How are complaints handled in the NHS?

You can complain in writing, by email or by speaking to someone in the organisation. You should make your complaint within 12 months of the incident, or within 12 months of the matter coming to your attention. This time limit can sometimes be extended as long as it is still possible to investigate your complaint.

How long does it take for NHS to respond to a complaint?

What to expect. You should expect an acknowledgement and the offer of a discussion about the handling of your complaint within 3 working days of receiving your complaint. If you accept, the discussion will cover the period within which a response to your complaint is likely to be sent.

Is it worth complaining about the NHS?

If you are unhappy with an NHS service, it is worthwhile discussing your concerns early on with the service, as they may be able to sort the issue out quickly. Most problems can be dealt with at this stage but, in some cases, you may feel more comfortable speaking to someone not directly involved in your care.

What are the two stages of the NHS and social care complaints procedure?

Stage 1 – complaints go to the team leader of the individual or team that your complaint references. The team leader will investigate, with a target of responding to your complaint within 20 working days. Stage 2 – complaints are investigated by the senior manager responsible for the team that your complaint references …

What is complaint handling procedure?

Take action as soon as possible. Listen carefully to your customers. Gather information that you need to resolve the problem. Record complaints. Show empathy for your customer’s concerns.

What are complaints policies and procedures?

Complaints Policy and Procedure

  • is committed to providing a good standard of quality services to service users, other agencies and organisations.
  • will take seriously any concern or complaint and will look into it promptly, for resolution as quickly as possible.
  • recognises that all service users, agencies and organisations.

What are my rights as an NHS patient?

The NHS Constitution sets out the rights you have as a patient of NHS services. All healthcare staff should involve you in decisions and treat you with kindness, dignity and respect. You have the right to complain if things don’t go as you expect.

How long do NHS investigations take?

The level of investigation should be proportionate to the individual incident. Concise and comprehensive investigations should be completed within 60 days and independent investigations should be completed within 6 months of being commissioned.

What is the complaint procedure?

A customer complaints procedure is a systematic method used by organisations for receiving, recording and responding to complaints made by their customers to ensure that complaints are responded to efficiently and effectively and learnt from. For the purposes of this procedure, customers are external customers.

What are the 5 stages of complaint handling?

Teach all your employees how to handle complaints like a pro:

  • Listen and Understand. First, always listen to the customer.
  • Empathize.
  • Offer a Solution.
  • Execute the Solution.
  • Follow-Up.

What are the seven 7 customer complaint procedure principles?


  • Getting it right.
  • Being customer focused.
  • Being open and accountable.
  • Acting fairly and proportionately.
  • Putting things right.
  • Seeking continuous improvement.

What are customer complaint procedures?

Complaints handling procedure

  • Listen to the complaint. Thank the customer for bringing the matter to your attention.
  • Record details of the complaint.
  • Get all the facts.
  • Discuss options for fixing the problem.
  • Act quickly.
  • Keep your promises.
  • Follow up.

What is formal complaint procedure?

A grievance procedure is a formal way for an employee to raise a problem or complaint to their employer. The employee can raise a grievance if: they feel raising it informally has not worked. they do not want it dealt with informally.

What are the 7 principles of the NHS?

The NHS constitutional values hub

  • Working together for patients.
  • Respect and dignity.
  • Commitment to quality of care.
  • Compassion.
  • Improving lives.
  • Everyone counts.

Can the NHS refuse to treat you?

You have the right to refuse any tests or treatment, as long as you have the mental capacity to make that decision. A health professional must not give you any treatment unless you have agreed.

What is a serious incident in NHS?

Serious Incidents in health care are adverse events, where the consequences to patients, families and carers, staff or organisations are so significant or the potential for learning is so great, that a heightened level of response is justified.

What is considered a serious incident?

A “serious incident” means an incident involving circumstances indicating that there was a high probability of an accident and is associated with the operation of an aircraft.

How many stages are in the complaint process?

The complaints procedure has two stages: Stage 1 – trying to sort things out with the local service. Stage 2 – getting someone else to look into your complaint.

What are the main points of the complaints procedure?

The main points of agreed procedures for handling complaints are:

  • treat all complaints positively and seriously.
  • make it as easy as possible for individuals to complain.
  • if necessary, provide support for an individual to make a complaint.
  • handle complaints quickly and effectively.
  • keep the complainant informed and involved.

What are 7 techniques for handling customer complaints?

7 Steps for Handling Customer Complaints

  • Listen carefully to the person who is angry.
  • Let your customer vent for a few minutes if necessary.
  • Show empathy for your customer’s concerns.
  • Thank your customer for complaining.
  • Sincerely apologize even if you are not the cause of the problem.
  • Get the facts.
  • Offer a solution.

What are the steps in a complaint procedure?

The Complaints Process

  1. 1 You notice an issue or problem with your provider.
  2. 2 Log the complaint with your provider.
  3. 3 Supply evidence for your complaint.
  4. 4 Allow your provider enough time to investigate.
  5. 5 Escalating the complaint to us.
  6. 6 Supply evidence for your complaint.

What are the 8 methods used to resolve a customer complaint?

8 Steps to Squash a Customer’s Complaint

  • Listen. Whenever you set out to handle a customer complaint the first thing that you must do is listen.
  • Understand. Next, put yourself in the shoes of the customer.
  • Elevate.
  • No Fighting.
  • Resolution.
  • Resolve.
  • Writing.
  • Learn.

What are the three types of grievances?

What are the three types of grievances?

  • Individual Grievances. When an individual employee grieves against a management action like demotion based on bias, non payment of salary, workplace harassment etc.
  • Group Grievances.
  • Union Grievances.

What are the most common complaints?

10 common customer complaints

  • Product is out of stock.
  • Broken/defective product.
  • Product doesn’t meet expectations.
  • Preferred payment not accepted.
  • Long hold times.
  • Disinterested customer service.
  • Having to restate the issue.
  • Issue not resolved on first call.

Can the NHS refuse to treat a patient?

Access to treatment

You have the right to use NHS services if they can help you. The services cannot refuse to help you without a good reason. If the waiting times for a service are too long you may be told about different places you can get the same or similar treatment.