Ombudsman

In England, the Parliamentary and Health Service Ombudsman is now responsible for investigating second-stage complaints. Her office has published a series of Principles – of good administration, of remedy and of good complaint handling.

These “set out the approach [the Ombudsman’s] Office will take when considering standards of complaint handling” at local level, so they are a key resource when designing and operating a practice complaints system. (See Appendix 1 for a summary of Principles of Good Complaint Handling)

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