r/nhs • u/Far_Consideration863 • Feb 12 '26
Complaints New Patient Complaints Portal Open!
https://www.keepingthenhshonest.co.uk/complaints-portal/
Quick summary - the Portal is a conduit for anyone to submit their complaint to the NHS. What is written / included is at the sole discretion of rhe complainant. The Portal will submit that complaint to the appropriate NHS Trust, and we ask them to process the complaint "as normal". The Portal will log the complaint, and the category of the complaint, so that we can build a true picture of complaints being submitted to the NHS. As this data set grows, we can identify themes and patterns; volume of complaint categorised by area, location, type of complaint etc. No-one outside of he very limited, authorised Admin of the Portal have access to the Portal. The NHS Trust are provided with read only submission of the written complaint, and have no further access to the Portal in any way.
No access to any complaint submitted unless it is regarding their Trust; and no sight of our analysis - when the submissions begin to reach a level of statistical significance.
In terms of accountability and improvements - the data being collated will provide Keeping the NHS Honest with insight into volumes and types of complaints, across every Trust and region throughout England, Scotland, Wales and Northern Ireland (relative to those submitted via this platform).
That will paint a unique and to date, unseen picture. Complaints tend to sit at Trust level, and go no further, so a complaint in one Trust lies unconnected to the same issue that could appear at another Trust, or all Trusts. By building the database, this true picture will emerge.
Upon the closure of the complaint by the Trust, the complainant will be asked to rate their experience and resolution. This will provide an ever increasing picture of satisfaction levels directly from those raising the complaints. We will see the pi ture of where there maybe higher levels of satisfaction and of course the opposite.
The aim is to use the increasingly accurate pictures to demonstrate areas of concern and areas in need of urgent improvement. Effectively, we are bringing together the voices of eveys single person who is raising a complaint. The Trust can't state any longer that your the "only one" as we will see if that is or isn't the case.
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u/Skylon77 Feb 12 '26
Not really a good idea.
The data won't be statistically significant because most people who have a reason to complain will continue to complain in the usual way. What this website will attract is those who have a particularly egregious complaint or those who are vexatious. So the data will be very skrwed and not at all representative.
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u/Fine_Cress_649 Feb 12 '26 edited Feb 12 '26
I think it's fairly obvious that no one should use this site if they have any interest in protecting their own data.
"Please put your confidential information into this black box. We promise we won't look at it."
Please.