Complaints and investigation

We have wide ranging experience of investigation and complaints work including presentation of evidence to independent tribunals. We have carried out high profile and sensitive work for local authorities and housing associations amongst others. We are also able to review and provide advice on complaints systems and processes.

Services we provide include the following:

Second stage (i.e. beyond local resolution) independent complaints investigation.

Investigation and reporting on specific areas of concern within an organisation including management reviews.

Review and development of complaints systems and procedures. This can include the design of manual and electronic tracking and recording systems.

Evaluation of user and staff satisfaction levels within specific service areas.

The needs of the 'system' can sometimes get in the way of meeting the needs and reasonable wishes of the people it is designed to serve. Therefore in developing our proposals to revise the NHS complaints procedure, we recognise the importance of listening, learning and really hearing whether our service meets or does not meet the standards that we strive to achieve

REFORMING THE NHS COMPLAINTS PROCEDURE Patient Focus and Public Involvement