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NHS complaints, new guidance

27th February 2009

New guidance has been issued by the Department of Health on the NHS and social care complaints system.

From April, complaints will no longer be escalated from the provider to the Healthcare Commission and then to the health service ombudsman, but will go instead direct to the ombudsman if they are not resolved by the provider. They are outlined in the DH guide "Listening, Responding, Improving: a rough guide to better customer care" in a move ministers see as simplifying the process.

 

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