New guidance has been published on the NHS and social care complaints system.

From April, complaints will no longer be escalated from the provider to the Healthcare Commission and then to the health service ombudsman.

Instead, if they are not resolved by providers they will be referred directly to the ombudsman.

The Department of Health published Listening, Responding, Improving: a rough guide to better customer care yesterday.

Simplified

Health minister Ann Keen said: "Under the new system, organisations will be required to demonstrate what they have learnt from complaints so that we can make services more effective, personal and safe.

"We are also simplifying how complaints can be escalated to a single independent body - rather than to two as at present."

The DH is also holding training events for NHS and social care staff on the new system.

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