Legal obligations

[Patients] have the right to know the outcome of any investigation into [their] complaint

The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 oblige NHS organisations to have arrangements in place to deal with patient complaints. These arrangements must comply with the Regulations (see page 6).

The NHS Constitution sets out the following rights for patients:

• You have the right to have any complaint you make about NHS services dealt with efficiently and to have it properly investigated.
• You have the right to know the outcome of any investigation into your complaint.
• You have the right to take your complaint to the independent Health Service Ombudsman, if you are not satisfied with the way your complaint has been dealt with by the NHS.

The Health Act 2009 places a duty on NHS organisations (including contractors) to “have regard to the NHS Constitution”.