2022-23 Annual Complaints Report

7.1 – Developments for 2023/24

The following key objectives have been set in relation to complaints handling for 2023/24:

• Implement a ‘Traffic light’ system to ensure close monitoring of complaint response timescales in accordance with the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.

• Use feedback contained in the satisfaction surveys to continuously learn and improve the complaints function.

• Improve on how we learn from complaints and disseminate that learning Trust-Wide.

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