NHS reforms have made complaining more confusing for patients

BMJ 2014; 349 doi: (Published 11 July 2014) Cite this as: BMJ 2014;349:g4547
  1. Adrian O’Dowd
  1. 1London

Patients are more confused as to how to complain about problems they experience with the health service after NHS changes introduced last year, MPs have been told. The confusion was partly due to ignorance about NHS commissioning, witnesses told the parliamentary health committee during an evidence session on 8 July for its inquiry into complaints and raising concerns.

MPs asked whether patients got enough help in accessing and using the complaints system and whether they were confused by the “complexity of new commissioning arrangements” in the NHS.

Rob Webster, chief executive of the NHS Confederation, which represents most NHS organisations, giving evidence, said, “I don’t think there’s a widely held understanding of what the role of commissioners …

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