For smaller value claims, patients ought be able to get compensation within the complaints system

Edward Hobson, Consumers' Association

The government has already pledged to consider further reform of the complaints system next year.

The Consumers' Association questioned whether the data was truly useful in showing how good or bad the service was.

Edward Hobson, its senior policy adviser, said: "We are calling for an advisory group with a specific remit for complaints to be set up, as the NHS complaints procedure is due for reform in 2002.

"Our research has shown that people are put off making complaints because they either don't understand how the process works or have no confidence that it will make any difference.

Fast-track alternative

"Taking a complaint through the system can be a hugely frustrating experience, with little or no resolution - such as an apology and an assurance that a trust will try and improve practices - gained at the end.

"If a patient is complaining about an act of clinical negligence, the only way to get compensation is through legal action. The additional delay, cost and apparent duplication of the whole process is particularly traumatic.

"For smaller value claims, patients ought be able to get compensation within the complaints system."

The NHS Litigation Authority is currently evaluating a fast-track compensation scheme which might appeal to hundreds of victims of negligence for whom it is not worthwhile to start a full legal action.