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‘Simply not being listened to’ - Citizens Advice responds to new patient complaints figures

Citizens Advice has today said that the health and social care complaints system in England is not working for patients or providers.

The patient watchdog Healthwatch England has today released new figures showing that almost two thirds of people don’t feel they are taken seriously when making complaints about GPs, hospitals or care homes.

Responding to the figures Gillian Guy, Chief Executive of Citizens Advice, said:

"An effective complaints system is in everyone’s interest. People must be able to voice their complaints about health or social care and crucially be confident that their views will be listened to and acted upon. In the last 12 months Citizens Advice has helped people with over 3,000 problems with health or social care complaints. Too many of these people feel they are simply not being listened to.

"The current complaints system is not working for patients or providers. If someone is sick or recovering from medical treatment a nightmare complaints procedure is not going to help them in their recovery. The day to day experiences of patients, their friends and families are an invaluable source of insight on how services are working.

"Complaints are a vital way to improve the quality of health and social care. People should be encouraged to give feedback on health and social care so it can be improved for everyone."

Citizens Advice

Notes to editors:

  1. This year the Citizens Advice service celebrates its 75th anniversary. We’ve planned a year of activity running from January to December 2014. Contact the press office on 03000 231 080, or via email at press.office@citizensadvice.org.uk, to find out more.
  2. The Citizens Advice service comprises a network of local bureaux, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  3. The advice provided by the Citizens Advice service is free, independent, confidential, and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  4. To find your local bureau in England and Wales, visit citizensadvice.org.uk. You can also get advice online at adviceguide.org.uk
  5. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers
  6. Citizens Advice Bureaux in England and Wales advised 2.1 million clients on 6.6 million problems from April 2012 to March 2013. For full 2012/2013 service statistics see our quarterly publication Advice trends
  7. Citizens Advice service staff are supported by more than 22,000 trained volunteers, working at over 3,000 service outlets across England and Wales.

 View report: http://www.healthwatch.co.uk/sites/default/files/complaints-summary.pdf

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