Supporting information on the Complaint Standards Framework for the NHS

The model approach for engaging with feedback and complaints

6. The following information sets out what a model approach to handling feedback and complaints handling looks like.

7. Overall, a model approach should ensure people can give feedback and raise complaints in a simple, easy to access, and timely way.  It places a strong emphasis on staff proactively seeking feedback and being empowered and trained to resolve complaints at the earliest opportunity.

8. A model approach for feedback and complaints in the NHS has three stages:

Early Resolution: For issues that are straightforward and easily resolved

Detailed Look into Issues: For issues that have not been resolved at an early stage or raise serious or complex issues

Refer to Ombudsman: For issues that have not been resolved by the service provider