DHSC and NHS England implementation update provided to the Thirlwall Inquiry (April 2025). This is the government's own account of progress, submitted to the inquiry. Reviewed extent of implementation: Implemented - Ongoing. Please see response to recommendation 109. Patient feedback CQC publishes patient experience surveys in secondary care under their National Patient Survey Programme. On the same day that CQC publish the national survey results, NHS England publishes the Overall Patient Experience Scores. These are a statistical series measuring overall patient views of care and services provided by the NHS. The Friends and Family Test (FFT) is an important feedback tool that Provider Trusts use that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experience. Patients and their carers should also have access to a Patient Advice and Liaison Service operated within the provider organisation. This is intended to offer confidential advice, support and information on health related matters and should be available as a point of contact.

Ann Clwyd MP and Professor Tricia Hart published review of NHS hospital complaints handling on 28 October 2013. Key recommendations: Chief Executives must sign off complaint responses; Trust Boards must scrutinise complaints; trusts must publish annual complaints reports in plain English.