Recommendation BRIS-35: Create a 'one-stop shop' system in every trust for patient concerns
From Bristol Heart Inquiry — Final Report, published 18 July 2001.
Recommendation
There should be a clear system, in the form of a ‘one-stop shop’ in every trust, for addressing the concerns of a patient about the care provided by, or the conduct of, a healthcare professional.
Government response
No government response to this recommendation is on the record yet.
Delivery
DHSC and NHS England say in progress (27 February 2026)
Please see our responses to Recommendations 20 (PALS) and 28 (patient feedback) for current practice.
Under regulation 16 of The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, the CQC is empowered to request, from registered healthcare providers, a summary of complaints made against them, the responses to such complaints and any other relevant information.
Site note: DHSC and NHS England's own account of progress, supplied to the Thirlwall Inquiry in September 2024 and printed in the Inquiry legal team's Review of Implementation of Recommendations from Previous Inquiries into Healthcare Issues (version dated April 2025, published 27 February 2026). It is not a finding of the Inquiry. Their reviewed extent of implementation reads “Implemented – Ongoing”. Table row: section 6.2 No. 35, PDF page 87.
What other bodies have found
In their own words. These do not change the delivery statement above.
Thirlwall Inquiry legal team (15 May 2024)
The Government agreed with this recommendation. In its January 2002 response, the Department of Health referred to the implementation of the Patient Advocacy and Liaison Service, to be in place in every NHS trust by April 2002.
Site note: The Thirlwall Inquiry legal team's own notes on implementation, from its Review of Implementation of Recommendations from Previous Inquiries into Healthcare Issues (version of 15 May 2024). The review does not colour its Extent of Implementation cell for this recommendation green; it leaves the cell uncoloured where a recommendation was rejected, where evidence of implementation was insufficient, or where steps had been taken but implementation was not yet complete. Table row: section 6.2 No. 35, PDF page 83-84.
Themes and tags
Who has spoken
- DHSC and NHS England
Delivery statement - Thirlwall Inquiry legal team
Finding