We also seek feedback from people who come into contact with us, so that we can improve how we work. We aim to be:

• Professional and helpful
• Informative, accurate and timely
• A learning organisation

Professional and helpful

• We will treat everyone fairly and with respect.
• We will respond to questions, concerns and issues thoroughly and to the best of our ability.
• We will do our best to explain issues clearly.
• We understand that people have different needs and take these into account.
• Whenever possible, the same member of staff will deal with you.
• If we make mistakes, we will apologise and do our best to put it right.

Informative, accurate and timely

• We will make sure that any information we give is fair, accurate and available in different formats.
• We will deal with all questions, concerns and issues promptly and keep you informed about any delays.
• When we seek advice we will use qualified experts.
• We will follow all guidance relating to data protection and information sharing.

A learning organisation

• We will actively seek feedback to continually improve how we work.
• We will respond to comments and complaints positively and demonstrate how we have learned from these.

Your views

We'd like to hear your comments or feedback about this draft charter, so please e-mail: feedback@healthcarecommission.org.uk