, access to services, reasonable adjustments, staff attitudes, medication, diagnoses and medical records.

The report uses several case studies to demonstrate how complaints can lead to improvements. One case involved concerns about end-of-life care, resulting in the creation of an end-of-life steering group, improved monitoring systems and the introduction of frailty specialists in accident and emergency departments. 

Another case highlighted difficulties accessing mental health services after transition from child to adult services. The complaint led to clearer information for families about private ADHD assessments and NHS waiting lists, helping manage expectations around access to treatment. 

A maternity care complaint following complications from a retained placenta prompted learning around consent, pain management and compassionate communication. The Trust apologised to the patient and committed to improving patient experience and clinical practice. 

The report also highlights a serious case involving delays in epilepsy assessment for a child who was later diagnosed with a benign brain tumour. The complaint identified problems with referral processes, waiting times, communication and family support. As a result, the Trust reduced waiting times, improved referral and triage systems, established multidisciplinary meetings and strengthened information provided to families. 

Throughout the report, client feedback demonstrates the value of advocacy support. Many people described advocates as compassionate, persistent and supportive, helping them understand complex processes, build confidence and ensure their concerns were heard.

Overall, the report concludes that the NHS complaints advocacy service plays an important role in empowering patients and families, particularly those who may otherwise struggle to navigate the complaints system. It shows how individual complaints can lead to meaningful improvements in healthcare services, communication and patient safety while providing vulnerable people with independent support during challenging circumstances.