Ask Listen Do: Making conversations count in health, social care and education: Tips for health, social care and education organisations and practitioners – NHS England

This Ask Listen Do resource shares tips for health, social care and education organisations and practitioners with the aim of making feedback, concerns and complaints easier for people with a learning disability, autistic people, families and carers.

UK care home providers for older people: advice on consumer law: Helping care homes comply with their consumer law obligations – Competition and Markets Authority

The advice is being published as part of the Competition and Markets Authority’s (CMA) ongoing consumer protection work into residential care homes and nursing homes for older people (over 65s). It follows the CMA’s examination of the sector last year,

Quality Matters: a summary of year one outputs – Department of Health and Social Care

A summary of what has been achieved by partners in the adult social care sector one year on from the launch of the Quality Matters action plan.

Assurance of Good Complaints Handling for Acute and Community Care: A toolkit for commissioners – NHS England

This toolkit aims to support commissioners in the assurance of good complaints handling. It will enable commissioners to ensure that all complaints are well managed; the learning from complaints is identified and used for improvement and complaints service is accessible, open

Assurance of Good Complaints Handling for Acute and Community Care: A toolkit for commissioners – NHS England

This toolkit aims to support commissioners in the assurance of good complaints handling. It will enable commissioners to ensure that all complaints are well managed; the learning from complaints is identified and used for improvement and complaints service is accessible, open

Learning from deaths Guidance for NHS trusts on working with bereaved families and carers – NHS England

The learning from deaths national guidance is for NHS trusts on working with bereaved families and carers. It advises trusts on how they should support, communicate and engage with families following a death of someone in their care.  Included is information

Ask Listen Do: Top tips for families and carers – NHS England

This booklet is designed to help families, parents and carers of those with a learning disability and autistic people to give feedback, raise concerns and make complaints across education, health and social care.

Lessons Learned Review: The Nursing and Midwifery Council’s handling of concerns about midwives’ fitness to practise at the Furness General Hospital – Professional Standards Authority

Report on the conduct of the Nursing and Midwifery Council’s (NMC) handling of concerns about midwives’ fitness to practice at the Furness General Hospital.  It expresses ery serious concerns about the way in which it deals with families and patients and whether it

PHSO Annual Scrutiny 2016–17: Third Report of Session 2017–19: Report, together with formal minutes relating to the report – House of Commons Public Administration and Constitutional Affairs Committee

This report on the performance of the Parliamentary and Health Services Ombudsman (PHSO).  It suggests that as 88% of complaints they deal with have there origin from the NHS the government needs to take action to improve the NHS complaints system, properly

Review Of Adult Social Care Complaints 2016/17 – Local Government and Social Care Ombudsman

Councils and care providers implemented more than 1300 recommendations following individual complaints in 2016/17.  This report from the Local Government and Social Care Ombudsman looks at the impact of complaints on the indiviaduals concerned.

Professional regulation in health and social care: (Briefing Paper Number CBP8094) – House of Commons Library

Professional regulation plays a vital role in setting and enforcing the standards of professional behaviour, competence and ethics underpinning the day-to-day interactions patients and the public have with the NHS and the variety of other health and social care services

People like us?: Understanding complaints about paramedics and social workers – Health and Care Professions Council

This study explored the reasons behind the disproportionate number of complaints about paramedics and social workers relative to other HCPC registered professions The literature review discovered a paucity of prevalence studies and a wealth of literature on the complex interplay

NHS Complaints Procedures In England: (Briefing Paper CBP-7168) – House of Commons Library

This briefing paper provides information on the standard NHS complaints procedures and also the other options available to patients.