Complaint handling in NHS Trusts: This report outlines the results of an analysis which shows substantial variations in the way in which hospitals display information about how to make a complaint. It also suggests that support to patients is incomplete and unclear, with 35% of staff citing insufficient training in complaints handling as an issue. Key recommendations from the report include: accessible information on how to make a complaint on Trusts’ websites, as well as on leaflets and posters throughout NHS hospital ward; complaints being regarded as a learning opportunity to avoid creating a culture of blame; and specific provisions for complaint-related staff training and support.
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