The Local Authority Social Services & NHS Complaints (England) Regulations 2009

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Click here to view DPL’s advice booklet on handling complaints from dental patients who have received treatment in England.

Introduction

These Regulations come into force on 1 April 2009 and introduce a revised procedure for the handling of complaints by local authorities, in respect of complaints about adult social care, and by NHS bodies, primary care providers and independent providers in respect of provision of NHS care. The regulations align adult social care and health complaints processes into a single set of arrangements.

These Regulations revoke the National Health Service (Complaints) Regulations 2004 and the National Health Service (Complaints) Amendment Regulations 2006. The Regulations can be found here and the associated guidance documents:

• Listening, Responding, Improving: A Guide to Better Customer Care
• Principles of Good Administration, Principles of Good Complaint Handling and Principles for Remedy

What's New?

The Healthcare Commission ceases to exist on 1 April 2009. Patients who remain unhappy after local resolution is complete may request a review of their complaint by the Ombudsman.  Effectively what was a three stage complaints procedure is simplified into a two stage complaints procedure.  To read more click here

The Ombudsman

The Ombudsman deals with the second stage of complaints about services provided through the NHS in England. To read more click here

Frequently Asked Questions

Click here for a list of frequently asked question in relation to the new regulations