[Margaret Pilkington]

When I was working there it was 2working days to let the patient know their complaint had been received, 7 working days to investigate and there had to be an outcome/meeting with the complainant in 28 working days......and all this was documented.
I know because being the Senior Sister/Ward Manager, I was involved in any complaint that was made against the unit.......sometimes the complaints and the investigations of them took priority over looking after patients......and believe me they(the management) were hot on your heels if the responses were not withing the prescribed timescales.