Skip navigation

Improving your local complaints process

Dr Kieran Mullan Independent Advisor to the Review of NHS Complaints and Past Project Director Patients Association spoke at today’s Complaints conference on ‘Improving your local complaints process: Setting the standard for complaints handling in your service’ including:

• recommendations and complaints standards
• self assessing your complaints process
• peer review panels scoring of complaints

Dr Mullan discussed peer review work he was involved in at the Patient Association which was part of the Speaking Up Project involving Mid Staffs NHS FT and 10 other trusts. The review looked at case notes to check against an agreed scorecard if good care was given.  From the review 12 standards for complaints handling were developed, 8 of which are markable allowing checks to ensure the standards are delivered.  Dr Mullan outlined the standards detailed in his PowerPoint, and gave tips for good practice.  Dr Mullan finished by explaining that the things that are measured are more likely to be protected from funding cuts etc, it's in your best interests to measure to demonstrate value.  Use proper tools and try to be really objective when reviewing complaints handling. 

Patients Association Speaking Up Project

Dr Mullan’s full presentation is available for download at the end of this page.

Dr Kieran Mullan
developed and led the Health Foundation funded Speaking Up complaints improvement project for two years whilst working at the Patients Association. He has combined his work in health policy campagining and service improvement with continuing his training as a junior doctor. He served as the Patients Association representative to the Mid Staffordshire Public Inquiry and has developed and led high profile national campaigns on healthcare issues. He has given evidence to the Health Select Committee and served as an independent advisor to the Clwyd/Hart Review of NHS complaints handling. More recently he has founded his own social enterpise ( and continues to working as an A&E doctor.

Future events of interest:

Root Cause Analysis: 2 Day Intensive Training Course
Tuesday 15 September — Wednesday 16 September 
Hallam Conference Centre, London

Improving Patient Experience & Efficiencies using Lean 6 Sigma: Two Day Intensive & Interactive Workshop
Tuesday 20 October — Wednesday 21 October 
Manchester Conference Centre, Manchester

Always Events®: A positive approach to Improving Patient Care
Thursday 22 October 
Hallam Conference Centre, London

Nurse Clinics 2015
Thursday 19 November 
Hallam Conference Centre, London

National PROMs Summit 2015
Tuesday 1 December 
Colmore Gate, Birmingham

Complaints Handling, Investigating, Resolving and Learning
Monday 7 December 
Hallam Conference Centre, London

Download: Dr Kieran Mullan full presentation

1 July 2015


    Partner Organisations

    The Tavistock and Portman NHS Foundation TrustInPracticeClinical Audit Support CentrePlayoutJust For Nurses
    GGI (Good Governance Institute) accredited conferences CPD Member ASGBI (Association of Surgeons of Great Britain and Ireland) professional partner BADS (British Association of Day Surgery) accredited conferences