The Parliamentary and Health Services Ombudsman have made a ‘Complaint Standards Framework’.
They want to hear from you. Have your say in shaping the future of NHS complaint handling by taking part in their online survey.
The Framework sets out a single set of standards for staff to follow and provides standards for leaders to help them capture and act on the learning from complaints.
The Framework is built on the following four principles:
- Promoting a learning and improvement culture
- Positively seeking feedback
- Being thorough and fair
- Giving fair and accountable decisions
You can download the Framework and watch a video on the Parliamentary and Health Services Ombudsman website. You can also download an Easy Read version of the guidance.