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Paul Durham CQC discusses Complaints Management and Learning from the CQC Inspections of Hospitals

Paul Durham CQC discusses complaints management and learning from the CQC inspections of hospitals at today's conference. Paul will look at: 

  • developing standards for the handling of complaints by NHS organisations
  • ensuring inspectors judgements are fully informed by what people say about the quality of care in hospitals
  • sharing the learning from the inspections to date

Paul Durham' full presentation is available for download at the end of this page.

In his presentation Paul states: 

People’s experiences of care are valuable, positive or negative

A safe, responsive and well-led service should treat concerns and complaints as opportunities to improve

Embedding complaints and concerns into our model aims to:

  • Improve how we use the intelligence to better understand the quality of care
  • Consider how well providers handle complaints and concerns to encourage improvement

Rate of complaints per 1,000 patients has changed little over three years

Wide variation in the way complaints are handled – people not given information and responses untimely

Healthwatch England estimates 250,000 incidents are unreported/year

In 2013/14, 18,455 concerns received by CQC – about 50 a day

Healthwatch England suggest 82% of people more likely to raise a concern if they knew information would be used by CQC

We have a programme of work to improve the way concerns and complaints are valued. Three workstreams:

  • improving how providers handle concerns
  • improving our customer experience
  • supporting improvements in the wider system

Download: Paul Durham's Presentation

11 February 2015


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