The resources in this section will help NHS organisations deliver good complaint handling that meets the Complaint Standards. Below is a quick step-by-step guide to getting started.
| Step one: | Assess your organisation's approach to complaint handling against the expectations in the Complaint Standards. You can use the organisational assessment tool to identify which Standards you are already meeting and any areas you need to improve. |
| 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: | Refer to the Good complaint handling guides. They provide detailed guidance to 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
- click “Log in as a guest”.
You can then request access to a training course.
Please allow up to 31 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.