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)