Health complaints: Daniel Poulter and Katherine Murphy

The system to complain about the NHS and health services in England is "very complicated", long and very bureaucratic, according to Katherine Murphy of the Patients Association.

She said patients and families want "staff to see it as a learning opportunity".

Health Services Minister Dr Daniel Poulter said the quality of care has been seen as "very good" but it was "completely unacceptable" for people to wait weeks or months for even an acknowledgement about their complaints.

The NHS received more than 150,000 complaints between 2011 and 2012, with 16,333 patients or family members referred to the Health Service Ombudsman because they were dissatisfied with how the NHS had tried to resolve the issue.

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