These Good complaint handling guides provide detailed guidance to help you meet the NHS Complaint Standards.
Good complaint handling guides for the NHS
Paragraphs
Making sure people know how to complain
Identifying a complaint
Who can make a complaint and what consent do they need?
How to resolve complaints quickly
Clarifying the complaint and explaining the process
Carrying out the investigation
Writing and communicating your final response
Providing a remedy
Referring people to the Ombudsman
Complaints about multiple organisations
Complaints and other procedures
Independent advice and support
Promoting a just culture
Capturing and reporting on learning from complaints
Managing challenging situations in complaint handling