Delays and missing information spark complaints, CQC finds

Delays to a service or appointment, lack of information and poor care are among the reasons why people complain to providers, the Care Quality Commission has highlighted in a new campaign.

The ‘Declare Your Care’ campaign is calling on more people to speak up about their experiences of care, so that the CQC can support services to improve. 

Its research shows that people also want to raise concerns about the lack of communication between health and care services.

The CQC believes that almost seven million people have kept quiet about poor care over the past five years. because they don’t know how (20 per cent) or who (33 per cent) to raise complaints or concerns with, they don’t want to be seen as a ‘troublemaker’ (33 per cent) or are worried about not being taken seriously (28 per cent). Over a third of people (37 per cent) felt that nothing would change as a result. However, over half (58 per cent) say they regret not speaking up. According to the survey, two in three complaints are resolved quickly.

The majority of people who did raise a concern or complaint say they were motivated by a desire to improve care for themselves or their own families (61 per cent) or others (55 per cent) with a smaller number also hoping for an apology or explanation (26 per cent).    

Service users can report their experience of care to the CQC online.  


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