Birmingham Community Healthcare NHS Foundation Trust: Improving the patients complaints process

14 / 06 / 2016

Staff in the specialist rehabilitation service at Birmingham Community Healthcare NHS Foundation Trust were keen to improve the way in which they handled patient complaints.

The aim was to ensure a more timely personalised process that focused on identifying issues and resolving complaints more quickly, as well as ensuring the service could learn from these instances to help drive improvements in patient care. 

The team was also keen to enable clinicians, who understand and are closest to the care being delivered to patients, to take a more active role in the complaints process. 

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