Care Quality Commission (CQC) says speak up about your care
The Care Quality Commission (CQC) is calling for people to speak up about their experiences of care, as new research* shows that almost 7 million people in England who have accessed health or social care services, in the last five years have had concerns about their care, but never raised them**. Of these, over half (58%) expressed regret about not doing so.
The most common reasons for not raising a concern were not knowing how (20%) or who (33%) to raise it with, not wanting to be seen as a ‘troublemaker’ (33%) and worries about not being taken seriously (28%). Over a third of people (37%) felt that nothing would change as a result.
However, when people did raise a concern or complaint, the majority (66%) found their issue was resolved quickly, it helped the service to improve and they were happy with the outcome.
The research is being published today by CQC to mark the launch of their ‘Declare Your Care’ campaign. The campaign is encouraging people to share their experiences of care with CQC to support its work to improve standards of care in England.
The majority of people who did raise a concern or complaint were motivated by a desire to make sure that care improved for others. This included wanting to improve the care they, or a loved one, had received (61%) and improve care for everyone using the service (55%) with a smaller number also hoping for an apology or explanation (26%).
The main reasons given for raising, or wanting to raise a concern, were delays to a service or appointment, lack of information and poor patient care. Additionally, over a fifth indicated that they have raised or wanted to raise concerns about the lack of communication between health and care services.
You can share your experience of care, on behalf of yourself or a family member, at www.cqc.org.uk/sye
*The consumer research was conducted between 29 November 2018 and 14 December 2018 with 2,002 people in England who have had a health service (NHS and private) or social care experience in the last 5 years (either as a patient or carer). You can access further information on the data here.
** Based on 15.5% of people surveyed in England aged 16+ who are a carer or a patient who have not complained but have had concerns
CQC do not have responsibility for resolving individual complaints, however CQC encourages people who experience or know about poor care to inform the regulator to inform their inspection programme