Take care complaints more seriously
Monday, December 8, 2014
Complaints about health and social care should be taken more seriously, says the Care Quality Commission regulator.
The Care Quality Commission (CQC) has produced a report, ‘Complaints Matter,’ which said there was a wide variation in the way complaints were handled across the NHS, primary care and adult social care services in England.
The report said too often people were met with a “defensive culture” and people could be put off making complaints about care because providers were not willing to listen to concerns. Many people who contact the CQC do not even get as far as making a complaint, as they are put off by the confusing system or worried about the impact that complaining might have on their or their loved ones’ care.
More needs to be done to encourage an open culture where concerns are welcomed and learned from. The CQC says it has been looking at how to make complaints handling part of its inspections of health and adult care services in England.
Jeremy Hunt, Secretary of State for Health, said: “As part of our drive to confront poor care we’re making sure people know how to complain and transforming complaints handling – now a crucial part of the CQC’s tough, independent inspection regime.”
Let’s hope the report’s findings are acted upon, so the most vulnerable people are treated with dignity and respect which they deserve.