Healthwatch England explores the health and social care complaints systems
The right to complain or give feedback about an unsatisfactory service is a key consumer right. It is one that the entire Healthwatch network needs to champion. Our role is to ensure that the voices of consumers and those who use services reach the ears of decision makers – even when those voices have something difficult to say.
Healthwatch England has spoken directly to consumers, sector leaders and reviewed the evidence around the current complaints system across health and social care. The bottom line is that the complaints system doesn’t work for consumers.
We've put together a selection of products below that demonstrate the view of the consumer, what key public sector leaders are finding and some comments on what good might look like in relation to a good complaints system.
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