Hospital and social care services in Cumbria are inconsistent at handling complaints from patients and customers, a report has revealed.

In a report conducted by Healthwatch Cumbria and the Cumbria Health Scrutiny committee, issues over the handling of complaints increased in a three-month period last year.

It was revealed that although good practices were in place, there was a lack of understanding between members of staff and the ability to learn from previous complaints.

The report said that: "In most cases complaints systems are complex and difficult to navigate for patients and customers.

"There is a clear lack of understanding amongst staff of complaints procedures and the value of learning from complaints."

In the last 12 months, North West Ambulance Service Trust reported 2,132 complaints, whilst University Hospitals Morecambe Bay Foundation Trust recorded 560 complaints.

The investigation was set up following a report in 2013 by Healthwatch Cumbria.

The 2013 reported had stated that: "people often had cause to complain to the NHS about a wide range of, sometimes very serious, experiences that they had.

"The most common complaint being seen in the NHS complaints service is the handling of complaints itself.

"There was a lack of information, knowledge and understanding about the complaints processes and this caused additional strain on those who had already had reason to be distressed."

The report had said that whilst senior staff had a fairly good understanding of the complaints process, other levels were more confused about the system and how it could affect them.

Healthwatch Cumbria, as a result, are recommending that a new and simpler complaints handling system be incorporated by all trusts involved with the Cumbria Health and Social Care system.

The say that a 'standardised single process' must be developed and then put into place.

The new system, they advise, should be accessible to all within the trusts and have clear and consistent timetables for all the organisations who adopt the new strategy.