HSC Complaints Procedure. What are our practice responsibilities. HSC Complaints Procedure. New standards and guidelines came into effect 1 st April 2009 Main changes Enhanced local resolution Removal of independent review New standards for complaints handling. Definition.
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What are our practice responsibilities
Enhanced local resolution
Removal of independent review
New standards for complaints handling
Support the complainants in expressing their concerns
Explain the options available to them
Be courteous and sympathetic
Recognise that complaints are a valuable source of learning for the practice