Well Handled is an independent feedback and complaints support service for the Health and Social Care sectors.

Complaints are a fundamental part of direct patient feedback. It is not the only method of feedback but provides a, frequently graphic, account of an individual's personal experience and how it feels when things go awry. They are not always upheld; current national statistics estimate that 28% of complaints are not upheld, but there are always lessons to be learnt.

Considering the number of users of health care services, the number of complaints is very small but this has to be considered alongside the view that only a fraction of people who would like to complain actually do so.

WellHandled provides a range of professional feedback and complaints support services for health and social care providers.

Feedback & complaints process consultancy
Fit for purposed reviews, complaints process design and evaluation

Independent auditing of complaints
Expert auditing of complaints to monitor effectiveness and maintain standards

Management reporting
National benchmarking of feedback and complaints handling performance

Independent complaint review and arbitration
Access to an expert panel of health care professionals