Complaints Policy and Procedure

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Complaints Policy and Procedure"

Transcription

1 Complaints Policy and Procedure REFERENCE NUMBER DraftAug2012V1MH APPROVING COMMITTEE(S) AND DATE THIS DOCUMENT REPLACES REVIEW DUE DATE March 2014 RATIFICATION DATE/DRAFT No

2 NHS West Lancashire Clinical Commissioning Group (CCG) including those who work on behalf of the CCG is committed to ensuring that, as far as it is reasonably practicable, the way we provide services to the public and the way we treat our staff reflects their individual needs and does not discriminate against individuals or groups on the basis of their age, disability, gender, race, religion/belief or sexual orientation. Should a member of staff or any other person require access to this policy in another language or format (such as Brail or large print) they can do so by contacting the NHS West Lancashire CCG. All staff are responsible for ensuring staff within their area of responsibility and seconded staff from commissioning support working on behalf of NHS West Lancashire CCG are aware of NHS policies and that staff adhere to them. 1

3 CONTENTS 1.0 INTRODUCTION Scope Purpose Aims Definitions WHAT IS A COMPLAINT? 2.1 Criteria for complaints Who can complain? Time limits for making a complaint Litigation and the NHS Complaints Procedure Serious complaints Complaints that cannot be dealt with under this policy Roles and Responsibilities Equality Impact Assessment IMPLEMENTATION PROCESS FOR RAISING CONCERNS 3.1 Complaints shared with the local authority Complaints against providers of healthcare services/other organisations Complaints about services purchased from the independent sector Complaints involving more than one organisation Complaints about purchasing decisions of the organisation PROCEDURE BEFORE INVESTIGATION 4.1. Local resolution Written complaints Verbal complaints Primary Care Services Investigation PROCEDURE AFTER INVESTIGATION 5.1 Response Concluding local resolution and learning lessons Lesson learnt Further resolution including conciliation Monitoring and Governance Equality & Diversity Monitoring Compliance Openness in the NHS Challenging and Vexatious Patients Risk Management Staff Training Evaluation of complaints procedure 12 Appendices 2

4 1.0 INTRODUCTION This policy outlines the process by which complaints will be handled by the clinical commissioning group (CCG) when raised by, or on behalf of, service users. NHS West Lancashire CCG places high priority upon the handling of complaints and recognises that suggestions, constructive criticisms and complaints can be valuable aids to improving services. The policy also has implications for providers of services to the CCG and they also have a responsibility to have a complaints policy adhering to national policy. This policy applies to all complaints received by the CCG. Complaints can be received by any member of the CCG staff about the organisation or anyone providing a service to it. Staff should be aware of the actions they will be required to take if they receive a complaint. All staff of commissioned services are responsible for ensuring that no one should be inhibited or disadvantaged when making complaints and that these are given proper and speedy consideration in compliance with equality and diversity principles. 1.1 Scope This policy is designed to reflect best practice for NHS West Lancashire CCG in the management of complaints. A full and prompt written explanation will be given by the chief officer which will be in accordance with the NHS constitution. This policy has been produced in line with the Local Authority Social Services and National Health Services Complaints (England) Regulations 2009, which came into force on 1 April It details the procedures which should be followed when dealing with the following: Complaints relating to primary care contractors in conjunction with National Commissioning Board (NCB); Complaints relating to any action or purchasing decision taken by the organisation, including those relating to commissioning of health services for the local population and provision of community services; Complaints relating to other NHS trusts, local authority services; Complaints relating to services purchased from the independent sector; Complaints relating to more than one organisation. 1.2 Purpose The views and opinions of the people the CCG commission services for are vital in helping us to deliver the best healthcare to our communities. The CCG is committed to providing accessible, equitable and effective services and welcome views about services commissioned by the CCG. If a person is 3

5 1.3 Aims unhappy about any matter of the CCG functions they are entitled to make a complaint, have it considered and receive a response (acknowledgement within 3 working days). The CCG aims to provide a complaints process which has easy access, is supportive and open and that results in a speedy, fair and, where possible, local resolution. The complaints procedure aims to: Be well publicised and easy to access Be simple to understand and use Be fair and impartial, and be seen to do so Allow complaints to be dealt with promptly and as close to the point where they arise Provide answers or explanations quickly and within established time limits Ensure that rights to confidentiality and privacy are respected Ensure all complaints will be dealt with in an honest, open, confident and sensitive way Guarantee that no complaint will form any part of a medical record and complainants will not be discriminated against in any way as a result of making a complaint Provide a thorough and effective mechanism for resolving complaints and also investigating matters of concern Enable lessons learnt to be used to improve the quality of services and to have action plans in place Be regularly reviewed and amended if necessary. Be consistent with national guidance. 1.4 Definitions This procedure applies to any complaint, whether this is received from the user of the service or their representative, or a member of the community who comes into contact with the service by other means. The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 are designed to improve the way complaints are handled with a view to creating real benefits for healthcare organisations. This policy sets out the process the CCG will follow when dealing with a complaint and provides further guidance for service users who may wish to seek further advice from the Parliamentary and Health Service Ombudsman (PHSO). The regulations details a single approach to be used for dealing with complaints structured around the three principles of listening, responding and improving. The organisation will take an active approach in asking for people s views, dealing with complaints more effectively and in using information received to learn and improve. 4

