Dealing with complaints
‘Good quality complaints handling is vital to ensuring continuous improvement in the quality and safety of care in NHS organisations. It provides a tangible and measurable reflection of the organisation’s commitment to an open and responsive safety culture. Numerous national reports have found that complaints are often handled poorly by the NHS. As long ago as 2004, the Shipman Inquiry stated that”… there is an urgent need for standards which can be applied …. in dealing with complaints … These should be established as a matter of urgency…”
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South Tees Hospitals NHS Foundation Trust offers ‘Excellence in Patient Outcome and Experience’, which includes how queries and complaints are handled. This session has been designed to enable reflection on our actions and involvement in achieving our overall goals and vision.’