From 1 April 2009 a single complaints system was introduced for all health and local authority adult social care services in England. The new arrangements allow us to:
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remove the rigid process-based arrangements for complaints handling
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unify, simplify and make the arrangements more flexible
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treat each case individually
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focus on achieving the outcomes that you want as quickly as possible
The new arrangements focus on your needs and aim to:
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make the complaints process more accessible - the complaints system has in the past been described as "difficult to access"
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encourage and empower people to come forward with complaints and concerns, supported by the Patient Advice and Liaison Service (PALS)
