Patient Experience of the Complaints Process at Royal Devon University Healthcare NHS Foundation Trust: An Insight Report

In July 2026, Healthwatch in Devon, Plymouth and Torbay published this report exploring people's experiences of the complaints process at Royal Devon University Healthcare NHS Foundation Trust. The findings were based on surveys and interviews with 20 people who had made a complaint to the Trust during the previous two years.

Most participants found it straightforward to submit a complaint and received an acknowledgement. However, many described concerns about poor communication, long delays, limited involvement in investigations and dissatisfaction with complaint outcomes. Participants often felt their concerns had not been taken seriously and few believed that learning had resulted from their complaint.

 Recommendations focused on improving communication, involving complainants throughout the process, providing clearer information about findings and making learning from complaints more visible. The Trust welcomed the findings and confirmed that they would inform its complaints improvement programme for 2026/27.