6 2.0 WHAT IS A COMPLAINT? 2.1 Criteria for complaints Members of NHS West Lancashire CCG staff will be accustomed to dealing with enquiries from patients, clients and carers regarding the organisation s services, its commissioning intentions or the care being provided to individuals. It is recommended that a matter should be considered to be a complaint when: The person raising the matter has expressly stated that they want to make a complaint; The manager considers that serious issues have been brought to his/her attention; The manager considers that he/she is unable to investigate the matter adequately or independently; The manager considers that he/she cannot give the assurances being sought by the patient, client, carer or resident. A complaint may be as a result of the way treatment or care has been provided to the patient or how a service has been managed. It may also relate to discrimination against a patient, something carried out against the patient s choice or wishes or the attitude and behaviour of staff Who can complain? Any person who is affected by or likely to be affected by the action, omission or decision of NHS West Lancashire CCG may make a complaint. If the person is unable to act for him or herself, the complaint will be accepted from a relative, friend or other organisation or other individual suitable to represent them. The lead for complaints must ensure that where the person is capable, the complaint is being made with their knowledge and consent in a manner suitable to them Where a member of staff believes a complaint is warranted but the patient or his or her advocate does not wish to complain and wishes to withdraw a complaint then the staff member has a duty to pursue the matter. This may be achieved through normal management processes or by reference to Concerns at Work Policy (Whistleblowing) Time limits for making a complaint A complaint should be made as soon as possible after the action giving rise to it. The time limit for making a complaint is within twelve months of the event, with the exception that if a complainant was not immediately aware that there was cause to complain, the complaint should be made within twelve months of the person becoming aware. 5

7 There is discretion to extend this time limit where it would be unreasonable in the circumstances of a particular case for the complaint to have been made earlier, and where it is possible the facts of the case should be investigated. This discretion lies with the chief officer of the CCG or, in the case of a complaint relating to a primary care contractor, with the primary care contractor concerned Litigation and the NHS Complaints Procedure Where the complainant has expressed an intention to take legal proceedings, the organisation will seek to continue to resolve the complaint unless there are clear legal reasons not to do so. 2.5 Serious complaints If an allegation or suspicion of physical or sexual abuse, financial misconduct, a criminal or safeguarding offence is received with regard to CCG functions then it should be reported immediately to the chief officer and if appropriate referred to the appropriate regulatory body. It should also be reported as a Serious Incident Requiring Investigation (SIRI) either by the commissioner or by the provider it is related to Complaints that cannot be dealt with under this policy The following complaints will not be dealt with under the NHS Complaints Regulations 2009: A complaint made by a local authority, NHS body, primary care provider or independent provider; A complaint made by an employee of a local authority or NHS body about any matter relating to employment; A complaint made orally and is resolved to the complainants satisfaction within 24 hours; A complaint which has previously been made and resolved to the same complainant and where local resolution has been exhausted; A complaint which is, or has been, investigated by a Health Service Commissioner under the 1993 Act; A complaint arising out of the alleged failure by the CCG to comply with a request for information under the Freedom of Information Act 2000; On the advice of the NHS Litigation Authority, the investigation of a complaint through the complaints procedure may cease immediately if the complainant explicitly indicates an intention to take legal action in respect of the complaint. 2.7 Roles and Responsibilities The chief officer has accountability for the management of complaints relating to services provided by NHS West Lancashire CCG and ensuring these are actioned in compliance with the Local Authority Social Services and National 6

8 Health Service Complaint (England) Regulations. He/she will review and sign a written response to formal complaints. Operational responsibility for ensuring that complaints received by the CCG are managed effectively lies with the head of corporate affairs through commissioning support. The latter will be responsible for managing the procedures within a timely and sensitive manner and is responsible for the day-to-day handling of complaints on behalf of the CCG. The head of corporate affairs will keep the CCG s complaints procedure under review. 2.8 Equality Impact Assessment This is a legal requirement under the Equality Act IMPLEMENTATION PROCESS FOR RAISING CONCERNS 3.1. Complaints shared with the local authority If a complaint received by the CCG includes issues relating to the local authority then permission should be sought from the complainant to share details with the other responsible body. The lead will then work with the local authority to ensure a full investigation takes place and that a single response that answers all concerns is provided to the complainant. If permission is not received to conduct this process from the complainant then the complaints lead advises which parts the CCG can respond to and which parts will need to be dealt with separately by the local authority Complaints against providers of healthcare services/other organisations Any complaint received will be acknowledged with an explanation that it may be necessary to pass the complaint details to any other responsible body. Consent must be obtained from the complainant/patient to share this information prior to forwarding the complaint to the other responsible body for investigation Complaints about services purchased from the independent sector Service Level Agreements NHS West Lancashire CCG will specify in any Service Level Agreement (SLA) with an independent provider, which the provider will set up and run a Local Resolution process in line with the NHS Complaints Procedure and will cooperate with the NHS Independent Review process where necessary. 7

9 3.4. Complaints involving more than one organisation The complaint will be acknowledged in writing before an agreement is sought as to which organisation will take the lead and provide the response. The complainant will be consulted on this. The non-lead body/bodies will provide the lead body with the information to assist with the complaint and NHS West Lancashire CCG will address the part of the complaint within its remit Complaints about purchasing decisions of the organisation Staff may also receive queries about general commissioning decisions made by NHS West Lancashire CCG and its officers. These should be forwarded to the lead for complaints who will arrange for an appropriate response to be made on behalf of the organisation. 4 PROCEDURE BEFORE INVESTIGATION 4.1. Local resolution The first stage of the complaints procedure is called local resolution. It applies equally to verbal, electronic or written complaints, in the first instance. A detailed flowchart showing the process for dealing with complaints is shown at Appendix 2. A written account of any NHS West Lancashire CCG complaint that is satisfactorily concluded at this level must be made in: The organisation s incident/complaint reporting system If the complainant is not satisfied they must be given the opportunity to progress their complaint and offered advice and assistance on how this should be done. At this point the complaint becomes a formal complaint. It is essential that these more complex matters be reported to the chief officer via the formal process without delay Written complaints Most written complaints will come directly to the chief officer or the lead for complaints. However, a written complaint may be directed in the first instance to another member of staff or to a member of the Governing Body or Clinical Executive Committee. 8

