1️⃣ The organisation investigation and response must:
▶️ resolve the complaint quickly and efficiently.
▶️ keep you informed, of the progress. Either in writing or by phone.
2️⃣ All complaints should be completed within 6 months of the day the complaint was received.
▶️ Extra time can be agreed between you and the organisation before the original 6 months is up.
3️⃣ When the investigation is complete: You must you be sent a signed and written copy.
▶️ With an explanation of how the complaint has been investigated.
▶️ the conclusion/s of the complaint, including
▶️ any lessons learned and/or action/s taken to stop this happening again.
▶️ The letter must let you know that if you are unhappy, you can ask the Parliamentary & Health Service Ombuds (PHSO) to investigate further.
4️⃣ Amendments 2009,
▶️ investigate efficiently;
▶️ properly investigated;
▶️ you are treated with respect and courtesy;
▶️ You receive help to contact your local advocacy service. These services differ from borough to borough but it is likely to be either:
▶️ Healthwatch or