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The anaesthetic department should agree a set format for staff to maintain contemporaneous detailed records of patient care. There should be periodic audits performed on the quality of record keeping to ensure that quality is being maintained.¹⁰⁶

The anaesthetic department should provide training on record keeping and information governance policies in their department, which addresses relevant legislation such as the Data Protection Act 2018 and adheres to the Caldicott principles.^107,108

Feedback including concerns, complaints and compliments should be captured, recorded and reviewed.

The anaesthetic department should have confidential procedures in place that enable patients to feed back their views on their experience within the clinical service.¹⁰⁹

The anaesthetic service should collaborate with the hospital governance team to collate patient feedback.¹¹⁰

Information should be freely available to all patients on how to make suggestions for improvements.

All complaints should be acknowledged and appropriately reviewed in a timely fashion in line with local policy.¹¹¹

Any learning points from feedback and complaints should be identified and shared with all team members and other clinical services where relevant.

Feedback and learning points should be used to direct improvement plans where relevant.¹¹² These learning points should ensure that the objectives of these plans are met within an agreed timescale.

Support and advice should be provided to members of staff who are involved in a complaint to mitigate the negative impact that a complaint can have on staff.