These Good complaint handling guides provide detailed guidance to help you meet the NHS Complaint Standards.
Good complaint handling guides for the NHS
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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
Making sure your organisation meets the Complaint Standards: guide for senior leaders