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Relationship with the NHS Complaints Procedure

4.2 In practice, the Commission finds it appropriate to encourage complainants to use primary complaints systems operated by public service providers including the NHS complaints procedure. It therefore rarely undertakes the first investigations but in exercising its protective function in regard to persons with mental disorder, it will assist people to access and use other complaints systems where necessary and appropriate.

4.3 If such systems have been fully utilised and the complainant remains dissatisfied, the Commission may be approached to consider whether there is any further action it can take in relation to the complaint.

4.4 The NHS complaints procedure provides a framework of stages for dealing with complaints and this allows for clarification of where in the procedure the Commission may take direct action apart from the facilitating role described above.

 [Section 1] [Section 2] [Section 3] [Section 4] [Section 5]