Many trusts fail to monitor whether complaints have any effect, says watchdog

BMJ 2007; 335 doi: (Published 11 October 2007) Cite this as: BMJ 2007;335:738
  1. Zosia Kmietowicz
  1. London

    NHS trusts in England are failing to act on and learn from the complaints they get, says the national healthcare watchdog.

    Results from the Healthcare Commission's first ever audit of complaint handling in the NHS show that the way in which complaints are followed up varies greatly.

    The commission identified the 10% of trusts that were most at risk of not meeting the core standard set down by the government on handling complaints. These 32 trusts, together with 10 others selected because they handled complaints well, were inspected by the commission in February and March this year.

    The core standard requires trusts to make complaints procedures accessible, to act on concerns and make changes where appropriate, …

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