Establishment of a hospital group complaints staff network

Abstract

This article describes the rationale and development of a complaints staff network in a hospital group in Ireland. The network was set up in early 2022 to encourage standardisation in healthcare complaints management and provide a platform for shared learning for staff directly involved in complaints management. Staff who handle complaints, either as their full-time role or as part of their role, have shown willingness to engage in the network and use it to access support. Membership of the network has more than doubled since its inception. This novel approach to sharing learning in complaints management at hospital-group level could be adopted in other healthcare organisations.