This report outlines the results of an analysis which shows
substantial variations in the way in which hospitals display information
about how to make a complaint. It also suggests that support to
patients is incomplete and unclear, with 35% of staff citing
insufficient training in complaints handling as an issue. Key
recommendations from the report include: accessible information on how
to make a complaint on Trusts’ websites, as well as on leaflets and
posters throughout NHS hospital ward; complaints being regarded as a
learning opportunity to avoid creating a culture of blame; and specific
provisions for complaint-related staff training and support.
