Publication information
Document information
Category: Patient Rights
Proposed owner: Complaints Manager
Publication status: Approved public copy required
Version: Not verified
Approval date: Not verified
Next review: Not verified
About this publication
Patient-facing complaints process, response routes and independent escalation.
The production page should contain the full approved public-facing document or a verified accessible HTML/PDF equivalent, with contact and escalation information where applicable.
How the published complaints page must work
Provide accessible ways to raise a concern in writing, by telephone or in person; explain acknowledgement, investigation, response, support, and escalation to the Parliamentary and Health Service Ombudsman where applicable. Operational timescales and named contacts must match the approved complaints policy, not generic copy.