This has proved the case in 2011-12. We received 272 complaints about independent providers in 2011-12, a 61% increase on the number we received the previous year.
Some of these providers will be large organisations entering the market for the first time. Some will be new ventures. Others will be charities or other third-sector organisations. All of these providers must comply with the Department of Health’s complaints regulations and need to understand their responsibilities in the NHS complaints landscape, and the values and requirements that underpin the NHS Constitution. Patients’ rights include the right to bring their complaint to the Ombudsman if they are not satisfied with the way their complaint is dealt with by the NHS, and the right to compensation when they have been harmed by NHS treatment. Providers of NHS care will be expected to inform their patients of these rights where appropriate, and support them in exercising those rights.