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New Customer Service Standards

We have updated our Customer Service Standards and are looking for feedback from customers. Please fill out our survey here by 12 May 2025: https://forms.office.com/e/ZDpjibqe8r

Case studies

Categories	Excerpt	Date
Concern involving HR Health and social care setting Using the confidential contact Where business as usual has not worked	A social care worker in an integrated health and social care team raises concerns that staff from across the service are…	January 2020
Concern involving fraud Concern within a small organisation Primary care concern involving the board	A practice nurse becomes aware that a district nurse is claiming for over-time from the board for hours they are not…	January 2020
Concern involving agency staff Serious concern requiring Stage 2 investigation	A bank nurse on a care of the elderly ward raised concerns with the bank about the treatment and neglect of patients…	January 2020
Concern moving from Stage 1 to Stage 2 Serious concern requiring Stage 2 investigation Staff feeling vulnerable	An experienced hospital administrator was working in a team of ten, which had significant staff turnover and had to…	January 2020
Potentially malicious concern	A manager is approached by a nurse who says that they would like to initiate the whistleblowing procedure for concerns…	January 2020
Concern involving a contractor Serious concern requiring Stage 2 investigation Staff feeling vulnerable Using the confidential contact	A lab technician for a national NHS contract is concerned that there is a problem with the blood tests their company…	January 2020
Concern involving a contractor Health and social care setting Where business as usual has not worked	A health care assistant in a day centre for older people is concerned that one of their regular visitors is not…	January 2020
Concern within a small organisation Primary care concern involving the board Where business as usual has not worked	A physiotherapist that works regularly in a health centre has concerns that confidential information is not being stored…	January 2020
Concern involving a contractor Concern involving fraud Serious concern requiring Stage 2 investigation	A care assistant working in a surgical ward noticed that the cleaners attended to clean the bathroom off a small ward…	January 2020
Concern involving agency staff Concern involving fraud Concern within a small organisation Where business as usual has not worked	A locum pharmacist worked for two weeks at a community pharmacy…	January 2020