Research into real complaints from real patients
The Real Complaints project aims to make the experience of complaining to the NHS better for patients and their families and improve the outcomes for the NHS, recognising that complaints can help improve services for other patients.
All participants in the project have been invited at the start, or during their complaints journey. All participants must have provided their permission for their complaint to be recorded and to be used in teaching, but only with certain safeguards. Only the project team can use and play the recordings, so only for the purpose of preparing and delivering training to make the experience of complaining to the NHS better for patients and their families.