Patient Complaints Procedure Template

A complete NHS complaints procedure template compliant with the NHS Complaints Regulations 2009, including acknowledgement letters and resolution tracking.

## NHS Patient Complaints Procedure

### Legal Framework

This procedure complies with:

- The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009

- NHS Constitution rights

- CQC fundamental standards (Regulation 16)

### Receiving Complaints

Complaints may be received verbally, in writing, by email, or via NHS Patient Experience team.

- All staff should be able to receive a complaint respectfully and route to the Complaints Manager

- Complaints Manager: [Name, title, contact]

### Acknowledgement

- **Verbal complaints:** Acknowledge immediately, offer written resolution within 3 working days

- **Written complaints:** Acknowledge within 3 working days with expected timeline

### Investigation

1. Log complaint in complaints register (date, patient name/ref, nature of complaint)

2. Gather evidence: clinical records, appointment logs, staff statements

3. Maintain confidentiality — do not discuss with uninvolved staff

4. Interview relevant staff sensitively

### Resolution

- **Target:** Resolve within 40 working days (CQC expectation)

- Final response must: acknowledge what happened, explain findings, apologise where appropriate, describe actions taken to prevent recurrence

- Inform patient of right to refer to Parliamentary and Health Service Ombudsman (PHSO) if unsatisfied

### Learning

Every complaint should be reviewed at the next Partners/Governance meeting for learning opportunities.