Since 1 April 2009 the NHS complaints system has been replaced by a new system in England.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 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.
