Independent Review by the Healthcare Commission

Key stages of the Healthcare Commission complaints process

Prompt acknowledgement

Eligibility check and initial review

Seeking further information

Seeking expert advice

Initial review: the decision

What happens if a complainant is unhappy with the outcome of the initial review?

The investigation and case report

Referral to a panel hearing

How the panel will be conducted

Panel report and recommendations

Learning from complaints

Monitoring the Healthcare Commission’s own performance