Listening, responding, improving: a guide to better customer care

From 1 April 2009 there will be a single approach to dealing with complaints. It will give organisations the flexibility they need to deal with complaints effectively. It will also encourage a culture that seeks and then uses people's experiences to make services more effective, personal and safe. This guide has been developed to help complaints professionals work with colleagues to make their organisations better at listening, responding and learning from people's experiences. It is designed to be accessible to anyone working in health and social care organisations who is involved in receiving feedback and resolving concerns and complaints from patients, service users and their representatives. (Department of Health - publications)