Fear of raising concerns about care: a research report for the Care Quality Commission

Document type
Corporate author(s)
Care Quality Commission
Date of publication
1 April 2013
Health Services, Social Work, Social Care and Social Services
Social welfare
Material type

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This report presents the findings from a nationally representative survey of the general public, conducted using Computer-Assisted Telephone Interviewing (CATI). The research was designed to establish as fully as possible people’s willingness to report concerns about the standard of care in the health and social care sector.

People are generally positive about the standard of care they have received from health and social care providers. Instances of people making a complaint are low. Among those who have experience of health and social care services in the past year, eight per cent have voiced a concern to a member of staff about the standard of care and four per cent made an official complaint. Among those who have not made a complaint, 82% said that they would do if they felt they had received a poor standard of care.

The majority of those who have received social care, or have a family member who has, are positive about the quality of care they received. For example, 78% of those with experience of a home-care agency say the quality was good, and 74% of those with experience of a care home say the same. However, the proportion rating the standard of care as bad (eight per cent of those with experience of in-home care and 12% of those with experience of a care home) is higher than comparable figures for health care services such as GPs, dentists and hospitals.