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Help shape the future of complaint handling: Share your views

Newsdate: 15 July 2020

The Parliamentary and Health Service Ombudsman (PHSO) has today launched a public consultation on a new framework to promote consistent, high quality, complaint handling in the NHS. Your views are important and welcome.

Rob Behrens from the PHSO has written:

"We see a lot of excellent complaint handling in the NHS, but standards are not consistent and too often we see poor practice. Our research has highlighted three areas that need to change:

  • There is no consistent way in which staff are expected to handle and resolve complaints.
  • Staff do not get consistent access to training to support them in their complex role - complaint handling should be recognised as a professional skill.
  • Public bodies too often see complaints negatively, not as a learning opportunity that can be used to improve their service.

We have worked with frontline NHS complaint handlers, NHS and social care regulators, advocacy groups and other organisations to share experiences and identify issues with the current state of complaint handling.

Together, we are proposing a framework of best practice that will bring consistency and raise standards, improving outcomes for the public and for staff. This is called the Complaint Handling Framework and we now want to hear your views on it.

Please take a few minutes to find out more about the Framework, complete our survey and help make complaints count. We plan to launch the framework in early 2021."

The closing date for the consultation is 18th September 2020.