Communication, Concerns & Complaints- January 2013


Communication, Concerns & Complaints


Listed below is the high level evidence on Communication, Concerns & Complaints produced by NICE, SIGN and NHS based organisations. Also included are the European Society guidelines where available. This list is produced and maintained by HEFT Library Services to support VITAL 4 Medics core skills programme developed in the Trust.


HEFT Local Policies

Customer Relations & Complaints Policy and Procedure v8.0

Corporate Affairs Directorate, HEFT. Next review date August 2012


GP Complaints Procedure v2.0

Corporate Affairs Directorate, Communications Department and GP Communication Team, HEFT. Review date: October 2007


Policy and Procedure for Handling the Media

Corporate Affairs Directorate, HEFT. Next review date January 2015


Map of Medicine



National Guidelines & Non-UK Guidelines (includes Professional Bodies/Associations)


Handling concerns about a practitioner’s conduct and behaviour: an NCAS good practice guide

National Clinical Assessment Service, June 2012


Supporting Doctors to Provide Safer Healthcare: Responding to concerns about a doctor’s practice v.1

Revalidation Support Team, March 2012


Listening and Learning: the Ombudsman’s review of complaint handling by the NHS in England 2010-11

Parliamentary and Health Service Ombudsman, 2011


Parliamentary and Health Service Ombudsman

Its role is to consider complaints that government departments, a range of other public bodies in the UK, and the NHS in England, have not acted properly or fairly or have provided a poor service.


Handling concerns about the practitioners’ health: a guide for managers

National Clinical Assessment Service, January 2011


Tackling concerns locally: Report of the Working Group

Department of Health, 2009


Tackling concerns locally: Report of the Clinical Governance Group

Department of Health, 2009


NAO Report (HC 853 2007-2008): Feeding back? Learning from complaints handling in health and social

National Audit Office, October 2008


Complaints about the NHS

Complaints section on NHS Choices provides a portal for patients to make a complaint about the NHS, for example a hospital or GP practice.


Making experiences count: the proposed new arrangements for handling health and social care complaints - response to consultation

Department of Health, 2008


Handling concerns about the performance of healthcare professionals: principles of good practice

Department of Health and National Patient Safety Agency, 2006


HSC 2003/012 - Maintaining high professional standards in the modern NHS: a framework for the initial handling of concerns about doctors and dentists in the NHS

Department of Health, 2003

Updated sections of this Health Service Circular were published in 2005 and the links are included.


Systematic Reviews – Cochrane Library



NHS Evidence