NHS hospitals 'failing' to listen to complaints

clock

NHS hospitals are failing to listen to concerns raised by visitors, contractors and others, a Freedom of Information (FOI) request by Healthwatch England has found.

The figures released revealed 1 in 3 hospitals did not record complaints made by third parties in hospitals, 46 out of the 123 trusts who responded.

Present complaints regulations allow anybody to complain, however some trusts said that they would only investigate such complaints if the patient gave their consent.

Others trusts record the incidents as general feedback which are not recorded in official complaints figures reported to the Health and Social Care Information Centre.

Of those who responded to the FOI request 30 trusts investigate such incidents and had details of how many cases they had had in the last three years.

From 2011 to 2014 8,448 such complaints were made, 18% of the overall 46,753 complaints made about NHS trusts.

Research earlier this year showed that almost two thirds of those who witness or experience poor care do not report it.

Anna Bradley, chair of Healthwatch England said: "Hospital patients often feel incredibly vulnerable and too scared to complain when they receive poor care. And yet widespread misapplication of the rules is preventing concerned citizens standing up on their behalf.

"Our findings indicate that where trusts are recording complaints raised by these ‘citizen whistleblowers' they account for a fifth of all cases, so to ignore them presents a huge risk in terms of addressing both the sheer number of individual incidents of poor care and the overall source of feedback they can offer.

She continued: "Whether it is someone visiting a friend or relative in hospital or a courier dropping off a parcel, everyone should be encouraged to help stamp out poor care by raising concerns whenever we witness people not getting the treatment they want, need or deserve."

More on PMI

General and Medical Healthcare joins amii
PMI

General and Medical Healthcare joins amii

PMI provider

Jaskeet Briah
clock 04 November 2024 • 1 min read
Benenden Health names Tom Woolgrove as CEO
PMI

Benenden Health names Tom Woolgrove as CEO

Former CII president

Jaskeet Briah
clock 29 October 2024 • 1 min read
Societal ageing and climate change adding to healthcare challenges
PMI

Societal ageing and climate change adding to healthcare challenges

AXA research shows

Jaskeet Briah
clock 14 October 2024 • 2 min read

Highlights

COVER Survey: Advisers damning of protection insurer service levels

COVER Survey: Advisers damning of protection insurer service levels

"It takes longer than ever to get underwriting terms"

John Brazier
clock 12 October 2023 • 5 min read
Online reviews trump price for young people selecting life and health cover

Online reviews trump price for young people selecting life and health cover

According to latest ReMark report

John Brazier
clock 11 October 2023 • 2 min read
ABI members with staff neurodiversity policy nearly doubles

ABI members with staff neurodiversity policy nearly doubles

Women within executive teams have grown to 32%

Jaskeet Briah
clock 10 October 2023 • 3 min read