you should receive an acknowledgement to your complaint, either verbally or in writing, within three working days
if the investigation involves accessing personal information from your medical records, you will be asked for consent in accordance with the Data Protection Act
a personalised plan will be developed including an estimate of how long our enquiries are likely to take
the customer liaison team will update you on the progress and if there are likely to be any delays in responding to you
you will receive a response including the conclusion of the investigation and, where appropriate, measures will be taken to improve the quality of services.
