Shifting the mindset: a closer look at hospital complaints

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Summary of report content

Healthwatch England looked at whether hospitals are learning from complaints by searching the websites of 149 NHS acute trusts in England and looking for substantive reporting on complaints.

They found that:

  • Local reporting on complaints is inconsistent and inaccessible
  • Staff are not empowered to communicate with the public on complaints
  • Reporting focusses on counting complaints, not demonstrating learning.

The report contains 10 recommendations aimed at improving learning from complaints.

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General details

Local Healthwatch
Healthwatch England
Publication date
Key themes
Complaints
Service organisation, delivery, change and closure

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Observation (eg Enter and View)
If an Enter and View methodology was applied, was the visit announced or unannounced?
N/A

Details of health and care services included in the report

Details of health and care services included in the report
Inpatient care/General inpatients
General outpatients and hospital-based consultants

Details of people who shared their views

Number of people who shared their views
0
Age group
Not known
Gender
Not known
Is the gender identity of people in the report the same as the sex they were assigned at birth?
Not known
Sexual orientation
Not known
Does this report feature carers?
Not known
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