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Improving your local complaints process: Setting the standard for complaints handling in your service

Dr Kieran MullanIndependent Advisor to the review of NHS Complaints and Past Project Director Patients Association spoke at today’s NHS Complaints conference on improving complaints processes in NHS organisations.

In his presentation Dr Mullan explained the development of the Patients Association complaints handling standards recommended for review and implementation across the NHS by the Mid Staffordshire Public Inquiry, and discussed how the standards were developed, what they cover and the practical ways of assessing them at NHS organisations.

The report of the national NHS Complaints review ‘Putting Patients Back in the Picture’ available here

The Patients Association Speaking Up project here 

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 conferences of interest:

Implementing the Named Responsible Doctor and Nurse in Hospital
Friday 3 October 
ICO Conference Centre

Patient Experience Insight: Demonstrating Responsiveness to Feedback
Tuesday 7 October 
Hallam Conference Centre

Root Cause Analysis: 2 Day Intensive Training Course
Tuesday 25 November — Wednesday 26 November 
Hallam Conference Centre

Download: Dr Kieran Mullan full presentation

18 September 2014


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