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Monitoring Compliance and Effectiveness

This policy and associated procedures will be subject to periodic audit and annual review to provide assurance to the Executive Team, the Health Education England Board and its committees that they remain fit for purpose, and we manage our complaints in the most effective way.

To ensure that we develop an appropriate culture for managing, responding to, and learning from, complaints our complaints management framework consists of the following:

  1. Complaints Policy
  2. Complaints Management Procedure
  3. An electronic system of record-keeping to enable continuous learning and development
  4. Staff training materials and training plan
  5. Complaints Oversight Group to oversee complaint management and ongoing learning and development
  6. Periodic, internal reports; and
  7. Publication of an Annual Complaints Report including key performance indicators for the management of our complaints and our key lessons learnt