NHS complaints
If a patient or their representative believes that something has gone wrong during treatment, they can make a complaint to their local NHS healthcare provider. The provider then investigates and responds to the complaint, which in more than 90% of cases resolves the patient's concerns.
In July 2004, the Healthcare Commission became responsible for independently reviewing complaints about NHS healthcare that have not been resolved by the trusts involved. The overall aim is to provide a review process that is independent of the NHS and to encourage trusts to handle complaints more effectively at the local level.
To encourage better local resolution, we have published guidance for trusts on best practice in handling complaints. The guidance will also help to ensure they are complying with the Department of Health’s core standard in this area (core standard 14).
More about our guidance for trusts
More about the independent review procedure (PDF, 255K)
Audit of NHS complaints handling
Not only are we receiving a worryingly high volume of complaints for independent review, but we are also finding that around a third of them need to go back to the trusts for further local investigation. For some trusts the proportion of complaints we need to return is as high as two-thirds.
To find out why so many trusts are not dealing with complaints effectively and to drive the improvements needed, we audited all NHS organisations in England against the Department of Health’s core standard in this area (core standard 14).
More about our audit of NHS complaints handling
Reporting on our first two years as an independent reviewer
Read our 'Spotlight on Complaints' report about the first 16,000 requests for independent review we received (pdf 1476kb) (opens new window)
Queries about the review process
If you have a query about how the Healthcare Commision independently reviews NHS complaints, telephone 0845 601 3012 or email
complaints@healthcarecommission.org.uk
Information for patients and members of the public
Most reports on this site are PDF files, to view any PDF file you will need Adobe Acrobat Reader.