A review of the NHS hospitals complaints system: putting patients back in the picture

There were more than 162,000 complaints about NHS care in 2012/13. Following the Francis report into Mid Staffordshire NHS Foundation Trust which highlighted that complaints are a warning sign of problems in a hospital, the Prime Minister and Secretary of State for Health, Jeremy Hunt commissioned a review to consider the handling of concerns and complaints in NHS hospital care in England. The review was co-chaired by Ann Clwyd MP for Cynon Valley and Professor Tricia Hart, Chief Executive, South Tees Hospitals NHS Foundation Trust.. The review received 2,500 responses, most of which described problems with the quality of treatment or care in NHS hospitals; but some were from people who had not complained, because they felt the process was too confusing or they feared for their future care. This report looks at how complaints about care in NHS hospitals made by patients, their carers and representatives are listened to and acted on by hospitals.