The Clywd Hart report looks at how complaints about care in NHS hospitals made by patients, their carers and representatives are listened to and acted on by hospitals.
Responding to the Clywd Hart report, Anna Bradley, Chair of Healthwatch England, said:
"People simply don't know where to go if they have a problem. They just want their complaints dealt with quickly, efficiently and to see that it has made some practical difference for the future.
"However, today’s report is another indication of how far there is still to go before people get the complaints system they deserve.
"As the consumer champion for health and social care we will be campaigning at both a national and local level to see these recommendations put into action. We will scrutinise the system to ensure they are implemented not just in hospitals but across the entire health and social care sector including care homes, dentists and GP surgeries."