10 In this event, the complaint should be forwarded to the lead for complaints immediately in order that it may be acknowledged within 3 working days of receipt and the appropriate action taken Verbal complaints A complainant may go through the process of making a verbal formal complaint and if not satisfied a written formal complaint to the CCG before progressing to a further stage in the complaint procedure. It may be appropriate for the entire process to be conducted verbally in which case the matter should be resolved immediately All verbal complaints should be briefly recorded in writing on the appropriate form (Appendix 5) and submitted to the lead for complaints in order that information may be collated for monitoring purposes Primary Care Services Primary care services are responsible for the local resolution of complaints through operating practice-based complaint procedures, which they are required to establish under their contract. If local resolution cannot resolve the complaint, the NCB lead for primary care complaints is responsible for organising the conciliation. A primary care contractor may seek the help of a lay conciliator to assist in the process of resolving a complaint at local level. This process will be provided by the local area office of the NCB Investigation The lead for complaints will arrange for the complaint to be investigated in the most appropriate manner to resolve it speedily and efficiently. The investigation into a complaint must: Be undertaken by a suitable person and the lead for complaints must ensure an appropriate level of investigation; Be conducted in a manner that is supportive to all those involved; Uphold the principles for fairness and consistency; Apply a risk assessment process to allow serious complaints to be identified; Follow the principles set out by the National Patient Safety Association (NPSA). 9

11 5. PROCEDURE AFTER INVESTIGATION 5.1. Response The letter of response will: Be polite, sympathetic and non-bureaucratic in tone Address all the points, which the complainant has raised Summarise its conclusions and demonstrate if appropriate, alterations to service improvements The CCG will aim to provide a response to a complaint within 25 working days of the complaint being made. Where a full response cannot be provided an update will be given Concluding local resolution and learning lessons The response should be approved and signed by the chief officer and the head of corporate affairs should ensure that all necessary follow up action has been taken. All correspondence and evidence relating to the investigation should be retained Lesson learnt Complaints will be presented at the quality improvement committee quarterly and a detailed proposed action plan to ensure service improvements and inform commissioning decisions will be produced. This will be the responsibility of the head of corporate affairs Further resolution including conciliation Should the complainant be dissatisfied with the CCG s response, where appropriate, alternative courses of resolution can be offered to the complainant, with the agreement from all the parties involved. This could include further correspondence/discussions or conciliation meetings with the complaints lead and appropriate staff. All meetings should be recorded and a written record sent to those involved to confirm accuracy before documenting in the complainants file. The complainant will also have the right to refer their complaint to the Parliamentary and Health Service Ombudsman, who is completely independent of the NHS and Government. The complainant will be reminded of the support available from the Independent Complaints and Advice Service Monitoring and Governance Details of the complaint will be recorded in the complaints register managed by the commissioning support service. This will include: 10

12 Complainant and patient details Relevant dates, times etc. Type of complaint Summary of the issues raised The service complained against Any action taken and date of action Date acknowledged and response due date 5.5. Equality & Diversity NHS West Lancashire CCG aims to ensure that access to the complaints arrangements is designed to be inclusive to all groups and that specialist, high quality support is available as necessary. The policy seeks to ensure equality of access, irrespective of age, disability, race, religion, belief, gender or sexual orientation and other protected characteristics. 5.6 Monitoring Compliance The complaints policy seeks to promote equality amongst all patients, service users and their representatives who wish to progress a formal complaint about health care services by placing the patient at the centre of the system. Compliance with the complaints policy will be monitored by the following means: Quarterly report submission to the quality improvement committee; Standard form for lessons learnt reported back to quality improvement committee; Annual report submission to governing body/annual general meeting; Service improvement informed by complaints process reported to quality improvement committee. 5.7 Openness in the NHS Where part of a complaint about services is that information has been refused (and provided the chief officer has been given the opportunity first to review the circumstances), complainants should be advised of their right to pursue this aspect separately with the Parliamentary and Health Service Ombudsman without waiting for the outcome of the NHS investigations into the rest of the complaint. At all times in the procedure, the complainant will be advised of the Independent Complaints Advice Service Challenging and Vexatious Patients Please refer to NHS West Lancashire CCG guidance document entitled Guidance for Managing Habitual and Vexatious Behaviour. 5.9 Risk Management 11

13 In the event that a complaint/concern may be a risk to the patient or other people s safety this will be considered in light of arrangements the CCG has in place including claims management procedures, HR framework and policies, equality and diversity strategy, safeguarding adults and children arrangements Staff Training All staff must be made aware of the complaints procedure and contact number and location of the lead for complaints to enable them to refer patients/clients. Training will be needed to ensure that staff attitudes are positive and do not deter legitimate complaints. Staff must also be clear about the local resolution process and what sorts of issues they will be able to resolve, and what should be placed into the formal process Evaluation of complaints procedure A patient questionnaire about the management of the complaint will be sent to the complainant on completion of local resolution. At approximately six month intervals an evaluation will be carried out with regard to the way complaints are handled and this will allow the CCG to monitor the effectiveness of the complaints policy. 12

