Resources

  • Board of Community Health Councils in Wales (for patient support and advocacy) www.wales.nhs.uk
  • Complaints in the NHS: A Guide to Handling Complaints in Wales (booklet published by NHS Wales) www.wales.nhs.uk
  • Health and Social Services Councils in Northern Ireland (gateway site) www.hscni.net
  • Independent Complaints Advocacy Service. Details can be found at NHS Choices at www.nhs.uk/choiceintheNHS/Rightsandpledges/complaints/Pages/NHScomplaints.aspx
  • Local Medical Committees. Advice and assistance are available from your LMC. Contact details are available on the BMA website at www.bma.org.uk
  • Making Experiences Count (Department of Health webpage devoted to the new NHS complaints procedure in England. Contains a copy of the Regulations for England plus an excellent guidance booklet and advice sheets) www.dh.gov.uk/mec
  • Medical Protection Society helpline: 0845 605 4000. Booklets and resources available online
  • National Patient Safety Agency (a good source of guidance, tutorials and toolkits for conducting investigations) www.npsa.nhs.uk
  • Northern Ireland complaints standards (this is a booklet detailing the complaints procedure that applies in Northern Ireland from April 2009) www.dhsspsni.gov.uk
  • Northern Ireland Ombudsman’s Office www.ni-Ombudsman.org.uk Parliamentary and Health Service Ombudsman (the Principles series of booklets are essential reading for anyone involved in complaints handling) www.Ombudsman.org.uk
  • Patient Advice and Liaison Services (PALS’ national website contains a resources library) www.pals.nhs.uk
  • Public Services Ombudsman for Wales www.Ombudsman-wales.org.uk
  • Scottish Public Services Ombudsman’s Office www.scottishOmbudsman.org.uk
  • Valuing Complaints (a website set up by the Scottish Public Services
  • Ombudsman containing a wealth of resources and advice on best practice in complaint handling) www.valuingcomplaints.org.uk

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