Hospitals need to do more to show people how they learn from complaints

Healthwatch England have published their latest report which investigates how hospitals report on complaints. Key findings from the report show that: 

  • Local reporting on complaints is inconsistent and inaccessible 
  • Staff are not empowered to communicate with the public on complaints 
  • Reporting focuses on counting complaints, not demonstrating learning 

Sir Robert Francis QC is writing to every trust in the country with the findings from their report, and the need for leaders to shift their focus from the number of complaints, to the people behind them, and what needs to change.

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