14 Appendix 1 COMPLAINTS PROCEDURE A complaint is an expression of dissatisfaction, which requires a response. In many cases, complaints are made orally. All complaints whether verbal, electronic or written, will receive a positive and full response with the aim of satisfying complainants that their concerns have been listened to, providing an explanation, an apology when appropriate, and information about actions taken as a result of the complaint. If it becomes apparent during the course of an investigation that there may be a disciplinary issue, this will be referred to the appropriate senior manager by the chief officer, for separate investigation and action. The organisation will normally only investigate complaints that are made within 12 months of the event or if later, within 12 months of the complainant realising that they have something to complain about. These time limits can be waived if there are good reasons why the complainant could not complain sooner. Existing or former users of services provided by West Lancashire CCG may complain. Other persons may complain on behalf of existing or former users where the organisation accepts them as a suitable representative and where consent has been obtained. Any person who is affected by or likely to be affected by the action, omission or decision of the NHS body which is the subject of the complaint, may complain. Any complaint received by any employee of NHS West Lancashire CCG which indicates a prima facia need for referral to any of the following: (at first sight a case that appears to warrant further investigation). an investigation under the disciplinary procedure; one of the professional regulatory bodies; an independent inquiry into the serious incident under Section 84 of the National Health Service Act 1977; an investigation of a criminal offence. NB. The person in receipt of the complaint should at once pass the relevant information to the chief officer. Communications regarding complaints are to be kept completely separate from patients records.

15 1 Appendix 2

16 Appendix 3 USEFUL CONTACTS CCG Website CCG Chief Officer (designate) Mike Maguire Chief Officer Designate NHS West Lancashire CCG Trust HQ Wigan Road Ormskirk L39 2JW Head of Corporate Affairs Katie Wightman NHS West Lancashire CCG Trust HQ Wigan Road Ormskirk L39 2JW Health Service Ombudsman for England Millbank Tower Millbank London SW1P 4QP Helpline Telephone Number: Independent Complaints & Advocacy Service Tel: Social Services (Adults) Tel: tba Social Services (Children) NCB information to go here once known 2

COMPLAINTS AND CONCERNS POLICY

COMPLAINTS AND CONCERNS POLICY COMPLAINTS AND CONCERNS POLICY A GENERAL 1. INTRODUCTION This policy sets out the process for handling complaints, generated by patients, carers and the general public, by the Clinical Commissioning Group

More information

COMPLAINTS AND CONCERNS POLICY

COMPLAINTS AND CONCERNS POLICY COMPLAINTS AND CONCERNS POLICY A GENERAL 1. INTRODUCTION 1.1 This policy sets out the process that the Clinical Commissioning Groups (CCG) will use for handling complaints, generated by patients, carers

More information

Complaints Policy. Complaints Policy. Page 1

Complaints Policy. Complaints Policy. Page 1 Complaints Policy Page 1 Complaints Policy Policy ref no: CCG 006/14 Author (inc job Kat Tucker Complaints & FOI Manager title) Date Approved 25 November 2014 Approved by CCG Governing Body Date of next

More information

Contents. Appendices. 1. Complaints Relating to Commissioned Services Page 15

Contents. Appendices. 1. Complaints Relating to Commissioned Services Page 15 COMPLAINTS POLICY 1 Contents 1. Introduction Page 3 2. Purpose Page 3 3. Principles Page 4 4. Scope Page 4 5. Exclusions Page 5 6. Responsibilities Page 5 7. Complaints Management Process: Local Resolution

More information

COMPLAINTS, CONCERNS, COMMENTS AND COMPLIMENTS POLICY

COMPLAINTS, CONCERNS, COMMENTS AND COMPLIMENTS POLICY COMPLAINTS, CONCERNS, COMMENTS AND COMPLIMENTS POLICY A GENERAL 1. INTRODUCTION 1.1 Portsmouth Clinical Commissioning Group (CCG) is committed to providing an accessible, equitable and effective means

More information

COMPLAINTS AND CONCERNS POLICY

COMPLAINTS AND CONCERNS POLICY COMPLAINTS AND CONCERNS POLICY Compliance with all CCG policies, procedures, protocols, guidelines, guidance and standards is a condition of employment. Breach of policy may result in disciplinary action.

More information

Comments, Concerns, Complaints and Compliments Policy

Comments, Concerns, Complaints and Compliments Policy Comments, Concerns, Complaints and Compliments Policy Policy ID CG05 Version: 1.2 Date ratified by Governing Body 29/11/13 Author Suzi Shettle, Head of Communications and Engagement Last review date: November

More information

Complaints, Compliments and Concerns Policy

Complaints, Compliments and Concerns Policy Complaints, Compliments and Concerns Policy Author Sara Whittaker Role Associate Director of Quality Date / version 25/07/2013 Version 3 Considered by WAM Joint Quality Committee Committee Recommendation

More information

Customer Services (Enquiries/Concerns/Complaints) Framework 2012/13

Customer Services (Enquiries/Concerns/Complaints) Framework 2012/13 Customer Services (Enquiries/Concerns/Complaints) Framework 2012/13 Version: One Responsible Committee: The Audit & Governance Group Date approved: Name of author: JANET SMART Name of responsible director/

More information

NHS England Complaints Policy

NHS England Complaints Policy NHS England Complaints Policy 1 2 NHS England Complaints Policy NHS England Policy and Corporate Procedures Version number: 1.1 First published: September 2014 Prepared by: Kerry Thompson, Senior Customer

