My Expectations for Raising Concerns and Complaints
In November 2014, the Parliamentary and Health Services Ombudsman, together with Healthwatch England, published 'My expectations for raising concerns and complaints'. This report describes people's views of what good complaint handling should be like at each stage of the complaints journey.
This includes the following: knowing they have a right to complain, where to complain, being kept informed and feeling their complaint made a difference so the same thing does not happen to anyone else and feeling confident to complain again. A summary version of the report is also available. Please take a look at our Healthwatch England - Tips and tools on making a complaint; it also includes a video.