MDU guide on new complaints system

The new complaints procedure introduced in England this month is the subject of a Medical Defence Union (MDU) guide.

‘The MDU's guide to the combined NHS and social care complaints procedure' explains the new system, which places a greater emphasis on preventing harm, reducing risks, learning lessons and resolving complaints locally.

Dr Michael Devlin, MDU deputy head of advisory services, said: ‘Our new booklet is aimed at helping members to continue to resolve complaints quickly and efficiently. Doctors can do this by working with patients from the outset in order to flexibly investigate their concerns, identify where things have gone wrong and offer an apology, if appropriate.'

The new system places a greater emphasis on resolving matters at the first stage when possible.

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