A guide to effective complaints resolution - England
Post date: 10/01/2018The information within this article was correct at the time of publishing. Last updated 14/11/2018
All healthcare providers within the NHS have legal, contractual and professional obligations to provide an accessible and suitably responsive complaints procedure for service users.
This booklet is published as a resource for Medical Protection members in England. It is intended as general guidance only.
Click to download the guide [PDF]
Contents:
- Case study
- Initial action on receipt of complaint
- Action to be taken within three working days of receipt of the complaint
- Finalise a plan of action for investigating the complaint
- The Investigation
- Response
- Monitoring and review
