NHS Complaints System Criticized for Failing Patients and Hindering Care Improvements

A new report reveals low public confidence in the NHS complaints process, with many patients refraining from reporting poor care due to fears of inaction or retaliation.

• A Healthwatch England survey found that 24% of adults in England experienced poor NHS care in the past year, but only 9% filed formal complaints.
• Over half of those who complained were dissatisfied with both the process and the outcome, citing slow responses and lack of meaningful change.
• Key reasons for not complaining included fear of negative impacts on ongoing treatment, distrust in the NHS's ability to use feedback effectively, and confusion about how to file complaints.
• Written complaints to the NHS reached a record high of 241,922 in 2023/24, a 5.4% increase from the previous year, though experts believe many incidents go unreported.
• Healthwatch England has called for mandatory response times, better accessibility through tools like the NHS app, and a cultural shift toward listening and learning from patient feedback.

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