Someone complaining about the NHS might have very different motivations and needs than they would if complaining about a less personal or sensitive topic.
As the NHS market expands, providers used to delivering good customer service, and dealing with their complaints in particular ways, have already begun to see — and will continue to see — occasional complaints about their NHS‑funded services. When this happens, they need to be flexible and think carefully. Most NHS complaints are not equivalent to legal claims, nor are they comparable to a complaint about the quality of a product.
Learning from our casework tells us that when dealing with complaints about NHS-funded services, providers should:
- explicitly acknowledge when mistakes have been made;
- involve frontline staff, such as the clinicians they employ, in investigations;
- be prepared to make more than one detailed, fact-checked response; and
- meet complainants to discuss their concerns if necessary.
New providers must ensure that they are aware of their responsibilities and requirements for dealing with complaints about their NHS services. Trained staff and processes need to be ready as soon as possible – ideally before they begin providing NHS services.
Getting it right in the new NHS
NHS organisations have asked us how independent providers should handle complaints, and how complaints should be dealt with during the transition to the new system. We expect any organisation providing NHS care to handle complaints well and in line with our Principles of Good Complaint Handling, both during and after the transition period.