NHS Complaint Standards: Summary of expectations

The NHS Complaint Standards set out how organisations providing NHS services should approach complaint handling. They apply to NHS organisations in England and independent healthcare providers who deliver NHS-funded care. The Standards are being tested in pilot sites in 2021 and will be refined and introduced across the NHS in 2022. The Standards aim to support organisations in providing a quicker, simpler and more streamlined complaint handling service, with a strong focus on early resolution by empowered and well-trained staff.…