The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 ensure that complaints are dealt with in a uniform way across England.
The Regulations are here
Every NHS body or company commissioned to provide an NHS service must have a Complaints Manager and follow the Regulations.
Dental Protection Ltd feels that “Complaints handling skills are a prerequisite to survival in today’s consumerist society. Time spent training all the team members in basic complaints handling and customer care skills will reap significant rewards for any dental team.”
The Parliamentary and Health Service Ombudsman (PHSO), the MDU and the GMC have all published guides to handling complaints. It is your responsibility to negotiate the minefield to ensure that you follow the regulations and adhere to good practice.
The Ombudsman ensures that where complaints are dealt with outside of the Regulations, in a defensive way, or if redress is not given where it is appropriate, practices are given strong recommendations to put right what has gone wrong, including financial redress.
The Ombudsman has been tasked to increase the percentage of complaints referred to her office that are investigated.
The Ombudsman’s guides are: