The committee also wants healthcare providers to be more open and adhere to a “duty of candour”, which requires them to publish information about the complaints they receive and the progress they make.
Action Against Medical Accidents chief executive Peter Walsh said: “We are very pleased that the committee has accepted our and other participants’ calls for better access to independent review of complaints.
“Only a fraction of people who had independent reviews under the old system can get the ombudsman to investigate.”
A spokeswoman for the Health Ombudsman said: “Where our assessment reveals clear evidence of maladministration or injustice, we consider whether we can resolve the issue quickly and effectively through our intervention rather than a full investigation.”
She added: “The system for handling NHS complaints is a complex one. We welcome the report’s endorsement of the current system’s design and potential, its emphasis on listening to patients and support for advocacy and the committee’s call for a greater focus on complaints data and learning from complaints.”
A Department of Health spokesman said: “The revised plans we set out last week, in response to the independent NHS Future Forum, will safeguard the future of the NHS and put patients at the heart of our health service.
“Under the plans, patients will have a stronger voice and the NHS will be more accountable for the quality of care it provides for patients.
“In addition, Local HealthWatch will champion the views and experiences of patients, helping to drive improvements in the quality of health and social care services.”
