From my experience in a large MH trust a lot of staff complaint/comment/raising concerns about staffing, patient care, working conditions and the like was NOT recorded or documented unless a formal complaint was made. For several years the senior clinicians (of whom I was one) on the management team of a community MH service were forbidden by the service manager (apparently on instruction from our director, i.e. from board level) to raise concerns about poor staffing levels. If we did, they were never minuted. When we tried to get minutes changed or refused to agree minutes this was ignored. So, yes, previous figures about staff trying to raise concerns should be taken with a Cheshire of salt...
And Mr Gilbert's comment highlights the issue which is not being addressed: the toxic management culture of the NHS, which encourages and condones bullying and harassment of any staff who do not slavishly follow the current "party line". Sometimes it reminds me of old friends who were involved in Stalinist political groupings.
Except it is paywalled...
Thank you for now having added a link to the paper itself.
Comment on: What will it take for people to realise that making money out of other people's misery is utterly unacceptable?
The company in question are behaving appallingly. One of my friends is amongst those challenging them on Twitter and elsewhere, and has been on the receiving end of some very personal attacks from a person who appears to be an employee of the company (they use the same phrases and mis-spellings as fond on the company's site and their official responses). Not good at all.