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Listen "Episode five | Complaint Standards"
Episode Synopsis
This week, we're joined by Paul from DEFRA, Gemma from University Hospital Birmingham and Tina from Natural England to discuss the Complaint Standards.
The Complaint Standards set out how NHS and UK central government organisations should approach complaint handling in a clear and consistent way. They help organisations to:
- deliver everyday good complaint handling
- meet the expectations of people making complaints about their service
- use feedback from complaints to make service improvements.
Gemma, Paul and Tina explain the difference the Complaint Standards have made to complaint handling at their organisations and the value of learning from complaints to drive improvements.
The Complaint Standards set out how NHS and UK central government organisations should approach complaint handling in a clear and consistent way. They help organisations to:
- deliver everyday good complaint handling
- meet the expectations of people making complaints about their service
- use feedback from complaints to make service improvements.
Gemma, Paul and Tina explain the difference the Complaint Standards have made to complaint handling at their organisations and the value of learning from complaints to drive improvements.
More episodes of the podcast Making Complaints Count
Episode six | Sandy Lewis, Director of the Maternity and Newborn Safety Investigations Programme
17/09/2025
Episode three | Dr Tony Dysart
10/02/2025
Episode two | Bishop Dr Desmond Jaddoo MBE
16/12/2024
Episode one | Rebecca Hilsenrath
26/07/2024
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