NHS Complaints System in England

The joint advice from the representative bodies on NHS complaints in England can be viewed as a pdf document below. It includes the following model documents:

• practice leaflet/poster
• letter acknowledging receipt of written complaint
• form to record receipt of oral complaint
• action sheet recording investigation and resolution of complaint
• annual report form to the PCT

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.