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A guide to effective complaints resolution - England

Post date: 10/01/2018

The information within this article was correct at the time of publishing. Last updated 14/11/2018

All healthcare providers within the NHS have legal, contractual and professional obligations to provide an accessible and suitably responsive complaints procedure for service users.

This booklet is published as a resource for Medical Protection members in England. It is intended as general guidance only.

Click to download the guide [PDF]


  • Case study
  • Initial action on receipt of complaint
  • Action to be taken within three working days of receipt of the complaint
  • Finalise a plan of action for investigating the complaint
  • The Investigation
  • Response
  • Monitoring and review 

Click to download the guide [PDF]

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