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System for handling complaints against the English NHS fails on all counts

BMJ 2008; 337 doi: https://doi.org/10.1136/bmj.a2062 (Published 13 October 2008) Cite this as: BMJ 2008;337:a2062
  1. Clare Dyer
  1. 1BMJ

    The system for handling complaints against the NHS in England fails on all the measures of a good complaints system, says a report from the United Kingdom’s public spending watchdog, the National Audit Office (NAO). It is not accessible or responsive, and lessons are not being learnt to prevent mistakes in future.

    About one in seven people who used the NHS or social care services in the past three years were dissatisfied with their experiences, according to a survey by the office. But of those unhappy with their NHS care, only 5% went on to make a formal complaint.

    Karen Taylor, head of health studies at the audit office, said, “The …

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