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NHS Complaint Standards: Summary of expectations

Knowledge empowers the people, public, health and social care professionals


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NHS Complaint Standards: Summary of expectations

Knowledge empowers the people, public, health and social care professionals, with up to date information about the systems at play we can engage fully and confidently in the services offered and provided to patients in the care of the NHS or private healthcare sector where NHS funded services have been sought. 

Hi welcome to this short course that looks at The NHS Complaints standards that are currently being tested across UK NHS sites.  This short, free course follows on from The NHS Constitution, also a free course which shares verbatim information to empower the people and public service practitioners.

As I am updating my own knowledge and understanding of the health and social care systems in the United Kingdom I felt I would share what I am learning with students.  The intention is to bring this information to everyone so they can know of the changes taking place, which at times are such a dramatic speed, that it is hard to keep up.  I hope this course will fulfil my intention of empowering you with knowledge.  For those who are working in the health and social care professions this free, short course is easy to play and listen to and can support updating your continued professional development.  For patients who access the NHS services this information can support you to know what to expect and what you can do should things go wrong.

There is one section, with several short, lessons, delivered in voice over still image - with verbatim recorded information.  There are also dialogue boxes placed after the recordings with verbatim information within.  There is also the link to the information so you can locate it directly.  The topics covered directly are:

  1. Contents

  2. Why we need the Complaint Standards

  3. Benefits of the Complaint Standards

  4. Complaint Standards at a glance

  5. Promoting a just and learning culture

  6. Welcoming complaints in a positive way

  7. Giving fair and accountable responses

  8. Being thorough and fair

  9. Other NHS complaint handling requirements

  10. Complaint Standards: Partner organisations

  11. Definitions

Enrolment is free, you have lifetime and unlimited access to the recordings and you are encouraged to share with others.  Please note that though the NHS is owned by The People, the NHS retains the copyright to the information, though I retain the copyright of my recordings.

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