Those most likely to have used the NHS during the pandemic are least likely to have complained if they were unhappy with the service, according to a new survey.

The survey by the Parliamentary and Health Service Ombudsman (PHSO) found that:

• Over 6 in 10 of over 55-year-olds (66%) used or came into contact with the NHS during the pandemic, compared to 57% of under-55s.
• A quarter of over 55s (25%) would’ve complained during the pandemic if they were unhappy with the service. This number fell to 22% for those aged over 65 and rose to 34% for under 55s.
• Over 4 in 10 of over 55s (44%) said they would complain now if unhappy, again this number fell to 41% for over 65s, and rose to 48% for under 55s.

Ombudsman Rob Behrens said:

“The NHS was under enormous pressure and strain during the pandemic and the public rightly supported all their hard work. The hesitancy to complain during the pandemic is no doubt connected to the public’s understanding of and respect for the NHS at the time.

"However, it’s vital that lessons are learned about how to improve our health services both in normal and extraordinary circumstances, especially as another pandemic or national emergency is inevitable at some stage.

“It’s vitally important that the biggest users of the NHS make sure their voices are heard. Complaints form an essential part of learning and can have life-changing consequences. Feedback from patients can lead to systemic reform and potentially help to avoid unnecessary deaths.

“I urge all public bodies, not just those in health, to ensure they are doing all they can to make it easy for people to complain and to welcome those complaints as a way to develop their services.

 

The survey of 2,087 people was conducted by Yonder Research in August 2022. The results also revealed that:

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