The NHS Constitution, along with the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009, provide a right for patients to provide feedback, comments, raise concerns and make complaints. Guidance produced by NHS Choices and the Parliamentary and Health Services Ombudsman supports NHS staff in implementing the complaints procedure, and specifically requires all NHS staff to be appropriately trained to enable them to respond efficiently and effectively to feedback. Education and training is essential in order for staff to respond to feedback, comments, concerns and complaints in an appropriate and timely manner.
A range of five e-learning sessions have been developed to support staff in meeting their responsibilities. They are relevant for all directly employed NHS staff as well as independent contractors and their staff who provide NHS services.
The sessions have been developed in partnership with NHS Education for Scotland (NES) and the Scottish Public Services Ombudsman (SPSO) but retain an English focus.