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Complaints: only 38% of hospitals in England report any action taken in response

BMJ 2020; 368 doi: https://doi.org/10.1136/bmj.m199 (Published 16 January 2020) Cite this as: BMJ 2020;368:m199
  1. Elisabeth Mahase
  1. The BMJ

Just over a third (38%) of NHS hospitals in England reported on any action taken in response to complaints raised by patients or loved ones in 2018, research has shown.

A review of complaint reporting, carried out by Healthwatch,1 found that just one in eight hospital trusts had provided all necessary information to comply with statutory complaint regulations.

The review team searched through 149 NHS acute trust websites and found that, while all hospitals reported the number of complaints that they had received, just 16% of hospitals published the required standalone complaint reports.

In other publicly available sources, such as annual accounts, hospitals often reported that …

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