PEOPLE could be being put off from making complaints about health and adult social care, which is leading to concerns not being identified and providers missing out on opportunities to improve their services, says a watchdog.
In a newly-published report, the Care Quality Commission found there was wide variation in how the way complaints are handled across the NHS, primary care and adult social care services in England including our region, with complainants being met too often with a defensive culture rather than one that listens and is willing to learn.
Although the regulator has found examples of good practice, more needs to be done to encourage people to come forward with their complaints, to keep them informed on the progress, to reassure them that action will be taken as a result, and to assess that whether if they are satisfied with how it was been resolved. This, in turn, will lead to improvements in the quality of care.
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