More information

NHS Complaints Advocacy

NHS Complaints Advocacy NHS Complaints Advocacy Raising Concerns or Complaints About the NHS Advocacy in Surrey is provided by Surrey Disabled People s Partnership (SDPP) In partnership with SDPP is a registered Charity: 1156963

More information

Policy and Procedure for the Recording, Investigation and Management of Complaints, Comments, Concerns and Compliments (4C Model)

Policy and Procedure for the Recording, Investigation and Management of Complaints, Comments, Concerns and Compliments (4C Model) CWHH Clinical Commissioning Group 15 Marylebone Road London NW1 5JD Tel: 020 3350 4177 Policy and Procedure for the Recording, Investigation and Management of Complaints, Comments, Concerns and Compliments

More information

NHS SOUTH DEVON AND TORBAY CLINICAL COMMISSIONING GROUP COMPLAINTS POLICY

NHS SOUTH DEVON AND TORBAY CLINICAL COMMISSIONING GROUP COMPLAINTS POLICY NHS SOUTH DEVON AND TORBAY CLINICAL COMMISSIONING GROUP COMPLAINTS POLICY Version: 1.4 dated 26 March 2014 DATE VERSION CONTROL 01/08/2013 1.0 First draft Phil Stimpson Based upon initial policy produced

More information

High Oak Surgery Complaints Policy Document Description Lead Author(s) Change History Document complies with the Equality Act 2010

High Oak Surgery Complaints Policy Document Description Lead Author(s) Change History Document complies with the Equality Act 2010 High Oak Surgery Complaints Policy Document Description Document Type CQC Standard 7 Service Application Version 2 Ratification Date Target Group All staff Last Reviewed October 2012 Next Review Date October

More information

NHS Dorset Clinical Commissioning Group. Customer care and complaints policy

NHS Dorset Clinical Commissioning Group. Customer care and complaints policy NHS Dorset Clinical Commissioning Group Customer care and complaints policy Supporting people in Dorset to lead healthier lives PREFACE This policy sets out the mandatory framework for managing all comments,

More information

POLICY CONTROL DOCUMENT - 2

POLICY CONTROL DOCUMENT - 2 POLICY CONTROL DOCUMENT - 2 NUMBER OF PAGES (EXCLUDING APPENDICES) 8 SUMMARY OF REVISIONS: 22 nd December 2011 Sections removed from policy and placed as Appendix which include the following: Responsibilities

More information

Berkshire West Clinical Commissioning Groups

Berkshire West Clinical Commissioning Groups Berkshire West Clinical Commissioning Groups Corporate Policy 1 (CP1) CCG Policy for the Handling of Complaints Version: 1 Ratified by: Date ratified: April 2013 Name of originator/author: Name of responsible

More information

Policies, Procedures, Guidelines and Protocols

Policies, Procedures, Guidelines and Protocols Policies, Procedures, Guidelines and Protocols Document Details Title Complaints and Compliments Policy Trust Ref No 1353-29025 Local Ref (optional) N/A Main points the document This policy and procedure

More information

Policy and Procedure for Handling and Learning from Feedback, Comments, Concerns and Complaints

Policy and Procedure for Handling and Learning from Feedback, Comments, Concerns and Complaints Policy and Procedure for Handling and Learning from Feedback, Comments, Concerns and Complaints Author: Shona Welton, Head of Patient Affairs Responsible Lead Executive Director: Endorsing Body: Governance

More information

Principles of Good Complaint Handling

Principles of Good Complaint Handling Principles of Good Complaint Handling Principles of Good Complaint Handling Good complaint handling means: 1 Getting it right 2 Being customer focused 3 Being open and accountable 4 Acting fairly and proportionately

More information

Contents. Section/Paragraph Description Page Number

Contents. Section/Paragraph Description Page Number - NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICA CLINICAL NON CLINICAL - CLINICAL CLINICAL Complaints Policy Incorporating Compliments, Comments,

More information

COMPLIMENTS, CONCERNS AND COMPLAINTS POLICY. Compliments, Concerns and Complaints

COMPLIMENTS, CONCERNS AND COMPLAINTS POLICY. Compliments, Concerns and Complaints COMPLIMENTS, CONCERNS AND COMPLAINTS POLICY Document information Document type: Document reference: Document title: Policy Compliments, Concerns and Complaints Policy Document operational date: 1 st February

More information

Northumberland Clinical Commissioning Group Complaints Policy and Procedure

Northumberland Clinical Commissioning Group Complaints Policy and Procedure Northumberland Clinical Commissioning Group Complaints Policy and Procedure Author Steph Edusei-Basra, Authorisation Development Lead Owner Alistair Blair, Chief Clinical Officer (designate) Date: 10 August

More information

Policies and Procedures. Policy on the Handling of Complaints

Policies and Procedures. Policy on the Handling of Complaints RMP. South Tyneside NHS Foundation Trust Policies and Procedures Policy on the Handling of Complaints Approved by Trust Board December 2006 (revised version approved by RMEC May 2010) Policy Type Policy

More information

Complaints Framework 2014/15

Complaints Framework 2014/15 Complaints Framework 2014/15 NHS Greater Huddersfield CCG Complaints Framework 2014-15 v1.0 July 2014 1 Version: 1.0 Responsible Committee: Quality And Safety Committee Date approved: 23 July 2014 Name

More information

Complaints Policy (Listening, Responding and Learning from Views and Concerns)

Complaints Policy (Listening, Responding and Learning from Views and Concerns) (Listening, Responding and Learning from Views and Concerns) Version 1.0 Ratified By Date Ratified 14 th November 2012 Author(s) Responsible Committee / Officers Date Issue 1 st April 2013 Review Date

More information

Complaints Policy and Procedure. Contents. Title: Number: Version: 1.0

Complaints Policy and Procedure. Contents. Title: Number: Version: 1.0 Title: Complaints Policy and Procedure Number: Version: 1.0 Contents 1 Purpose and scope... 2 2 Responsibilities... 2 3 Policy Statement: Aims and Objectives... 4 4 Definition of a complaint... 4 5 Procedure...

