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Making the health and social care complaints system work for people

by admin | 15th October 2014

Making the health and social care complaints system work for people

The health and social care complaints system doesn’t work because it was never designed as a single system around the needs of people. Decades of piecemeal change has resulted in the current bewildering mess of over 70 different types of organisations involved in complaints handling.

We need reform and culture change to create a system that is simple, seamless and stress-free from people’s perspective and offers meaningful resolution. Some of this can be achieved through immediate changes to improve things now. But the problems go too deep to stop at minor adjustments, so we are also calling for wholescale reform.

There must be commitment across all parties to make the changes needed. We are calling for the next government to dedicate legislative time to create a compassionate complaints system as soon as possible after the general election in May 2015. People have been suffering in silence for too long.

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You can download the summary report here

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Page last updated: October 15th, 2014 at 2:12 pm