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Reforming the NHS Complaints Procedure

DescriptionConsultation paper
ISBN
Official Print Publication Date
Website Publication DateFebruary 17, 2003

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REFORMING THE NHS COMPLAINTS PROCEDURE
Patient Focus and Public Involvement

If you are attempting to access "HEALTH CLEARANCE FOR SERIOUS COMMUNICABLE DISEASES: New Health Care Workers Draft Guidance for Consultation", please click here.

A draft for consultation

The supporting papers are also available in pdf format (390k)

The response form is also available in pdf format (153k)

Deadline for responses 2 June 2003

Responses should be sent to:
Mrs E Neil
Scottish Executive Health Department
Area GER
St Andrew's House
Edinburgh
EH1 3DG

or:

Liz.neil2@scotland.gsi.gov.uk

Contents

Section

Paragraph

Proposal

Introduction

1

The current NHS complaints procedure

3

A national evaluation

4

Developments since 1996

10

A patient focused NHS

14

The complaints procedure in a patient focussed NHS

17

The formal complaints procedure: when patient focus fails

24

Principles for an effective complaints procedure

25

An executive team responsibility

27

Supporting individuals

29

Local Resolution

Local resolution in family health services

The independent contractor

36

The independent contractor and The NHS Complaints procedure

38

Options for change

42

'Facilitation'

43

Target for responding

49

Monitoring

50

Further recommendations for improving local resolution

51

Local resolution in NHS boards and community health services

52

The Liaison Officer

55

Independent review

A National Complaints Authority

63

An earlier role for the Ombudsman

70

Resource implications

74

Further recommendations for improvement

75

Summary

76

Annex A:

The NHS Complaints Procedure flow chart

Annex B:

National Evaluation: Executive Summary

Annex C:

Service First Principles

Annex D:

Glossary of terms

Annex E:

Advisory Group Members

Annex F:

List of relevant documents