This Implementation Guide is a handbook, part of the Complaints Survey Toolkit, designed to assist health and social care organisations in implementing the survey with the aim to collect feedback from their complainants using a robust survey tool.

This handbook provides instructions on how to compile a sample of complainants to include in the survey. This handbook is aimed at those carrying out the sampling for, but not directly coordinating or managing, the Complaints survey.

This document instructs how to code questionnaire outcomes and how to enter the data from completed questionnaires. The Excel ‘Data Entry Template’ document provided with this Toolkit should be used to enter survey responses.