Complaints handling must improve in UK trustsBMJ 2005; 331 doi: https://doi.org/10.1136/bmj.331.7507.11-a (Published 30 June 2005) Cite this as: BMJ 2005;331:11
- Andrew Cole
The UK Healthcare Commission has warned NHS trusts that they could lose out in their annual assessment if they do not improve their handling of patients' complaints. Since the commission took over the independent second stage of the complaints process last August, the number of unresolved complaints has trebled from less than 3000 a year under the old system to an estimated 9000-10 000 this year.
A progress report from the commission's head of complaints says that in its first 10 months the commission received nearly 7000 requests to review complaints, of which …