What we have to say Latest news Delivering training to improve patient experience We feel passionately that anyone who raises a complaint about their experience of care in the NHS should be listened to and that their concern should be thoroughly investigated. We work with NHS trusts on improving the way they handle complaints, and in early April we were pleased to deliver a session at North Middlesex University Hospital about how to put patients at the heart of complaints resolution. It was a positive and productive session, and we would like to thank North Middlesex University Hospital for extending a warm welcome to our project managers to deliver the training. Our team discussed techniques for conducting a thorough and fair complaints investigation, and underlined the importance of communicating with patients clearly throughout the process. We found staff to be engaged, receptive to our ideas and committed to improving patient experience, and we’re looking forward to our follow-up session at the hospital on 24 April. You can find out more about the work we do with other organisations here.