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Consumer organisation to fight for overhaul of NHS complaints system

BMJ 2013; 346 doi: https://doi.org/10.1136/bmj.f4093 (Published 24 June 2013) Cite this as: BMJ 2013;346:f4093
  1. Matthew Limb
  1. 1London

Healthwatch England, the independent body that represents users of health and social care, has pledged to fight for an overhaul of the “failing” NHS complaints system, after a survey showed that nearly half of people lacked confidence in the current system.

Katherine Rake, chief executive of Healthwatch, told the organisation’s first annual conference that the NHS complaints system was “incredibly complicated,” widely distrusted, and “not fit for purpose.”

She said that it left many people feeling dissatisfied, “intimidated,” and confused about who to complain to.

In addition, many people did not lodge complaints out of fear that it would affect how they were treated or because they believed that complaining would make no difference.

The organisation …

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