New Complaints Policy to launch 1st April 2021

The way we manage complaints and concerns raised by patients is changing. Our new complaints and concerns policy is launching from 1st April 2021.  This includes a more individualised approach to complaints handling, encouraging quality investigations and compassionate responses.

What does this mean for me?

If you investigate complaints or concerns as a part of your role, you will need to be aware of the changes being made to the triage of complaints.

Complaints and concerns will be reviewed by the Patient Experience Coordinators for complexity and categorised using the following guidance.


This change has been put into place to give appropriate timescales and supporting you to investigate fully and, where appropriate, to complete a round table approach with staff. Please do talk to any member of the patient experience team if you would like to know more, we are here to support you.

The Patient Experience Lead and Patient Experience Manager are able to offer any individual or team coaching to you. This bespoke way of learning has been rolled out to support quality and is a great way to refresh or as an introduction to completing a complaint investigation. Just get in contact if you would like to know more.

Harriet Snowdon, Patient Experience Lead

Published 24th March 2021