Thinking differently about complaints in the NHS

Abstract

NHS complaints have been both the precipitant and subject of numerous recent reports, inquiries and investigations. They are viewed and treated as a wholly negative aspect of NHS activity and consume significant resource and time in addition to the emotional impact on both patients and staff. Currently the stance taken by NHS providers is defensive and process-driven with little attention to the subject of the complaint and how this might provide useful and constructive information (delivery model). With much focus on patient experience and how this can be improved, complaints, if incorporated into a much bigger framework encompassing patient feedback, satisfaction and experience, could be used to constructively develop and shape healthcare delivery. Use of complaints to inform experience based co-design and collaboration could transform some healthcare services for the benefit of patients and healthcare professionals (relational model). The NHS must learn how to effectively harness patient feedback, including complaints through all available channels: written, verbal and via electronic media. Limited resources mean not everyone can have the treatment they want or need when and where they want or need it and in building an anticipatory approach to complaints by making it easy for patients by inviting feedback, good and bad, training staff to act appropriately and thinking differently by seeing complaints as an opportunity rather than a threat, could contribute to driving improvement across healthcare and making the NHS the high performing organisation it aspires to be.