NHS and Social Care Complaints Report
We asked people to share their experiences of making a complaint about NHS or social care services in Shropshire within the last two years. Through our IHCA Service we have often heard from people who have found the process confusing and disappointing which has sometimes resulted in people deciding not to complain at all.
Key Findings
- People told us that they didn’t feel that they were taken seriously or given proper attention, they described feeling ignored, ‘fobbed off’ or that their complaint was not taken seriously by those investigating it.
- People commented on the feeling that organisations were defensive in their approach to their complaint, mentioning a feeling of being ‘lied to’ or just apologised to without explanations.
- People told us about their experiences of using the complaints process and that they felt it was difficult to navigate or confusing.
- Delays were a key theme which many people told us they were concerned about.
- People told us about their dissatisfaction with the response they received to their complaint.
- People told us they did not feel confident that things would change or services would improve as a result of their complaint.
Downloads
HWS NHS and Social Care Complaints Report
Complaints information on GP websites - spotlight report
During this project it became apparent that the information given to patients by GP practices via their websites about the NHS complaints process was quite varied and in some cases incomplete and / or out of date.
We decided to ask a new staff member and a volunteer to assess the information they found on the 37 websites of the practices in Shropshire.
Downloads
Complaints information on GP websites - spotlight report
