Turning Insights from complaints into action: preventing harm in care

Professional Standards Authority Policy Symposium | 7 October 2025 | Goldsmiths Centre, London

The Professional Standards Authority’s 2025 Policy Symposium brought together leaders from across health and social care to explore how learning from complaints can help prevent harm and improve regulation. The event focused on sharing practical insights and identifying opportunities for better handling of concerns, both before and after they reach professional regulators.

Discussions highlighted that the wellbeing of healthcare professionals is not just a workforce issue, but a fundamental part of patient safety. Attendees heard about the real pressures faced on the frontline, including moral distress, burnout, and the impact of complaints on staff. There was broad agreement that meaningful, evidence-based support for staff is essential, and that preparing professionals for the realities of practice must be a priority.

The symposium also examined what makes regulation effective. Contributors stressed the importance of understanding the sectors being regulated, using good data and evidence, and working collaboratively across different regulatory bodies. The need for clear boundaries, transparency, and public confidence in regulation was a recurring theme.

A significant part of the day was devoted to the experience of people raising complaints. Barriers such as lack of awareness, accessibility challenges, and concerns about whether complaints will lead to change were discussed. The importance of clear signposting, supportive advocacy, and trauma-informed processes was emphasised, alongside the need to learn from complaints to drive service improvement.

The role of data and technology in identifying risks and improving care was explored, with recognition that technology is only as effective as the data and collaboration behind it. The event also addressed the need for equity and inclusion, highlighting that complaints systems must be accessible to all and that the voices of patients and communities should be central to decision-making.

Throughout the day, participants called for a more positive culture around complaints, one that values learning, celebrates what works well, and builds trust between professionals, regulators, and the public. The insights gathered will help shape the PSA’s future strategy, with the aim of supporting safer, fairer, and more effective health and care regulation.