From 1 April 2009, there is a single approach to dealing with complaints. It gives organisations the flexibility they need to deal with complaints effectively. It also encourages a culture that seeks and then uses people’s experiences to make services more effective, personal and safe.
Over 90 health and social care organisations have tested the new approach for dealing with complaints. To help other NHS and social care organisations implement the new system a range of support is in place.
New regulations for handling NHS and adult social care complaints came into effect on 1 April 2009 - however, some local provider websites are still referencing the 2004 regulations. Additionally, clarification has been provided on the legislative position around complaints being handled by PALS, and cases where legal proceedings are being taken.
The relevant legislation is contained in two sets of regulations. The original regulations, which came into force on 1 April 2009, were amended on 1 September; the amendments only correcting defects in the original regulations.
A guide has been developed to help complaints professionals work with colleagues to make their organisations better at listening, responding and learning from people’s experiences. It is designed to be accessible to anyone working in health and social care organisations who is involved in receiving feedback and resolving concerns and complaints from patients, service users and their representatives. Additional advice sheets for complaints professionals have also been produced covering a range of issues.
This letter to NHS chief executives and Directors of Adult Social Care provides key messages on complaints reform for circulation to boards, cabinets, senior management teams and members. It also provides a summary of the new legislation.
