Website of the Department of Health
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NHS complaints procedure
Legislation and guidance relating to the new NHS complaints procedure. 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.
Current legislation
Information on the NHS complaints regulations, which have been amended with effect from 1 September 2006, following the White Paper commitment to develop a single comprehensive complaints procedure across health and social care by 2009.
Current guidance
Click on the link below to view or print off guidance to accompany the Complaints Regulations can be viewed on the link below. The section dealing with Independent Review is in the process of being finalised with the Healthcare Commission and will be added to the guidance document in the near future. The guidance links closely to the Good Practice Toolkit for Local Resolution.
Handling complaints in the NHS - good practice toolkit for local resolution
This good practice guide is for complaints managers working throughout the NHS in England. Many of you do not have teams to support you in your work, or may be very new to the job. So we have designed the guide to give you instant information, links to much more detailed information and where to go for advice.
Previous legislation and guidance on the complaints procedure
Previous legislation and guidance on the complaints procedure documents on NHS complaints policy published since its introduction in April 1996.
Reforming the NHS complaints procedure
Background information, including links to all the relevant documents, on the process of reform to date.
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