DHSC and NHS England implementation update provided to the Thirlwall Inquiry (April 2025). This is the government's own account of progress, submitted to the inquiry. Reviewed extent of implementation: Superseded. Where a complaint is made by someone other than another NHS body, local authority or by an employee of the relevant NHS body and such complaint is unresolved to the satisfaction of the complainant within 1 working day there is a statutory requirement on NHS bodies to investigate and respond to complaints made to them regarding the provision of health services (see regulations 8 and 14 of the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009). Guidance on engaging and involving patients, families and staff following a patient safety incident is available under the Patient Safety Incident Response Framework. Where possible, and if the complainant agrees, the complaint investigation and patient safety incident investigation should be combined so that the patient/family get all the answers they are seeking together. Note, however, that the complaint may not limit itself to learning issues. When it is not possible to combine the two responses, how communication with those affected is best managed needs to be considered (see also PHSO Complaints Standards Framework).

Ann Clwyd MP and Professor Tricia Hart published review of NHS hospital complaints handling on 28 October 2013. Key recommendations: Chief Executives must sign off complaint responses; Trust Boards must scrutinise complaints; trusts must publish annual complaints reports in plain English.