Consumers of health and social care services have 5 concerns:
- They do not have trust and confidence in the complaints system
- They are afraid to make a complaint close to the source of their care in case it affects how they are treated
- They do not believe that making a complaint will make a difference and that nothing will change as a result of their complaint
- They do not know who to complain to
- It can be bureaucratic and intimidating
They have 8 simple principles:
- Trusted and confidential.
- Responsive: Almost half (49%) of people have no confidence that their complaints will be dealt with effectively.
- Supportive: It takes courage to complain, don’t make it harder.
- Simple: The current complaints system is complex and simplification is paramount.
- Joined up: Consumers and users of services should be assured that lessons will be learned by the whole health and social care system – not just the individual health or care setting complained about.
- Integration between health and social care: Many issues arise at the junction of care, where a provider, ward or department changes or where an individual passes from health to social care provision.
- Transparency: The consumers can make effective choices about their health and social care.
- Complaints data and benchmarking: It can be the catalyst for service improvement and innovation