More information

GUIDANCE FOR RESPONDING TO COMPLAINTS. Director of Nursing and Quality. Patient Experience and Customer Services Manager

GUIDANCE FOR RESPONDING TO COMPLAINTS. Director of Nursing and Quality. Patient Experience and Customer Services Manager REFERENCE NUMBER: IN-007 GUIDANCE FOR RESPONDING TO COMPLAINTS AREA: NAME OF RESPONSIBLE COMMITTEE / INDIVIDUAL NAME OF ORIGINATOR / AUTHOR Trust Wide Director of Nursing and Quality Patient Experience

More information

NHS CHOICES COMPLAINTS POLICY

NHS CHOICES COMPLAINTS POLICY NHS CHOICES COMPLAINTS POLICY 1 TABLE OF CONTENTS: INTRODUCTION... 5 DEFINITIONS... 5 Complaint... 5 Concerns and enquiries (Incidents)... 5 Unreasonable or Persistent Complainant... 5 APPLICATIONS...

More information

Management agement of Complai. nts, Concerns, Comments

Management agement of Complai. nts, Concerns, Comments Policy: C1 Management agement of Complai nts, Concerns, Comments & Com pliments Po licy Version: C1 / 09 Ratified by: TMT Date ratified: 12 th December 2012 Title of Author: Title of responsible Director

More information

COMPLAINTS POLICY & PROCEDURE

COMPLAINTS POLICY & PROCEDURE COMPLAINTS POLICY & PROCEDURE Last Review Date April 2014 Approving Body Governing Body Date of Approval April 2014 Date of Implementation May 2014 Next Review Date November 2015 Review Responsibility

More information

CO02: COMPLAINTS POLICY AND PROCEDURE

CO02: COMPLAINTS POLICY AND PROCEDURE Policy Type Information Governance Corporate Standing Operating Procedure Human Resources X Policy Name CO02: COMPLAINTS POLICY AND PROCEDURE Status Committee approved by Final Governing Body Date Approved

More information

Complaints Policy and Procedure

Complaints Policy and Procedure First issued by/date Issue Version Purpose of Issue/Description of Change Sept 2013 7 This policy has been reviewed and updated in line with planned review date. Planned Review Date October 2018 Named

More information

COMPLAINTS POLICY AND PROCEDURE TWC7

COMPLAINTS POLICY AND PROCEDURE TWC7 COMPLAINTS POLICY AND PROCEDURE TWC7 Version: 3.0 Ratified by: Complaints Group Date ratified: July 2011 Name of originator/author: Name of responsible committee/ individual: Date issued: July 2011 Review

More information

Compliments, Comments, Concerns and Complaints Policy and Procedure

Compliments, Comments, Concerns and Complaints Policy and Procedure Compliments, Comments, Concerns and Complaints Policy and Procedure Version: 1.5 Responsible Committee: Clinical Quality & Governance Committee Date approved: Name of author: Amrit Reyat, Complaints Manager

More information

Complaints Procedures. Listening... Acting... Improving

Complaints Procedures. Listening... Acting... Improving x147926_nfh164_p2_vw_x147926_nfh164_p2_vw 17/04/2015 15:32 Page 1 Complaints Procedures Listening... Acting... Improving x147926_nfh164_p2_vw_x147926_nfh164_p2_vw 17/04/2015 15:32 Page 2 x147926_nfh164_p2_vw_x147926_nfh164_p2_vw

More information

Raising Concerns or Complaints about NHS services

Raising Concerns or Complaints about NHS services Raising Concerns or Complaints about NHS services Raising concerns and complaints A step by step guide Raising concerns and complaints Questions to ask yourself: 1. What am I concerned or dissatisfied

More information

EASTVILLE MEDICAL PRACTICE Complaints Procedure

EASTVILLE MEDICAL PRACTICE Complaints Procedure EASTVILLE MEDICAL PRACTICE Complaints Procedure PATIENT INFORMATION LEAFLET COMPLAINTS PROCEDURE As a Practice we try to provide the best service possible for our patients. We recognise, however, that

More information

CCG CO02 Complaints Policy and Procedure

CCG CO02 Complaints Policy and Procedure Corporate CCG CO02 Complaints Policy and Procedure Version Number Date Issued Review Date V3: 16/01/2016 01/12/2016 Prepared By: Senior Clinical Quality Officer, NECS Complaints Team. Consultation Process:

More information

Guide to making a complaint about an NHS service

Guide to making a complaint about an NHS service Guide to making a complaint about an NHS service February 2014 Healthwatch Coventry www.healthwatchcoventry.org.uk Contents 1. About this guide page 3 2. The NHS complaints procedure page 3 3. About the

More information

POLICY & PROCEDURE FOR THE MANAGEMENT OF COMPLIMENTS, PALS ENQUIRIES AND COMPLAINTS INCLUDING UNREASONABLE OR PERSISTENT COMPLAINANTS

