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Patients should have one point of contact for complaints, MPs are told

BMJ 2014; 348 doi: (Published 19 June 2014) Cite this as: BMJ 2014;348:g4122
  1. Adrian O’Dowd
  1. 1London

Patients and their families should have a single point of contact for any type of complaint about health services to simplify the NHS’s complaints system, MPs have been told.

Regulatory bodies appearing before the parliamentary health select committee said that the current system, though improved, was still confusing and overly complicated for the public. During an evidence session on 17 June for its inquiry into complaints and raising concerns, MPs asked about the scale of complaints being made.

David Behan, chief executive of the NHS regulator the Care Quality Commission, giving evidence, said, “We know that complaints generally in the NHS are increasing, and we know that referrals to ourselves about concerns in the NHS …

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