Shifting the mindset: a closer look at NHS complaints (January 2020)

Summary

This report,from Healthwatch, argues that hospitals, indeed the NHS more broadly, need to shift the mindset on complaints. Reporting needs to look beyond the numbers and response times and focus more on how to effectively demonstrate to patients and the public what has been learnt. This is the only way to give the public confidence that their concerns are being listened to and acted on. 

Content

Key findings

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