Complaints Handling Service

Complaints Handling Service

On 1 April 2009, a single complaints system was introduced for all health and local authority adult social care services in England. It placed the onus on Trusts to resolve complaints at a local level, with the Parliamentary and Health Service Ombudsman acting as the "second stage" for independent review.

The advantages of the new system are clear: There is now a single, more customer-focused process to deal with both health and social care-related complaints. The emphasis is on ‘putting things right’.

On the negative side, if patient complaints are not handled to an acceptable standard, Trusts may face greater risk of adverse publicity as a result of an Ombudsman finding.

How can Iodem help

Iodem has extensive experience as a complaints investigator, providing a cost effective and efficient service within a pre-agreed timetable and budget.

Investigations are conducted independently to agreed Terms of Reference. Stakeholder confidence in the process is further boosted by a robust audit trail, which can withstand public scrutiny and legal challenge.

Further benefits of the Iodem service include:-

  • A strong focus on maximising the learning opportunities that arise from problems.
  • The availability of trained mediators, who can work with patients and other stakeholders to address conflicts which may have arisen. They will ensure all parties to the investigation understand the work that has been undertaken, the information which has come to light and the outcome for the complainant.


Iodem is uniquely placed to provide a comprehensive service and assemble a bespoke team to carry out a full investigation that covers all the issues arising in cross-disciplinary complaints with minimum delay and cost.

Our team of ‘Grey Panthers’ include individuals who practice in social care.

We can provide practical advice regarding the systemic and performance issues highlighted by complaints and undertake quality assurance reviews of complaint handling processes to ensure that complaints are handled professionally, expeditiously, cost effectively and to a high standard.

‘Complaints are a learning opportunity. Iodem helped unlock the learning for us so that we could drive forward changes to improve our patients’ experience’


From time to time, complaints arise which involve more than one service. Our experience includes individuals who have worked with the following services:-

  • Social Care
  • The Prison Service
  • The Armed Forces
  • Local Authorities
  • Police
  • NHS
  • Private Health Providers

Our team of ‘Grey Panthers’ ensure that investigations are undertaken by those that understand these services and the interfaces between them.

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