Listening, responding, improving: a guide to better customer care (26th February 2009)
From the 1st April 2009, there will be a single approach to dealing with complaints. It will give organisations the flexibility they need to deal with complaints effectively. It will also encourage a culture that seeks and then uses people’s experiences to make services more effective, personal and safe.
The guide ‘Listening, Responding, Improving’ has been developed to help complaints professionals work with colleagues to make their organisations better at listening, responding and learning from people’s experiences.
Guidance
From the 1st April 2009, there will be a single approach to dealing with complaints. It will give organisations the flexibility they need to deal with complaints effectively. It will also encourage a culture that seeks and then uses people’s experiences to make services more effective, personal and safe.
The guide ‘Listening, Responding, Improving’ has been developed to help complaints professionals work with colleagues to make their organisations better at listening, responding and learning from people’s experiences.
Guidance
Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 (February 2009)
These Regulations cover complaints made from 1 April 2009 in relation to local authority social services and the NHS and include the designation of responsible persons, complaints procedures, those entitled to bring a complaint, time limits and cooperation between responsible bodies where complaints affect them both.
Regulations
These Regulations cover complaints made from 1 April 2009 in relation to local authority social services and the NHS and include the designation of responsible persons, complaints procedures, those entitled to bring a complaint, time limits and cooperation between responsible bodies where complaints affect them both.
Regulations
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