NHS told to streamline 'complicated' complaints process

The complaints system for the NHS in England is "hopelessly complicated" and needs an overhaul, according to the patients' watchdog.

Healthwatch England says more than 70 organisations are involved in dealing with complaints about the NHS and social care.

It wants the process to be simplified to ensure patients get more support.

NHS England says it is committed to improving how complaints are handled and is piloting a new approach.

Several inquiries have highlighted failings in the complaints systems for health and social care, and the dangers of failing to heed patients' concerns.

Now Healthwatch England's review of the complaints system - based on public responses to its survey - has discovered there are up to 75 different types of organisation involved in the process.

Initially, health and care providers - including hospitals, GP practices and care homes - or their commissioning bodies can be challenged.

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