“We now need greater detail on how complaints will trigger action” – our response to CQC’s report on complaints
Which? executive director, Richard Lloyd, said:
“For too long the views of health and social care users have not been heard, so it’s good the regulator is taking steps to improve complaints handling and put patient feedback at the heart of what it does.
“We now need greater detail on how complaints will trigger action from the regulator, to give people confidence it’s worthwhile speaking up and that something can, and will, be done.”
Background
1. Our ‘Make complaints count’ campaign now has over 60,000 supporters and is calling on the Government to pledge to be the champion of patients, parents and all users of public services by committing to:
- Giving people a role in triggering inspections by regulators through their complaints
- Giving people a unified public services ombudsman which can swiftly deal with their unresolved complaints
- Giving people a voice by allowing representative groups to make super-complaints in our public services, as they do in private markets
People can support the campaign at www.which.co.uk/
2. Previous Which? research has found:
- 34% of people who have experienced a problem with public services in the past year didn’t complain
- 39% didn’t complain because they didn’t think it would be worth the effort
- 32% didn’t complain because they didn’t think anything would be done
- 75% would be more likely to complain if they knew it would result in direct action
- 79% would be more likely to complain if they knew it would make a difference to other people’s experience
Methodology: Populus, on behalf of Which?, conducted an online survey of 4,132 UK adults between 19thand 23rd February 2014. Data were weighted to be representative of all UK adults. Populus is a member of the British Polling Council and abides by their rules.
Statement: Public Services