Patient Complaints Procedure Template

NHS-compliant complaints procedure template covering acknowledgement, investigation, resolution, and PHSO referral rights.

## Patient Complaints Procedure

### Legal Basis

Complies with NHS Complaints (England) Regulations 2009 and CQC Regulation 16.

### Receiving Complaints

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

- Verbal complaints: acknowledge immediately, written resolution within 3 working days

- Written complaints: acknowledge within 3 working days with timeline

### Investigation

1. Log complaint (date, patient ref, nature)

2. Gather evidence: records, appointment data, staff statements

3. Maintain confidentiality throughout

### Resolution

- Target: resolve within 40 working days

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

- Inform patient of right to refer to PHSO if unsatisfied

### Learning

Every complaint reviewed at next Partners/Governance meeting.