Our Making Complaints Count report looks at the current state of NHS complaint handling and identifies areas for improvement. It also highlights the work some organisations are doing to improve the way complaints are handled, and how they're using complaints as opportunities to learn and improve.
Here are some examples of good practice in complaint handling:
Proactive patient engagement helps resolve concerns and improve services.
Embracing online feedback has helped make improvements in patient care.
A regular panel meeting with senior staff puts complaints at the heart of governance.
Adopting a just and learning culture reduced the number of complaints about staff.
Early, direct engagement has improved the experience of staff and complainants at this NHS Trust in the north of England.
A new Complaint Standards Authority has improved efficiency in the Scottish public sector.
