It's good to talk
How taking a proactive approach to patient engagement has helped resolve concerns in real time and improve services.
Engaging online
Embracing online feedback has helped make improvements in patient care.
Embracing complaints
A regular panel meeting with senior staff puts complaints at the heart of governance.
Understanding complaints
Adopting a just and learning culture reduced the number of complaints about staff.
Early intervention
Early, direct engagement has improved the experience of staff and complainants at this NHS trust in the north of England.
An Authority on complaints
A new Complaint Standards Authority has improved efficiency in the Scottish public sector.
Read our Making Complaints Count report
This report follows an invitation from the House of Commons Select Committee on Public Administration and Constitutional Affairs to explore the ‘state of local complaints handling’ across the NHS and UK government departments.