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Former procedure for Complaints in the NHS

A Guide on complaints handling in Wales was produced in April 2003 entitled complaints in the NHS, giving advice on how to deal effectively with complaints. It was aimed at managers and professionals responsible for handling complaints and those responsible for ensuring that lessons are learnt from patients' experiences are used to improve services as part of Clinical Governance. 
Information on the current NHS Complaint procedure including Independent Complaints Facilitation is available in the library below and will be updated once the new guidance comes into force:

Last updated: 28/03/2011