POLICY & PROCEDURE FOR THE MANAGEMENT OF COMPLIMENTS, PALS ENQUIRIES AND COMPLAINTS INCLUDING UNREASONABLE OR PERSISTENT COMPLAINANTS POLICY & PROCEDURE FOR THE MANAGEMENT OF COMPLIMENTS, PALS ENQUIRIES AND COMPLAINTS INCLUDING UNREASONABLE OR PERSISTENT COMPLAINANTS APPROVED BY: South Gloucestershire Clinical Commissioning Group Quality

More information

ST LAWRENCE ROAD SURGERY. Complaints Procedure General Practice

ST LAWRENCE ROAD SURGERY. Complaints Procedure General Practice ST LAWRENCE ROAD SURGERY Complaints Procedure General Practice Index 1. Introduction 2. Practice Complaints Administrator 3. What Constitutes a Complaint 4. Matters Excluded from the Complaints Process

More information

POLICY FOR THE REPORTING AND MANAGEMENT OF PATIENT COMPLAINTS

POLICY FOR THE REPORTING AND MANAGEMENT OF PATIENT COMPLAINTS Item 9 POLICY FOR THE REPORTING AND MANAGEMENT OF PATIENT COMPLAINTS Authorship: Chief Operating Officer Approved date: 20 September 2012 Approved Governing Body Review Date: April 2013 Equality Impact

More information

POLICY AND PROCEDURE FOR THE MANAGEMENT OF COMPLAINTS, CONCERNS, COMMENTS AND COMPLIMENTS

POLICY AND PROCEDURE FOR THE MANAGEMENT OF COMPLAINTS, CONCERNS, COMMENTS AND COMPLIMENTS Directorate of Performance Assurance POLICY AND PROCEDURE FOR THE MANAGEMENT OF COMPLAINTS, CONCERNS, COMMENTS AND COMPLIMENTS Reference: DCP071 Version: 1.3 This version issued: 03/03/15 Result of last

More information

COMPLAINTS HANDLING POLICY & PROCEDURE

COMPLAINTS HANDLING POLICY & PROCEDURE This is a controlled document. Whilst this document may be printed, the electronic version posted on the intranet is the controlled copy. Any printed copies of the document are not controlled. COMPLAINTS

More information

Complaints Policy. Version: 1.1. NHS Bury Clinical Commissioning Group Governing Body. Ratified by: Date ratified: 27 th March 2013

Complaints Policy. Version: 1.1. NHS Bury Clinical Commissioning Group Governing Body. Ratified by: Date ratified: 27 th March 2013 Version: 1.1 Ratified by: NHS Bury Clinical Commissioning Group Governing Body Date ratified: 27 th March 2013 Name of originator /author (s): Responsible Committee / individual: Gareth Webb Quality and

More information

NHS LA COMPLAINTS POLICY

NHS LA COMPLAINTS POLICY NHS LA COMPLAINTS POLICY Applies to: NHS LA employees, contractors and Non Executive Directors Date of Board Approval: May 2014 Review Date: May 2017 1 May 2014 1. Introduction The NHSLA is committed to

More information

GENERAL POLICIES AND PROCEDURES COMPLAINTS POLICY AND PROCEDURE

GENERAL POLICIES AND PROCEDURES COMPLAINTS POLICY AND PROCEDURE GENERAL POLICIES AND PROCEDURES COMPLAINTS POLICY AND PROCEDURE Version 1.0 Page 1 of 65 November 2013 POLICY DOCUMENT VERSION CONTROL CERTIFICATE TITLE Title: General Policies and Procedures: Complaints

More information

Burton Hospitals NHS Foundation Trust. Committee On: 20 January 2015. Review Date: September 2017. Department Responsible for Review:

Burton Hospitals NHS Foundation Trust. Committee On: 20 January 2015. Review Date: September 2017. Department Responsible for Review: POLICY DOCUMENT Burton Hospitals NHS Foundation Trust COMPLAINTS POLICY AND PROCEDURE Approved by: Executive Management Committee On: 20 January 2015 Review Date: September 2017 Corporate / Division Corporate

More information

FOR HANDLING ORGANISATIONAL COMPLAINTS AGAINST THE PRACTICE OR INDIVIDUAL MEMBERS OF STAFF

FOR HANDLING ORGANISATIONAL COMPLAINTS AGAINST THE PRACTICE OR INDIVIDUAL MEMBERS OF STAFF 1. PURPOSE This procedure is to ensure the proper handling of any complaint about the organisation, care which a patient has received from Lintonville Medical Group or an individual member of staff. The

More information

Policy and Procedure on Complaints Management

Policy and Procedure on Complaints Management Putting Barnsley People First Policy and Procedure on Complaints Management LISTENING, RESPONDING & IMPROVING Author: Gillian Pepper Designated Nurse Patient Experience & Adult Safeguarding Responsibility:

More information

Raising Concerns or Complaints about NHS services

Raising Concerns or Complaints about NHS services Raising Concerns or Complaints about NHS services Contents Page 4 Introduction How to use this pack How can NHS Complaints Advocacy Help? Page 5 Raising concerns and complaints First Steps Step 1 - What

More information

Chesterfield Royal Hospital NHS Foundation Trust THE ADVICE CENTRE AND COMPLAINTS POLICY

Chesterfield Royal Hospital NHS Foundation Trust THE ADVICE CENTRE AND COMPLAINTS POLICY Chesterfield Royal Hospital NHS Foundation Trust THE ADVICE CENTRE AND COMPLAINTS POLICY 1. INTRODUCTION 1.1 The aim of the Advice Centre is to support the Trust s Service Experience Strategy by providing

More information

Devon County Council. Children & Young Peoples Services Directorate. Complaints & Representations Policy

