1. NHS mandate emphasises need for services to learn from complaints

    Response -

    Following a public consultation to which over 130,000 responses were received, the Department of Health has now published the NHS mandate.

  2. Our response to Parliamentary and Health Service Ombudsman’s report on resolved public service complaints

    Response -

    A new report from the Parliamentary and Health Service Ombudsman reveals that health and social care services are leaving too many complaints unresolved and not learning from mistakes, often having a devastating impact on individuals.

  3. Greater improvement needed in complaints handling, says Health Select

    Response -

    The Health Select Committee's new report on health and social care complaints further highlights the need for greater improvement and culture change in the way that people's complaints and concerns are handled.

  4. Our response to HSCIC data on written complaints to the NHS

    Response -

    New statistics show that there were 24,900 new written complaints in the first quarter of 2015/16. Read our response.

  5. Our response to report on investigations into serious incidents in the NHS

    Response -

    New report from the Parliamentary and Health Services Ombudsman finds three key issues with how investigations into serious incidents in the NHS are conducted. Read our response.

  6. Our response to Public Administration Select Committee's report into investigating clinical incidents

    Response -

    The Public Administration Select Committee (PASC) has published their report looking at how incidents of clinical failure in the NHS are investigated – and how subsequent complaints are handled.

  7. Official figures on complaints don’t tell the full story.

    News -

    New figures show that 562 written complaints were made to the NHS per day in 2014-15, however recorded complaints are only part of the picture.

  8. Our letter to the Secretary of State with recommendations for creating an effective and compassionate health and social care complaints system

    Response -

    We have written to the Health Secretary Jeremy Hunt to take action with a seven-point plan for reform to help create an effective and compassionate complaints system.

  9. Why don’t UK citizens complain about care services when things go wrong?

    News -

    As the All Party Parliamentary Group on Health meets to discuss patient complaints today, new poll reveals half of people who experience poor care want to complain but far fewer go on to do so.

  10. Ombudsman reform only one part of the complaints puzzle

    News -

    We are calling on the Government to take action to reform the complaints system - our seven-point plan sets out how.

  11. Funding and support information for NHS Complaints Advocacy services - FOI results

    Report -

    Results from our Freedom of Information Request show care home residents and other social care users are not being given support to make a complaint about social care services.

  12. Every complaint matters - a seven-point plan for the NHS and social care

    Report -

    Our seven-point action plan to help ensure that the complaints system gives patients what they need and ensures the NHS and social care services can learn from their mistakes.