Listening and Learning 2012 - Sharing learning from complaints

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Listening and Learning:

The Ombudsman’s review of complaint handling by the NHS in England 2011-12

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Getting it right
Good practice in complaint handling
Sharing learning from complaints

Sharing learning from complaints

Data about complaints, as well as patients’ stories, should be shared with NHS trust boards, together with information about how trusts have taken action and learned from complaints.

Good practice in complaint handling
Complaint handling in the new NHS
Understanding what it means to be an NHS provider
Getting it right: our work in the new NHS

Getting it right in the new NHS

The Ombudsman’s Principles of Good Complaint Handling set out what we expect from the NHS, and NHS funded providers, when dealing with complaints. Good complaint handling means:

Getting it right
Being customer focused
Being open and accountable
Acting fairly and proportionately
Putting things right, and
Seeking continuous improvement.

The Principles are available here.

Foreword

Sharing information with healthcare regulators