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Compassionate Complaints System needed

14/10/2014

Healthwatch England has produced a report into the health and social care complaints system and has called for change to ensure a compassionate complaints system that resolves issues.

"We need reform and culture change to create a system that is simple, seamless and stress-free from people's perspective and offers meaningful resolution. Some of this can be achieved through immediate changes to improve things now. Butthe problems go too deep to stop at minor adjustments, so we are also calling for wholescale reform.

There must be commitment across all parties to make the changes needed. We are calling for the next government to dedicate legislative time to create a compassionate complaints system as soon as possible after the general election in May 2015. People have been suffering in silence for too long."

Three key recommendations reflect what the public told Healthwatch England they want to see in a complaints system.

We need wholescale reform and culture change to create a system that is simple, seamless and stress-free from the consumer perspective and offers users meaningful resolution. We propose changes to the current system for short-term improvement, as well as the wholescale reform that's needed in the longer term.

  1. Make it easier for people to complain
  2. Ensure a compassionate resolution
  3. Hold to account those who fail to listen

You can read the report on the Healthwatch England website along with more background about the research and recommendations, or there is a summary document below.

Downloads

Suffering in Silence report

Suffering in Silence report summary - easy read version

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