Our policies and procedures

Corporate governance documents

Governance documents

Freedom of Information Publication Scheme

This Publication Scheme guide explains what information NHS England makes (or expects to make) routinely available, and where it can be accessed.



Equality Delivery System (EDS)

This page provides information on the Equality Delivery System (EDS). The EDS is a toolkit to improve equality performance that has been widely implemented across the NHS and is being used by both providers and commissioners of services.

Below are the EDS documents which include factsheets, policy documents, question and answer sheets.

Equality and Diversity

This page promotes equality and equity and expresses how they are at the heart of NHS England’s values

The NHS Equality and Diversity Council

This page outlines the works and responsibilities of The Equality and Diversity Council (EDC) provides visible leadership on equality and health inequalities issues across the health and social care.

Useful links

Contact us info – Email: edc@nhs.net

Complaints and other customer service policies and procedures

Complaints Policy – Interim Complaints Policy

The policy describes how NHS England manages, responds to and learns from complaints made about its services and the way in which they are commissioned. This is an interim policy to allow time for further consultation and to incorporate any recommendations from wider reviews.

Complaints procedures

This page outlines the NHS England complaints procedure which is designed to be as patient focused as possible and to allow investigations of complaints to be carried out effectively and efficiently.

Social media and comment moderation policy

We encourage and welcome open, lively debate, but the decision to publish comments received via this site and our YouTube channel remains at our discretion. This page sets outlines the moderation policy and guidelines.

Patient and public participation policy

Our ambition, in line with the NHS Constitution and the NHS Five Year Forward View, is for patients and the public to be at the heart of everything we do.

We are working to strengthen participation in all of our projects and programmes of work, including policy making and commissioning (the process of planning, buying and monitoring health services). This work is underpinned by our Patient and Public Participation Policy (easy read version is available here) and Statement of Arrangements and Guidance on Patient and Public Participation in Commissioning. The policy and accompanying documents are also supported by an Equality and Health Inequalities Analysis. Together, the documents set out our commitment to participation and outline how we will work with patients and the public to enable them to influence the health services they use.

Have your say on how NHS England’s Guidance is working in practice

We are keen to understand how our new Patient and Public Participation Policy and Statement of Arrangements are being used and how effective they are in practice, alongside resources such as Transforming Participation in Health and Care. In particular, we welcome views from patients, the public and partner organisations about how well the policy and arrangements are being implemented, and from NHS England staff about how useful the guidance is for them.

We will be gathering feedback until the end of December 2016 and reviewing comments on a monthly basis. If you have a comment or complaint which needs an urgent response please do not submit it here; instead, please get in touch with our Customer Contact Centre.

Statement on involving the public in primary care commissioning

There are many opportunities for people to get involved and influence primary care services at local and national levels. Further information can be found in our Statement on involving the public in primary care commissioning.