Communicating complaint escalation
Paterson Inquiry · Report of the Independent Inquiry into the Issues raised by Paterson · Issued 4 February 2020 · Addressed to: Department of Health and Social Care
Source — verbatim from the inquiry
●Inquiry recommendation
We recommend that information about the means to escalate a complaint to an independent body is communicated more effectively in both the NHS and the independent sector.
Paterson Inquiry, Report of the Independent Inquiry into the Issues raised by Paterson · 4 Feb 2020 Source PDF →
Published evidence summary
Publicly available evidence relating to this recommendation:
- The December 2022 implementation update stated that CQC had updated its complaints guidance in early 2022 to make it easier for patients to raise concerns and access independent resolution (Paterson Inquiry Implementation Update, DHSC, December 2022).
- The Patient Safety Commissioner, appointed in September 2022 under the Medicines and Medical Devices Act 2021, provides an additional avenue for patients to raise safety concerns (Patient Safety Commissioner website).
Response — verbatim from government
●Department of Health and Social Care
Accepted. NHS complaints processes now more clearly signpost to Parliamentary and Health Service Ombudsman. Independent Healthcare Providers Network has agreed to ensure members inform patients about Independent Sector Complaints Adjudication Service (ISCAS). CQC monitors complaints handling as part of inspections. (Source: Government Response, December 2021)
Department of Health and Social Care · 16 Dec 2021
Evidence trail — what's actually happened since
No published activity has been recorded against this recommendation yet.
Each entry above links to a primary source — gov.uk written statement, consultation response document, or inspection report. The Index does not characterise government intent; it tracks what has been published.
How this page is built
Source and Response are verbatim from primary documents. The Evidence trail records published activity since — written statements, consultation outcomes, inspection findings, parliamentary references. The Index does not paraphrase or characterise intent; it tracks what has been published. Where the evidence is the absence of action (a missed deadline, a slipped timetable), that absence is documented from primary sources rather than inferred.
This recommendation's data is verified periodically against primary sources. The Index is monitored for staleness weekly.