Help for the NHS with implementation

The Department of Health has produced two sets of guidance:

Guidance (external link) on the 2004 Regulations, which expands on the statutory framework set out in the Regulations.

Guidance on the 2006 Amendment Regulations Supporting Staff, Improving Services - Guidance to support implementation of the: National Health Service (Complaints) Amendment Regulations 2006 (external link)

These are not meant to be all-embracing or to cover every contingency, but are guides to the mandatory aspects of the complaints procedure. The aim is that they are supported by locally developed guidance, allowing bodies to approach management of the complaints procedure in the way that best meets local circumstances.

There is also a Good Practice Toolkit for Local Resolution.(external link)

Each of the sections gives concise information and links to the websites of organisations where there is more detailed material which may help with the more difficult issues. There are also links to good practice examples of how NHS bodies are developing guidance, links to manuals, monitoring forms and written procedures, as well as guidance to staff about responding to complaints.

Next: The Commission for Social Care Inspection (CSCI)