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