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.