The Pharmaceutical Journal
Vol 279 No 7473 p396
13 October 2007

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Handling of complaints about NHS services is inconsistent

Marked variation in the handling of complaints made about NHS services exists in England, according to a Healthcare Commission report.

Published this week, “Is anyone listening? A report on complaints handling in the NHS” (PDF 270K) says that there is an absence of systems to monitor if care has changed as a result of a patient or carer making a complaint.

Additionally, the commission says that “there is little evidence of trusts using complaints data to inform their decision-making when commissioning services, particularly the services of independent contractors”.

The report also points out that independent contractor primary care providers, such as pharmacies and GPs, have 10 days in which to investigate and respond to a patient’s complaint.