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Complaints about health and social care should be taken more seriously, says the Care Quality Commission regulator.
Its report said there was a wide variation in the way complaints were handled across the NHS, primary care and adult social care services in England.
Too often people were met with a "defensive culture", the report said.
Health Secretary Jeremy Hunt has welcomed the move to improve care and said progress had been made.
The CQC published its report after a review of the NHS complaints system a year ago by the MP Ann Clywd and nursing expert Prof Tricia Hart.
The report, Complaints Matter, looked at feedback and concerns the CQC received, its own inspection reports and information from providers, such as GP practices, care homes and hospitals.
http://www.bbc.co.uk/news/health-30348508
Its report said there was a wide variation in the way complaints were handled across the NHS, primary care and adult social care services in England.
Too often people were met with a "defensive culture", the report said.
Health Secretary Jeremy Hunt has welcomed the move to improve care and said progress had been made.
The CQC published its report after a review of the NHS complaints system a year ago by the MP Ann Clywd and nursing expert Prof Tricia Hart.
The report, Complaints Matter, looked at feedback and concerns the CQC received, its own inspection reports and information from providers, such as GP practices, care homes and hospitals.
http://www.bbc.co.uk/news/health-30348508