Below are some steps you can take to get started.
| Step one: | Assess your organisation's approach to complaint handling against the expectations in the Complaint Standards. You can use the assessment matrix to identify what you are already delivering and any areas you would like to develop. |
| Step two: | Compare your existing complaints procedure to the Model complaint handling procedure. Consider what actions or changes you can make to enable you to meet the Complaint Standards. |
| Step three: | Review the supporting guidance modules. This will help you meet the Complaint Standards. |
| Step four: | Consider what complaint handling training you already provide. Identify any additional training needs your staff might have so they can successfully deliver the Complaint Standards. |
Download the Getting started leaflet [.pdf, 442 KB]
Training
Our UK CPD certified NHS Complaint Standards training covers all aspects of identifying, investigating and resolving complaints. Our training is free to NHS staff (including providers of NHS services) and is suitable for staff involved in handling and responding to complaints.
To learn more about our NHS Complaint Standards training, and to request access to our open courses, please visit our training website and click “Log in as a guest”. You can then request access to a training course. Please allow 2-3 working days for a request for training to be approved.
Questions?
If you need help or have any questions or feedback on the NHS Complaint Standards materials, please contact the Ombudsman’s Liaison Team liaisonmanagers@ombudsman.org.uk.