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Complaints policy
These pages contain guidance on the complaints procedure for the NHS and local social services. Information for patients on how to complain about the NHS is included. There is also information on the process of complaints reform, and for NHS staff on complaints handling training.
Making experiences count - reform of the health and social care complaints arrangements (Early Adopters)
A new unified, flexible and ‘person-centred’ approach to health and adult social care is being piloted in 12 sites (known as Early Adopters) across the country, prior to full national rollout next year. An Early Adopter consists of several organisations and services in an area including the local social services authority, the primary care trust that plans and contracts for NHS services, and some of the main services, such as GP practices, hospitals and ambulance services.
Early adopter organisations will work together locally to develop co-ordinated ways of working, applying the principles of the new approach. Although the legislation has not yet been changed, there is enough flexibility in the current law, and much that can be done now.
The early adopter programme evaluates the future impact of moving to a two-stage unified health and social care complaints framework and to draw out the key components of good practice, responsiveness and organisational learning based on experience of what works well, and what doesn’t.
The new approach is expected to be introduced in April 2009. These pages provide information and advice about DH’s reforms on how complaints should be dealt with.
Making experiences count: consultation
This consultation paper provided a set of proposals to unify and reform the current arrangements for making complaints across health and social care. As well as fulfilling the commitment in 'Our health, our care, our say', it proposed a radical new approach to complaints handling which is more flexible and supports organisational learning.
NHS complaints procedure
Legislation and guidance relating to the new NHS complaints procedure, the Regulations for which have been amended with effect from 1 September 2006. The previous legislation and guidance is available as a historical record. There is also information on how to complain for members of the public as well as on the process of reform and training for NHS staff.
Social services complaints procedure
Current arrangements for complaints about local social services, and the implementation of a reformed complaints procedures under the Health and Social Care (Community Health and Standards) Act 2003.
How to complain about local social services
Local social services are the responsibility of individual councils. Councils are required by law to have a social services complaints procedure.
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