Published 16th October

Responding to the latest NHS complaints data, Rachel Power, Chief Executive of the Patients Association said:

‘The record number of NHS complaints in the past year should be a wake-up call. Every complaint represents a patient who felt unheard, dismissed, or failed by a system meant to care for them in their moment of need.

‘Patients tell us that being listened to and taken seriously is one of the most important parts of their care, yet too often their experience falls short. Navigating a stressful and complex complaints process after a poor experience can compound the harm, especially for those who already face barriers to having their voices heard. Our webpage on ‘How to make a complaint’ is frequently one of the most visited pages on our website, with over 13,000 views last year, demonstrating the need for help navigating the process.

‘To rebuild trust, the government must deliver on its promise in the 10 Year Health Plan to make the complaints process more accessible and ensure that patient feedback genuinely leads to change. Embedding patient partnership and shared decision-making at every level of care is the only way to make sure patients are truly listened to.’

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