Spotlight on complaints and why they matter

A spotlight on complaints and why they matter in health and social care regulation 

This page collates some of our recent activity and posts on complaints.

Over the past few weeks, we have explored why complaints matter in health and social care regulation, the barriers people can face when raising concerns, and how better signposting and listening can help make complaints processes clearer and more accessible.

Introducing the topic

We began the month by introducing complaints as our Hot Topic, highlighting the need to understand the experiences of people who want to raise concerns, the importance of hearing patient voices, and the role of practical resources in supporting better understanding.

What has become apparent during month is: the work to improve how concerns and complaints are raised and acted on must continue. Over the past few weeks, we’ve explored why people don’t always feel able to speak up, the impact complaints can have on staff and services, and how changing expectations, technology and online spaces are reshaping the way concerns or complaints are raised. We’ve also highlighted the need for more compassionate, trauma‑informed approaches, and the importance of breaking down barriers across the system. A clear theme has emerged which echoes the key findings in our research Barriers to complaints: People raise concerns because they want to protect others and improve care. But too often, the process can feel unclear, difficult or unsupported.

What we've shared

During the month we shared:

• a Q&A on handling complaints in health and social care, drawing on research into what can help or hinder both members of the public and professionals when they consider making a complaint. The discussion looked at issues such as uncertainty about where to go, concerns about whether a complaint is serious enough, fear of repercussions, the complexity of processes, and the need for clearer guidance and support.
• A short video where PSA Policy Manager, Daisy Blench, discussed the proposed regulatory reforms and what they could mean for people raising concerns. Watch the video to hear about the potential benefits, risks and how changes could affect the complaints process in practice.

Recommended reads of the weeks

At the end of each week, we also recommended reading on the subject:

1. Pulse article outlining key changes that could improve systems, from early resolution and better triage to clearer definitions of complaints and a more proportionate regulatory approach.
2. Management in Practice article drawing on survey responses from GPs and practice managers, it explores why complaints are increasing in general practice and what this means for workload, staff morale and complaints handling. 
3. A blog by Professor Louise Wallace, one of the researchers behind the Witness to Harm study into the experience of witnesses in the fitness to practise process. In this blog, Professor Wallace explains why customer and personalised care are not good enough, and why a more compassionate approach to complaints handling is needed.
4. A joint blog by Rebecca Hilsenrath (Parliamentary and Health Service Ombudsman and Alan Clamp (PSA Chief Executive) explaining more about how barriers can prevent people from raising concerns about health and social care – meaning missed opportunities to learn, improve, and protect the public.