Summary of report content
Healthwatch England looked at whether hospitals are learning from complaints by searching the websites of 149 NHS acute trusts in England and looking for substantive reporting on complaints.
They found that:
- Local reporting on complaints is inconsistent and inaccessible
- Staff are not empowered to communicate with the public on complaints
- Reporting focusses on counting complaints, not demonstrating learning.
The report contains 10 recommendations aimed at improving learning from complaints.
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Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.