Designated manager for complaints

There must be a designated complaints manager who is readily accessible to both the public and members of staff. The complaints manager should be available to complainants who do not wish to raise their concerns with those directly involved with their care, or where front-line staff are unable to deal with the complaint. NHS bodies can designate a different person, not necessarily an NHS employee, to undertake the functions of the complaints manager.

The 2006 Regulations further clarify the Principal Regulations to provide that the Complaints Manager does not have to be an employee of the NHS body and may act as Complaints Manager for more than one NHS body. Some NHS bodies may (for example) decide that they wish to pool resources and expertise with neighbouring NHS bodies, or with other appropriate organisations. This could include a Local Authority, if that will give an improved service to complainants. NHS organisations can also make use of appropriate external expertise if they wish.

Designated board member with responsibility for complaints

Involvement in the complaints process at chief executive and senior management level is now a requirement. NHS bodies must also have a senior person in the organisation to take responsibility for the local complaints procedure and compliance with the regulations. They are also responsible for ensuring that action is taken in the light of the outcome of any investigation. It is for the NHS body to decide whether the senior person is an executive or non-executive member of the board.

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