Dept of Health complaint handling costs analysis

D. Speers made this Rhyddid Gwybodaeth request to Commission for Healthcare Audit and Inspection (Healthcare Commission)

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

Roedd y cais yn rhannol lwyddiannus.

Dear Sir or Madam,
Does the Dept of Health have a system for monitoring the overall costs of complaint handling?

If so, can I please have relevant information on the DH analysis of complaint handling costs incurred at each stage of the NHS Complaints handling process?

Information too on how the data is used to inform targets to reduce costs by resolving complaints at an earlier stage of the process?

Many thanks

Yours faithfully,

D. Speers

Dear Sir or Madam,
As I understand the statutory remit of the Healthcare Commission ended on 31st March 2009 with hand over to the Care Quality Commission. Please therfore advise: will CQC or Parliament have the information I have requested?

Yours sincerely,

D. Speers

Tallulah Spedding,

Dear Sir/Madam

Thank you for your email of todays date. Your request is currently being processed by
my colleague, [name removed] who is currently away from the office until Tuesday 5th May 2009.

The information which you have requested may be held by the Care Quality Commission. [name removed] has already begun a search for this information and will provide you with a substantive response to your request as soon as possible. If the Care Quality Commission do not hold this information, [name removed] will provide details of where it may be found.

If you have any further queries, please do not hesitate to contact either myself or [name removed] on her return to the office.

Kind Regards


Tallulah Sutherland-Spedding
Information Access Officer
Care Quality Commission
103-105 Bunhill Row

Helpline: 03000 616161

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