The Trust response to receiving a complaint or concern should always be to welcome this feedback as an expression of how a patient has experienced our service and we need to appreciate that they have taken the time to tell us this. This policy is informed by the many recent reports released nationally between 2013 and 2015 including:

  • The Francis Reports 1&2;
  • Clwyd/Hart Report “Hard Truths”;
  • Public Administration Select Committee Report “More Complaints Please”;
  • HealthWatch report “Suffering in Silence”
  • Care Quality Commission “Complaints Matter”
  • Dept of Health Select Committee “Complaints and Raising Concerns”
  • Patients Association “Handling Complaints with a Human Touch”
  • Parliamentary and Health Service Ombudsman “My Expectations”

All of these reports have the same thread running through them, that complaints and the people who make them should be handled well from the start and always with an apology and humanity. There should be a relentless focus on challenging poor care and behaviour, remember “the standard you accept is the standard you walk past” which will encourage us not to get it wrong in the first place.

It is the personal responsibility of all trust staff to act when a complaint is made to them and to try everything in their power to solve the problem.

The Local Authority Social Services and National Health Service Complaints Regulations (England) Regulations: Statutory Instrument No 309 came into force on 1st April 2009. This procedure and approach to managing patient’s complaints and concerns reflects the requirements of this current legislation.


Policy Details

Download: PDF version
Compiled by: Elly Bittleston, Chief Nurse Project Lead
Ratified by: Trust Executive Committee
Date Ratified: May 2015
Date Issued: June 2015
Review Date: May 2018
Target Audience: All staff
Contact name: Elly Bittleston, Chief Nurse Project Lead


See also:

  • What if I have a concern?
  • Policy for Handling of Clinical Negligence Claims
  • Patient Advice and Liaison Service Operational Policy
  • Incident Reporting Policy
  • Interpreting Service
  • Being Open Policy
  • Policy for Handling Habitual or Unreasonable Complainants
  • Policy for the Management of Complaints Files
  • Remedy Policy
  • Management and Reduction of Stress Policy
  • Safeguarding Adults Policy
  • Mental Capacity Policy
  • Surrey Joint Working Protocol
  • Learning Education and Development Policy
  • Template PICC Report
  • Consent Policy