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The Care Quality Commission responds to the Which? complaints report

13 March 2015
  • Media

Responding to the Which? report "Make Complaints Count" Prof Sir Mike Richards, Chief Inspector of Hospitals at the Care Quality Commission, said:

“The findings from Which? mirror our own recent investigation of the complaints system across health and adult social care in England. We found huge variation where people who raise concerns about NHS, primary care and adult social care services were often met with a defensive culture, rather than one that listens and is willing to learn.

"A service that is safe, responsive and well-led will treat each concern as an opportunity to improve, will encourage its staff to raise concerns without the fear of any consequences and will respond openly and honestly to complaints. Our evidence suggests that services are not quite there yet, so more needs to be done to inspire an open culture in health and adult social care where concerns are welcomed and acted upon.

“We consider various information; including the number of complaints, to help us decide when and where to inspect. Serious concerns raised to us can lead to unannounced inspections.

"We have a role in supporting this change through our inspections. We will continue to hold health and adult social care services to the high standards that people both expect and deserve."


For media enquiries, contact CQC’s press office on 020 7448 9401, during office hours, or, out of hours, on 07789 876508. For general enquiries, call 03000 61 61 61.

Last updated:
29 May 2017

Notes to editors

About the Care Quality Commission

The Care Quality Commission (CQC) is the independent regulator of health and social care in England.

We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve.

We monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and we publish what we find to help people choose care.