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How organisations learn (or don't learn) from complaints can be a key indicator of how healthy the organisation's culture is... so its no real surprise that after a decade & a half to Tory attrition & engineered crisis, the NHS does not have such a greta record on companies...
Perhaps more tellingly, some people fear complaining will impact on their care, which suggests patient-staff trust is also an issue.
The Tories' shadow over the NHS remains dark
The Guardian · Quarter of people in England had poor NHS care in past year, report says