Resolving complaints - The Wider Picture

Correct as of June 2011

Introduction

This guide to dealing with complaints follows the principles set out in Principles of Good Complaint Handling, published by the Parliamentary and Health Service Ombudsman for England (PHSOE) (see Appendix 1). Similar principles have been adopted by all the UK Ombudsmen, so they are applicable as a model of best practice across the United Kingdom, regardless of the variations that can be found in the regulatory frameworks for handling NHS complaints.

We have tried to make the contents of this booklet as generic as possible, but readers might like to bear in mind the following country-specific procedures that apply.