CQC comments on PHSO review of variation in quality of NHS investigations into complaints of avoidable death and avoidable harm

Professor Edward Baker, Deputy Chief Inspector of Hospitals, said: "A service that is safe, responsive and well-led will treat every concern as an opportunity to improve, will encourage its staff to raise concerns without fear of reprisal, and will respond to complaints openly and honestly.

"While most providers have complaints systems in place, people’s experiences of these are not consistently good.

"We know from the thousands of people who contact CQC every year that many people do not even get as far as making a complaint as they are put off by the confusing system or worried about the impact that complaining might have on their or their loved one’s care.

"Through our inspections, we have a big role to play in supporting this change and in April we will get new powers to hold providers and directors to account though the duty of candor when care fails people, so that standards continue to improve and in some cases, this will mean we will use our powers to prosecute.

“We will continue to hold health and adult social care services to the high standards that people both expect and deserve."