NHS Complaint Standards: Summary of expectations

Name: NHS Complaint Standards: Summary of expectations
Rating: 4.4 (13 reviews)

Knowledge empowers the people, public, health and social care professionals

Created byDeborah Casey

Last updated 12/2025

English

What you'll learn

Students will learn about the NHS Complaint Standards:
Summary of expectations which are currently being tested in pilot sites during 2021
and will be refined and introduced across the NHS in 2022.
empower yourself with knowledge

Course content

1 section • 25 lectures • 46m total length

01:45
Explore the NHS complaint standards and expectations, focusing on how to make complaints and give feedback about NHS services, while staying up to date with changes and empowering information.
Introduction2:07
Explore the NHS complaints standards and expectations, focusing on early resolution, fair and thorough handling, and continuous learning by senior leaders across NHS and partner organisations.
Introduction0:37
22:44
Promote a just and learning culture by training NHS staff to handle complaints effectively, ensuring a consistent, positive experience and that concerns are addressed.
21:18
32:29
Adopt the NHS complaint standards to treat complaint handling as a professional skill and harness learning from feedback. Enable early resolution to boost accountability, reduce disputes, and improve services nationwide.
31:08
42:22
41:09
52:56
Promote a just learning culture and effective complaint handling by ensuring governance, staff training, and capturing learning from complaints to improve services.
51:22
63:36
Promote a positive, accessible complaint culture where concerns are welcomed, heard with empathy, and resolved quickly. Equip staff with training, offer advocacy and multiple online complaint channels.
61:45
73:33
Explore how NHS complaint standards drive accountable, transparent responses, balanced accounts of what happened, and learning from mistakes to continuously improve services and support staff.
71:36
83:33
Develop a thorough, fair, and effective complaint system by ensuring trained staff with no conflicts, a published local procedure, active listening, and coordinated, transparent investigations with timely updates.
81:31
93:19
Understand the NHS complaint handling requirements and the NHS Constitution, and emphasize a comprehensive, accountable, and transparent complaint service that invites feedback and learns from issues across organizations.
91:25
101:32
Organizations across the health and care sector in england collaborate to create the complaint standards, emphasizing design and content and providing linked materials.
100:19
112:01
110:51
Conclusion and Outro0:21
Bonus lesson1:23

Requirements

Students only require a computer with speakers, internet and time

Description

NHS Complaint Standards: Summary of expectations

Knowledge empowers the people, public, health and social care professionals, with up to date information about the systems at play we can engage fully and confidently in the services offered and provided to patients in the care of the NHS or private healthcare sector where NHS funded services have been sought.

Hi welcome to this short course that looks at The NHS Complaints standards that are currently being tested across UK NHS sites. This short, free course follows on from The NHS Constitution, also a free course which shares verbatim information to empower the people and public service practitioners.

As I am updating my own knowledge and understanding of the health and social care systems in the United Kingdom I felt I would share what I am learning with students. The intention is to bring this information to everyone so they can know of the changes taking place, which at times are such a dramatic speed, that it is hard to keep up. I hope this course will fulfil my intention of empowering you with knowledge. For those who are working in the health and social care professions this free, short course is easy to play and listen to and can support updating your continued professional development. For patients who access the NHS services this information can support you to know what to expect and what you can do should things go wrong.

There is one section, with several short, lessons, delivered in voice over still image - with verbatim recorded information. There are also dialogue boxes placed after the recordings with verbatim information within. There is also the link to the information so you can locate it directly. The topics covered directly are:

Contents
Why we need the Complaint Standards
Benefits of the Complaint Standards
Complaint Standards at a glance
Promoting a just and learning culture
Welcoming complaints in a positive way
Giving fair and accountable responses
Being thorough and fair
Other NHS complaint handling requirements
Complaint Standards: Partner organisations
Definitions

Enrolment is free, you have lifetime and unlimited access to the recordings and you are encouraged to share with others. Please note that though the NHS is owned by The People, the NHS retains the copyright to the information, though I retain the copyright of my recordings.

Let's continue...

Who this course is for:

Students who are interested in health and social care, students who are employed in health and social care, those who have caring duties for a loved family member will benefit from the valuable information in this course.
Students with vulnerable loved ones who require continued care