pdf Complaints Management Policy & Procedure (194 KB)
This policy has been developed to comply with (current legislation) Statutory Instrument 2009 no.309. The Local Authority, Social Services and NHS Complaints (England) Regulations 2009. It is also informed by; making experience count framework for responding to health and social care complaints DH (2009); DH Resource Pack: Supporting the Implementation of Patient Advice and Liaison Services (2002); and the Health Service Ombudsman publication Principles of good complaint handling (2008).
The purpose is to make it simple for people using services to make a complaint and to enable staff to manage them as effectively as possible; that is to
- Do everything possible to resolve problems to the satisfaction of the person making the complaint
- Learn from what has happened and make improvements that can be demonstrated.
- Comply with NHS complaints legislation and guidance
If you would like to see the Equality & human Rights Impact Analysis (EHRIA), please click on the link.
pdf EHRIA - Complaints (438 KB)