Resources for care providers

Guidance reports - lessons from complaints

 Funded Nursing Care payments - guidance for care providers (PDF)

 My Expectations for Raising Concerns and Complaints - research into patient and service user expectations of good complaint handling in health and social care (PDF)

Template procedures and signposting guides

 Template complaint procedure - a ready written document to adapt (PDF)

 Template complaint procedure - Microsoft Word version (DOC)

 Complaint management checklist - ensure your complaint procedure covers everything it should (PDF)

 Signpost to the Ombudsman and CQC - how to tell people of their right to come to the Ombudsman or the regulator (PDF)

 Signpost to the Ombudsman and CQC - Microsoft Word version (DOC)

How to handle complaints - guidance and template letters

How to... guides

 How to write a decision letter (PDF)

 How to write an apology (PDF)

Template letters to adapt

 Initial letter (PDF)

 Initial letter - Microsoft Word version (DOCX)

 Holding letter (PDF)

 Holding letter - Microsoft Word version (DOCX)

 Final decision letter (PDF)

 Final decision letter - Microsoft Word version (DOCX)

Information sheets - FAQs for providers

 Adult social care complaints (PDF)

 Premature complaints (PDF)

Training for care providers

We offer two courses for social care providers, developed and delivered by our experienced complaint-handlers:

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