Reports about NHS

Spotlight on accessible communication: your stories, your rights

11 August 2026

In this report, we look at some of the accessible communication complaints people have brought to us, to shine a light on their experiences and encourage others to let their voices be heard. We share case summaries and guidance to help people complain.

Reports about NHS

Conversations that matter most: improving communication in end of life care

25 June 2026

Good end of life care depends on good communication. In this report, we draw on the experiences of families and clinicians to set out where communication most often falls short and what needs to change.

Reports about NHS

Briefing - Learning from complaints: insights from NHS trust leaders

27 May 2026

This short paper shares insights from senior leaders at NHS trusts across England on how they handle complaints, what complaints reveal and how they use that learning to make improvements.

Reports about NHS

End of life care: improving DNACPR conversations for everyone

14 March 2024

We are calling for urgent improvements to the process and communication surrounding do not attempt cardiopulmonary resuscitation (DNACPR), so doctors, patients, and their loved ones can make informed choices about their care. 

Reports about NHS

Discharge from mental health care: making it safe and patient-centred

1 February 2024

The safety of mental health patients is being put at risk when they leave inpatient services, leading to a continuous revolving door of care and discharge.

Reports about NHS

Spotlight on sepsis: your stories, your rights

25 October 2023

We've looked at some of the sepsis complaints people have brought to us, to shine a light on their experiences and encourage others to let their voices be heard.

Reports about NHS

Broken trust: making patient safety more than just a promise

26 June 2023

This report draws on findings from our investigations and asks what more must be done to close the gap between ambitious patient safety objectives and the reality of frontline practice.

Reports about NHS

NHS Complaint Standards: 2021-2022 pilot evaluation report

30 March 2023

Following the release of the NHS Complaint Standards in early 2021, we ran a pilot with several NHS organisations between 2021-22 to develop supporting materials, training and guidance that would help the NHS to embed the Standards in its work.

Reports about NHS

Spotlight on maternity services: your stories, your rights

22 March 2023

In this report, we look at themes from maternity complaints families have brought to us, to shine a light on their experiences and encourage others to let their voices be heard.

Reports about NHS

Continuing Healthcare: an investigation into Hounslow Clinical Commissioning Group

25 October 2022

Our investigation into how the Hounslow Clinical Commissioning Group (CCG) processed the CHC funding and Personal Health Budget (PHB) for his father, Mr Q. He complained that the CCG did not provide the correct level of care to meet Mr Q’s assessed needs.

Reports about NHS

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