Here you can browse the report together with the Proceedings of the Committee. The published report was ordered by the House of Commons to be printed 22 June 2011.

Terms of Reference

Summary

1  Introduction

2  The NHS complaints system

Overview of the NHS complaints system

Local resolution

Reviews of serious untoward incidents

Investigation by the Ombudsman

3  Advice and advocacy services

Patient Advice and Liaison Services

Independent Complaints Advocacy

4  The role of commissioners

A duty of candour

Setting standards, monitoring improvement

Complaints data

Complaints action plans

5  The proposed health reforms

Complaints advocacy commissioning

Primary care complaints

Information and data sharing

6  Complaints cultures

Patient complaints

Staff cultures

Executive Board cultures

7  Litigation

"No-fault" compensation schemes

Indemnity Schemes

Claims Management Companies

The proposed civil justice and legal aid reforms

Timely resolution of smaller claims

Conclusions and recommendations

Formal Minutes

Witnesses

List of printed written evidence

List of additional written evidence

List of unprinted additional written evidence

List of Reports from the Committee duringthe current Parliament

VOLUME II - Oral and written evidence

1 February 2011

15 February 2011

26 April 2011

10 May 2011

Written evidence

Additional (Unprinted) Written evidence