Since 1 April 2009 the NHS complaints system has been replaced by a new system in England. It has been designed as a single, simplified approach for dealing with complaints about the NHS and adult social services. The joint advice from the representative bodies on NHS complaints in England can be viewed as a pdf document at the end of this page. It includes the following model documents:
The effects of the new system on GOS contractors are marginal. The principal difference is that the patient can complain directly to the PCT rather than via the service-provider i.e. the GOS contractor.
The Department of Health’s document, Listening, Responding, Improving – a Guide to Better Customer Care, is easy to read and has useful advice. It is viewable in pdf format below.
