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NHS England publish 'Surveying complainants'

"The Clwyd-Hart Review made recommendations for how such systems and cultures might be created. The Government response to these reports, Hard Truths,  identified a need for a standardised way of assessing complainants’ experiences. NHS England was asked by the Department of Health to take this work forward in conjunction with system partners.

NHS England and the Parliamentary and Health Service Ombudsman (PHSO) commissioned the Picker Institute to develop a model survey to measure complainants’ experiences across health and social care, building on ‘My Expectations’, a set of quality standards for complaint handling devised by the PHSO and Healthwatch England.

In addition, Picker produced a suite of tools to support the use of the survey. Both survey and toolkit were co-designed and tested with a group of stakeholders including providers, the Care Quality Commission, PHSO, Healthwatch, the Local Government Ombudsman and advocacy groups."



NHS Complaints Summit 2018
Friday 9 March 
De Vere West One Conference Centre

6 March 2018


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