Intended for healthcare professionals

Letters Complaints code of conduct

The importance of supporting NHS staff and patients through the complaints process

BMJ 2019; 364 doi: (Published 12 February 2019) Cite this as: BMJ 2019;364:l650
  1. Andrew Medlock, assistant director of strategy and partnerships
  1. Parliamentary and Health Service Ombudsman, Citygate, Manchester M2 3HQ, UK
  1. andrew.medlock{at}

A complaint can be stressful and anxiety inducing for everyone involved, including healthcare professionals, and we should never underestimate the effect a complaint can have on them.1

NHS staff must be fully supported throughout the complaints process so that it doesn’t damage their confidence, trigger mental health problems, or result in the overmanagement of patients.

Exemplary complaint handling services in …

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