This is draft content and is not live guidance. It is shared for information and will be tested with NHS organisations who have agreed to pilot the new Complaint Standards. For current guidance please see Good complaint handling.
These guidance modules will help you meet the expectations set out in the NHS Complaint Standards. They should be used alongside the model complaint handling procedure.
Guidance modules
You can download the following complaint handling guidance modules:
- Promoting a just and learning culture (PDF 169KB)
- Making sure people know how to complain (PDF 355KB)
- Identifying a complaint (PDF 169KB)
- Who can make a complaint - consent and confidentiality (PDF 543KB)
- Independent NHS complaints advocacy and other specialist advice (PDF 154KB)
- Early resolution (PDF 215KB)
- A closer look – clarifying the complaint and explaining the process (PDF 161KB)
- A closer look – carrying out the investigation (PDF 189KB)
- A closer look – writing and communicating your final written response (PDF 164KB)
- A closer look – providing a remedy (PDF 151KB)
- Referring people to the Ombudsman (PDF 195KB)
- Complaints and other procedures (PDF 147KB)
- Complaints involving multiple organisations (PDF 177KB)