If your organisation is named as the lead organisation in a complaint against multiple organisations, you need to establish the practicalities of handling of the complaint from the outset – both within and between organisations. Use this step-by-step guide to help.
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Step one
Draft a single response or report.
Step two
Seek further information where needed, to make sure the response adheres to the relevant regulations, NHS Complaint Standards and social care guidance.
Step three
Give all contributing organisations an opportunity to comment on the draft.
Step four
Share the draft with the person who raised the complaint.
Step five
Share all comments and reflect them in the final written response.
Step six
Make sure any actions set out in the final response are completed.
Step seven
Tell the person who made the complaint about these actions.
Step eight
Make sure any learning is shared with wider networks, in line with the Complaint Standards and good practice guidance.