A recent report by the National Audit Office found that navigating complaints systems is not straightforward, particularly for health service users, and handling some complaints takes too long. There is little sharing of lessons learned from complaints or evidence that services are improving as a result.
Tim Burr, head of the National Audit Office, said: “The complaints systems for health and social care are not yet as accessible and responsive as they could be. There is a lack of learning from complaints, and providers are not making clear to users that services are being improved as a result. Adequate staff training, proper tackling of complaints, and evidence of improvements in response to complaints are key pointers for the planned introduction of a new comprehensive complaints system across health and social care next year.”
www.nao.gsi.gov.uk