Summary
NHS Resolution has published research on the factors which lead patients to consider a claim for compensation when something goes wrong in their healthcare. Undertaken in partnership with The Behavioural Insights Team (BIT), the research considered the experience reported by 728 patients who agreed to participate in a survey, including 20 who volunteered for a subsequent in depth telephone interview with the BIT team.
Content
The report concludes that the research participants were, in general, not satisfied with the reactions of NHS staff following their incident or how their complaint was handled within the NHS. A number of intrinsic motivators made participants want to claim against the NHS. In addition, certain external factors prompted, or even triggered, individuals to pursue a claim.
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