My expectations for raising concerns and complaints

What should people expect when it comes to raising concerns and complaints about health and social care? Our new report explains.
My expectations for raising concerns and complaints report front cover with two enlarged speech marks one with the picture of an elderly man and one with the picture of a mother with her baby daughter

Summary

When the government published Hard Truths, its response to Robert Francis’ inquiry into the failings at Mid Staffordshire NHS Foundation Trust, we committed to working with the Parliamentary and Health Service Ombudsman and the Local Government Ombudsman, to develop a user-led ‘vision’ of the complaints system.

This vision sets out what people should expect when it comes to raising concerns and complaints about health and social care.

Health and social care providers can use this work to measure people’s experiences of complaints and help them improve.

The vision forms part of our wider programme of work on complaints. Our report, Suffering in Silence, released in October, includes a series of recommendations for structural reform in how complaints are managed and improvements that should be made to improve standards in health and social care complaints advocacy.

Downloads

If you need this report in a different format, please email enquiries@healthwatch.co.uk or call 03000 68 3000.

My expectations for raising concerns and complaints