Less than 1 in 10 patients who experience poor NHS care make a formal complaint – because they have ‘no confidence’ in the grievances procedure, study reveals

Fewer than one in patients who experience poor NHS care bother making a formal complaint because they have ‘no confidence’ in the grievances procedure, according to a study.

The report by Healthwatch England found that under half took any action – such as sharing concerns with ward staff – with many feeling it would make no difference or improve things.

Others worried it could have a detrimental effect on future care or said they did not know who they could complain to, the survey of 2,650 adults found.

The poll was conducted a decade after a report into Mid-Staffordshire Hospital scandal, which concluded that people found ‘making complaints overly complex, incredibly frustrating and largely ineffective’.

Almost one in four (24 per cent) had a poor experience with the NHS in the last year, yet 56 per cent of these people took no action, with just 9 per cent making a formal complaint.

Of those who did complain, over half (56 per cent) were dissatisfied with the process, with the same proportion unhappy about the outcome.

Louise Ansari, chief executive of Healthwatch England, said little had changed in a decade.

She said: ‘We know that public satisfaction with the NHS is at record low levels, with too many patients receiving poor care.

‘When patients feel their complaints are not taken seriously or don’t take any action due to a complex system, services miss out on vital information to help them improve.’ 

Healthcare leaders should focus on developing a culture of listening and learning from complaints across the sector, she said.

‘Making it easier for patients and families to navigate the complaints system through the NHS app, setting mandatory response times, and measuring people’s satisfaction with the process and the outcomes from complaints, will be a key part of this,’ she added.

The report noted that with the public satisfaction with the NHS at a record low, ‘the way the NHS handles, responds and learns from complaints is vital.’

Figures published in October show the total number of all reported written complaints in the NHS in 2023/24 was 241,922, an increase of 5.4 per cent on the previous 12 months.

However, the Healthwatch report claims low public confidence is preventing people from taking any action after experiencing poor care’, meaning current complaint numbers ‘could just be the tip of the iceberg’.

Overall, the analysis found a 37 per cent hike in complaints between 2013/14 and 2023/24.

An NHS spokesman said: ‘The NHS takes patient experiences very seriously and we are committed to listening to patients and rolling out initiatives like Martha’s Rule, which is already having a transformative effect in some cases.

‘This report highlights that there is still more to do to listen to patients, respond to complaints and improve services, which is why the NHS is working closely with the Government on this year’s 10-Year Health Plan to help us transform services to provide the best quality care for patients.’

A spokesperson for the Department for Health and Social Care said: ‘This report shows the NHS complaints system is failing far too many patients.

‘We are determined to foster an environment where patients and NHS staff alike are able to speak up, knowing they will be supported and that their concerns will be listened to and acted upon.

‘We must never turn a blind eye to failure, which is why we will build a culture of transparency in the NHS and ensure patients voices are heard.’