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Complaints policy
From 1 April 2009, there is a single approach to dealing with complaints. It gives organisations the flexibility they need to deal with complaints effectively. It also encourages a culture that seeks and then uses people’s experiences to make services more effective, personal and safe.
Over 90 health and social care organisations have tested the new approach for dealing with complaints. To help other NHS and social care organisations implement the new system a range of support is in place.
Latest updates:
A guide to better customer care
A guide has been developed to help complaints professionals work with colleagues to make their organisations better at listening, responding and learning from people’s experiences. It is designed to be accessible to anyone working in health and social care organisations who is involved in receiving feedback and resolving concerns and complaints from patients, service users and their representatives. Additional advice sheets for complaints professionals have also been produced covering a range of issues.
Key messages on complaints reform
This letter to NHS chief executives and Directors of Adult Social Care provides key messages on complaints reform for circulation to boards, cabinets, senior management teams and members. It also provides a summary of the new legislation.
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