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NHS complaints system blasted

A review into how the NHS handles complaints has called for a "revolution" in the way it deals with complaints after hearing there is a "toxic cocktail" that prevents concerns being heard and addressed.

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Families may 'wait years for NHS response'

The law firm that represented a woman who spent eight years fighting for the NHS to explain why her father died following poor care at a Worcestershire hospital has welcomed the upcoming review into the complaints system.

Leigh Day said that the report is "well overdue", adding that some of its clients have spent up to six years trying to get a response to their complaints.

Nearly three-quarters of those who we represented at Stafford Hospital felt that the NHS complaints system was tortuous and did not respect the emotional distress caused by having to relive the trauma through making a complaint.

Instead, all too often, the response they received was bureaucratic or they received no response at all.

– Leigh Day lawyer Emma Jones

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