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Remedy Healthcare complaints handling solution

Remedy is our market leading, bespoke healthcare complaints service designed to assist NHS trusts in managing increasing complaint numbers and improving response times in line with the proposed new Complaints Standards Framework issued by the Parliamentary and Health Service Ombudsman (30 March 2021). Remedy has been developed from working with NHS trusts both in-house and on a direct instruction basis.

Complementing your existing governance and complaints team, working with you to prevent escalation of complaints into claims, reducing costs and bringing learning closer to the patient experience.  

How you will benefit from Remedy:

  • On demand outsourced complaint handling by an experienced team helping to clear backlogs efficiently and within an agreed timescale, at a competitive cost.
  • You will receive an individual tailored solution to meet your trust’s immediate needs and requirements, scaling up or down the amount of assistance you require with complaint responses within agreed time frames.
  • We can work with you on developing updated example complaint responses, triage toolkits and process maps in line with the new proposed Complaints Standards Framework.
  • We can provide you with a thematic review of your complaints data, identifying trends and ‘hotspots’, identifying safety and learning themes, and work with you to ensure that learning can be evidenced and fed back into the system at the earliest possible stage of investigation.
  • We can assist with the updating or drafting of your complaints policy.
  • Training can be delivered by our team of experts to your complaints teams, senior managers and NHS staff.
  • The benefit of expertise on CQC and regulatory issues, duty of candour, patient safety and clinical negligence.

Contact us

If you would like to discuss how we may be able to assist, please contact Sarah Hopwood directly. 

Sarah Hopwood
Sarah Hopwood


+44 (0)121 200 3484 Email Sarah

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