Patient feedback systems for health and social care services: a Healthwatch briefing paper

Healthwatch Brighton and Hove carried out research in 2019 to understand how easy it is for people to make complaints or raise concerns about health and social care services. The review examined national guidance, local reports, websites and complaint processes. Healthwatch found that while there is extensive guidance available, the system is often complex, inconsistent and difficult for patients to navigate, particularly when trying to understand where to direct a complaint or how to access support. 

The report highlighted concerns that the volume of information available can itself be a barrier. Different organisations provide different guidance, complaint routes vary between services and social care complaints were often less clearly explained than NHS complaints. Healthwatch found evidence that people can find the process confusing, stressful and time-consuming, which may discourage some individuals from raising concerns. The review also noted that advocacy services are underused and that support for people making social care complaints can be particularly unclear. 

A range of local and national reports reviewed by Healthwatch stressed the importance of effective complaint systems in improving service quality and patient safety. Common themes included the need for patients to feel listened to, receive timely updates, understand what will happen next and be reassured that raising a concern will not negatively affect their care. The review also identified examples of good practice, including the use of simple guides, flowcharts, accessible information and clear explanations of complaint processes.

Healthwatch concluded that there is considerable scope to simplify complaint systems across health and social care. Working recommendations included producing clearer and more accessible information, using flowcharts and templates to explain the process, improving awareness of advocacy services, ensuring staff receive regular complaints-handling training and creating a more joined-up approach to complaints across health and social care. Healthwatch also suggested exploring a single point of access for complaints and ensuring services explain how feedback is used to drive improvement.