Resources

Making Experiences Count (Department of Health webpage devoted to the new NHS complaints procedure. Contains a copy of the Regulations for England plus an excellent guidance booklet and advice sheets)
Parliamentary and Health Service Ombudsman (The Principles series of booklets are essential reading for anyone involved in complaints handling)
MPS Guide to Resolving Complaints (advice on implementing the Principles of Good Complaint Handling)
Medical Protection Society helpline: 0845 605 4000
Independent Complaints Advocacy Service (Department of Health website with contact details for ICAS regional offices)
Patient Advice and Liaison Services (PALS’ national website contains a resources library)
National Patient Safety Agency (A good source of guidance, tutorials and toolkits for conducting investigations)
Local Medical Committees (Contact details for all LMCs in England are available here to provide you with advice and assistance)

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