NHS and Social Care Complaints
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Healthwatch Shropshire undertook research on people's experiences of and views of complaints. They surveyed 78 people.
People said that they didn’t feel that they were taken seriously or given proper attention, they described feeling ignored, ‘fobbed off’ or that their complaint was not taken seriously by those investigating it.
People commented on the feeling that organisations were defensive in their approach to their complaint, mentioning a feeling of being ‘lied to’ or just apologised to without explanations.
People told about their experiences of using the complaints process and that they felt it was difficult to navigate or confusing.
Delays were a key theme which many people were concerned about.
People told about their dissatisfaction with the response they received to their complaint
People didn't feel confident that things would change or services would improve as a result of their complaint.