Health Lessons for Malta: Linking Food, Care & Wellbeing
The surge in written complaints to NHS England, reaching a record high of 256,777 in 2024/25, highlights the importance of listening to individual needs and fostering trust—an approach that resonates with Malta’s growing emphasis on health-conscious dining and holistic wellbeing. Complaints centered largely on clinical treatment, underscoring the need for empathy and attentiveness, principles equally vital in Malta’s food and hospitality industries. By welcoming feedback and prioritizing customer satisfaction, Malta’s culinary scene can build loyalty and set a benchmark for exceptional service. The UK’s efforts to reform its complaints process, focusing on transparency and public involvement, offer valuable lessons for Malta’s restaurateurs in creating open, innovative environments that cater to evolving health trends and dietary preferences. As Malta champions healthy living through its vibrant food scene, these insights serve as a reminder that adaptability and empathy are key to promoting wellbeing and enhancing customer experiences.
Title: "Record Complaints to NHS: Lessons on Health, Care, and Wellbeing for Malta"
In recent years, the importance of health and wellbeing has gained heightened attention globally, and Malta is no exception. With a thriving restaurant and food scene increasingly focused on promoting a healthy lifestyle, there are lessons to be learned from the healthcare challenges faced elsewhere. For example, written complaints submitted to the NHS in England have surged to record levels, offering valuable insights into patient care and the importance of listening to individuals’ needs—something that resonates with Malta’s growing emphasis on holistic wellbeing.
Data from NHS England revealed an unprecedented 256,777 complaints in 2024/25, marking a 6.1% increase from the previous year. This represents the highest figures recorded since data collection began in 2014/15. These complaints were spread across hospital and community health services, which saw a 5.6% rise to 113,780 grievances, and primary care services, which experienced a 6.6% increase, totaling 142,997 complaints. Among these, significant portions—25% for hospital services and 30.3% for primary care—were fully upheld.
Interestingly, in general and dental practices, the largest proportion of complaints revolved around clinical treatment. For dental care specifically, 28.9% of complaints centered on treatment concerns. This highlights the critical need to ensure patients feel valued, respected, and cared for—whether in healthcare, restaurants, or any service industry. In Malta, where the culinary scene is increasingly embracing health-conscious dining, the focus on creating an empathetic and attentive environment can serve as a key differentiator for establishments.
Reacting to these figures, Rachel Power, chief executive of the Patients Association, emphasized the importance of listening to people’s concerns. She stated, “Every complaint represents a patient who felt unheard, dismissed, or failed by a system meant to care for them in their moment of need.” This sentiment is equally relevant for those in the food and hospitality industries in Malta, where customer satisfaction often hinges on feeling heard and valued. Whether it’s addressing dietary concerns, accommodating allergies, or providing options for plant-based lifestyles, attentiveness to individual needs can transform experiences and foster loyalty.
Rebecca Curtayne, external affairs manager at Healthwatch England, highlighted that fewer than one in 10 people who experienced poor care made a formal complaint. Reasons included a lack of confidence in meaningful action or fears that speaking up could negatively impact ongoing care. The takeaway for Malta’s restaurateurs and food providers is clear: creating an open, empathetic environment where feedback is welcomed and acted upon can boost trust and strengthen relationships with customers.
The UK Government has pledged reforms to the NHS complaints process as part of its 10-year plan, aiming to improve response times and patient safety. Curtayne called for clarity on these reforms, urging the Department of Health and Social Care to act swiftly and involve the public in designing a new system. Similarly, in Malta’s food scene, engaging diners in conversations about how to improve their experience—whether through surveys, social media, or face-to-face feedback—can lead to better service and innovations in healthy eating.
An NHS spokesperson acknowledged the need for improvement, noting steps being taken to enhance access to general practice, expand urgent dental care appointments, and deliver record levels of elective and cancer care. However, they admitted there was still work to be done. For Malta, this underscores the need for continuous improvement and adaptability, particularly in areas like nutrition education, sustainable sourcing, and creating menus that cater to evolving health trends.
As Malta continues to champion healthy living through its restaurants, cafes, and food markets, the lessons from the NHS complaints surge serve as a reminder that listening to the needs of customers—whether they are patients, diners, or shoppers—is key to fostering trust, satisfaction, and long-term loyalty. By prioritizing empathy, adaptability, and innovation, Malta’s food industry can set an inspiring example for how to deliver exceptional service and promote wellbeing in every aspect of daily life.