Log In
Friday 20th April 2018

NHS told to do better with complaints

16th February 2009

The Healthcare Commission has said that the health service needs to improve how it handles complaints.


Current procedure means complaints in England are handled by health service trusts. However, complaints can be directed up the chain to the Healthcare Commission and finally to the Ombudsman.

The Commission has published a report which showed the amount of complaints upheld by the watchdog increased by 50% in 2008 in comparison to the previous year.

The report has been released before changes are introduced later in 2009 which will allow patients to take their case directly to the Ombudsman if they do not agree with how the trust has handled their complaint.

Around 135,000 complaints are submitted to the NHS every year. Of this figure, about 9,000 are unable to be dealt with locally and are passed on to the Commission.

30% of these complaints were upheld by the Commission - an increase of 20% from 2007.

The Commission gave back 17% of complaints to the trusts who originally passed them upwards because "their approach to tackling them was deemed insufficient".

Healthcare Commission chief executive Anna Walker said: "It is very important that people feel that they can complain about their NHS trust if they need to and that the trust will respond positively to their complaint and learn general lessons from it."


Share this page


There are no comments for this article, be the first to comment!

Post your comment

Only registered users can comment. Fill in your e-mail address for quick registration.

Your email address:

Your comment will be checked by a Healthcare Today moderator before it is published on the site.

Article Information

Title: NHS told to do better with complaints
Author: Jess Laurence
Article Id: 10219
Date Added: 16th Feb 2009


BBC News
Care Quality Commission

Recent Related Articles

Trust chief executive resigns

Backlog of 'on hold' patients checked at trust

Trust deficit could reach £144m


Add to scrapbook
Show Comments
Add comment
Find all related articles


Mayden - Innovative cloud-based web development for the healthcare sector
© Mayden Foundation 2018