Monia Sood
Monia Sood is an associate at Hill Dickinson.
- HSJ Knowledge
The implications of getting new complaints processes right - and wrong
A more flexible, service user-centred complaint handling system introduced nearly two years ago is still have potentially damaging implications for trusts failing to handle the processes correctly. Andrew Craggs, partner at Hill Dickinson, examines the importance of handling complaints correctly under the new rules.