Talk to us, we listen, we act

0330 355 1285

Complaint handling project

Our Complaint Handling Project

Healthwatch Peterborough’s Board started raising concerns about local and national NHS complaint handling in 2012. We have worked closely with our local acute Trust staff, Board and patients to provide recommendations including a need for a national standards for complaints handling to be set up by the NHS and that each provider should be required to evaluate the effectiveness of, and user satisfaction, of their complaints handling process. Click here to read our 2012 report.

We continue to work with our local hospital Trust and details of our joint-working can be found below.

Healthwatch Peterborough – Peterborough Hospital’s Complaints Review Group


PSHFT-1-233x182Healthwatch Peterborough raised concerns with Peterborough and Stamford Hospitals NHS Foundation Trust following a number of patient communications demonstrating failures to respond and/or respond adequately.

We were invited to provide the patient/public representation on the newly formed Complaints Review Group. The group is leading the re-writing of the hospital’s complaints policy. We challenge and influence the development of this vital policy and have the opportunity to share patient feedback. Healthwatch Peterborough’s Complaints Handling Questionnaire is currently sent to all those who have made a formal complaint – so we can provide independent monitoring of the complaints process.

Click here to see questionnaire.

Healthwatch Peterborough provided three independent quarterly reports, monitoring the satisafaction levels of those who make formal complaints with the Trust.

click here for Aug-Nov 2014 report and questionnaire results.

Click here for Nov-Jan 2015 report and questionnaire results

Click here for final report Jan-April with analysis of period August 2014-April 2015 (this was the final Healthwatch Peterborough report, as the Trust made the decision not to continue with our monitoring of complaint handling).

Following our recommendation and concern for monitoring their own complaint handling satisfaction levels in-house, Healthwatch Peterborough now understands the Trust will use an independent provision to continue to monitor satisfaction levels. (further information pending).

Healthwatch Peterborough remains to challenge and influence as part of the Trust’s Complaints Review Group, whose main function is to provide a forum for the ongoing development of a model of complaints handling that reflects the differing needs of patients and staff, and to provide assurance to their Board that complaints are thoroughly investigated, appropriately responded to and used in the pursuit of continuous improvements in care.

Healthwatch Peterborough (pathfinder) Complaints Handling Report 2012

The aim of this report is to examine how complaints are handled by Peterborough and Stamford Hospitals NHS Foundation Trust and if their complaints system might be further strengthened.

View the Report

Healthwatch England video report on complaints

Healtwatch England inteviewed consumers to find out what their thoughts on complaints are, what prevents them from complaining and what they’d like to see moving forward. They also spoke to key public sector leaders to find out what they are learning and what good might look like in an ideal world. You can watch the film or download a copy of the transcript.

Watch ‘Complaints – People not process’ video report


Leaflet for local Healthwatch about complaints

Healthwatch England has created a leaflet about the issues affecting people who need to make a complaint.

Download the leaflet for local Healthwatch


An introduction to The Parliamentary and Health Service ombudsman

The Parliamentary and Health Service Ombudsman have created videos explaining who they are and what work they do.

Watch the videos