HEALTHWATCH Wiltshire wants it to be easier for patients and others to lodge complaints about health and social care.

The call comes after the publication of a report showing people think prodedures are too complicated.

The report, which reflects services nationwide, showed two thirds of people who witness a loved one or friend receive poor care didn’t complain.

The main reason cited for this is that the procedures are too complicated.

Healthwatch Wiltshire is looking into the problem and has made recommendations to improve the systems care providers use.

Their suggestions call for organisations which provide health care to have clear, easily accessible information about how to raise a concern or make a complaint, ensuring complaints information and processes are child friendly and putting in place a process by which innocent bystanders and non-relatives can raise concerns on another’s behalf.

Emma Cooper, Healtwatch Wiltshire’s chief executive, said: “If people have a poor experience of a health or social care service then they should be encouraged to give feedback which includes raising concerns or making a complaint.

“It should be easy to do this but people tell us that it’s not. I’m pleased that there is now a commitment to improve the information and systems for complaints in Wiltshire.”

Healthwatch Wiltshire’s observations have been approved by the Wiltshire Health and Wellbeing Board and local providers of acute care have agreed to work with the organisation going forward.

Robert Mauler, head of customer services at Great Western Hospitals NHS Foundation Trust, said: “The Trust welcomes Healthwatch Wiltshire’s report and is committed to further developing our service to make it even easier for the public to give us their feedback.

“We have recently developed a new, simpler complaints process, introduced new patient information and launched our new voice book service to help make it even easier for the public to let us know what they think about our services.

“The trust also has a dedicated Customer Service team, which can provide advice and guidance to anyone that is unsure of how to make a complaint.”

For more information on Healthwatch Wiltshire and the report, visit www.healthwatchwiltshire.co.uk.