Website of the Department of Health

Making experiences count: a new approach to responding to complaints - a document for information and comment.

This consultation paper provides 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 proposes a radical new approach to complaints handling which is more flexible and supports organisational learning.

• Download consultation paper (PDF, 440K)
• Download The proposed new arrangements for handling health and social care complaints - detailed policy background (PDF, 588K)
• Download Health and social care complaints reform - equality impact assessment (PDF, 64K)
• Report of consultation event, 11 July 2007