Devon County Council. Children & Young Peoples Services Directorate. Complaints & Representations Policy Devon County Council Children & Young Peoples Services Directorate Complaints & Representations Policy Created April 2008-amended Sept 2009 1 Index 1. Introduction 2. Legislative Background and National

More information

Complaints that are not required to be considered under the arrangements

Complaints that are not required to be considered under the arrangements Under the provisions of the National Health Service (Pharmaceutical Services) Regulations 2005 pharmacy contractors are required to have in place arrangements, for the handling and consideration of complaints

More information

COMPLAINTS, CONCERNS, COMMENTS & COMPLIMENTS POLICY AND PROCEDURE

COMPLAINTS, CONCERNS, COMMENTS & COMPLIMENTS POLICY AND PROCEDURE COMPLAINTS, CONCERNS, COMMENTS & COMPLIMENTS POLICY AND PROCEDURE Version: Approved by: Date approved: Date ratified by Governing Body: Name of originator/author: Name of responsible committee/individual:

More information

Carolyn McConnell, Head of Patient Experience Tel: (0151) 529 5530 Email: carolyn.mcconnell@thewaltoncentre.nhs.uk. Document Type: POLICY Version 2.

Carolyn McConnell, Head of Patient Experience Tel: (0151) 529 5530 Email: carolyn.mcconnell@thewaltoncentre.nhs.uk. Document Type: POLICY Version 2. Complaints Policy Author and Contact details: Responsible Director: Carolyn McConnell, Head of Tel: (0151) 529 5530 Email: carolyn.mcconnell@thewaltoncentre.nhs.uk Director of Strategy & Planning Approved

More information

Comments, Compliments and Complaints Policy. Document Title NTW(O)07. Reference Number. Medical Director. Lead Officer

Comments, Compliments and Complaints Policy. Document Title NTW(O)07. Reference Number. Medical Director. Lead Officer Document Title Reference Number Comments, Compliments and Complaints Policy NTW(O)07 Lead Officer Medical Director Author(s) (name and designation) Ratified by Keeley Brickle Complaints and PALS Manager

More information

Compliments, comments concerns and complaints

Compliments, comments concerns and complaints Compliments, comments concerns and complaints Introduction At Gateshead Health NHS Foundation Trust we work hard to deliver a first-class comprehensive health care service. We value the opinions of patients

More information

Claim Management Policy

Claim Management Policy Claim Management Policy REFERENCE NUMBER Claim management policy VERSION V1.0 APPROVING COMMITTEE & DATE Clinical Executive Committee REVIEW DUE DATE May 2018 1 West Lancashire CCG is committed to ensuring

More information

COMPLIMENTS, CONCERNS AND COMPLAINTS POLICY. Compliments, Concerns and Complaints Policy

COMPLIMENTS, CONCERNS AND COMPLAINTS POLICY. Compliments, Concerns and Complaints Policy Document information COMPLIMENTS, CONCERNS AND COMPLAINTS POLICY Document type: Document reference Document title: Policy TBC Compliments, Concerns and Complaints Policy Document operational date: 25 th

More information

INCLUDING THE PROCEDURE FOR HANDLING, EVALUATING AND RESPONDING TO COMPLAINTS

INCLUDING THE PROCEDURE FOR HANDLING, EVALUATING AND RESPONDING TO COMPLAINTS St Helens & Knowsley Hospitals NHS Trust COMPLAINTS POLICY INCLUDING THE PROCEDURE FOR HANDLING, EVALUATING AND RESPONDING TO COMPLAINTS Recommending Committee: Approving Committee: Clinical Performance

More information

Guide to healthcare complaints

Guide to healthcare complaints Guide to healthcare complaints A guide to healthcare complaints The majority of patients have a positive experience of their NHS treatment. Where this is not the case there are a number of options open

More information

NHS Greater Glasgow & Clyde. Renfrewshire Community Health Partnership

NHS Greater Glasgow & Clyde. Renfrewshire Community Health Partnership NHS Greater Glasgow & Clyde Renfrewshire Community Health Partnership NHS Complaints System Operational Procedure The content of forms in the Appendices has changed. The attached copies must be used from

More information

Policy for the Management of Concerns and Complaints

Policy for the Management of Concerns and Complaints Policy for the Management of Concerns and Complaints Ratification process Lead Author Developed by: Approved by: Patient Experience Manager, C&P CCG Patient Experience Manager, C&P CCG Patient Safety &

More information

Contents Page Description

Contents Page Description Complaints and Concerns Policy Listening, Learning and Improving Making Experiences Count To make sure the services provided by NHS Fylde and Wyre Clinical Commissioning Group (FWCCG) are accessible, this

More information

Complaints Policy & Procedure

Complaints Policy & Procedure Wigan Borough Clinical Commissioning Group Complaints Policy & Procedure 2 3 Contents 1. Introduction 5 2. Complaints Policy 7 3. Implementation 9 4. Annual Reports 12 5. Complaints relating to Other NHS

More information

POLICY AND PROCEDURE FOR MANAGING COMPLAINTS, COMMENTS, CONCERNS AND COMPLIMENTS

POLICY AND PROCEDURE FOR MANAGING COMPLAINTS, COMMENTS, CONCERNS AND COMPLIMENTS TITLE: POLICY AND PROCEDURE FOR MANAGING COMPLAINTS, COMMENTS, CONCERNS AND COMPLIMENTS VALID FROM: January 2014 EXPIRES: January 2016 This procedural document supersedes the previous procedural document

More information

POLICY & PROCEDURE FOR THE MANAGEMENT OF COMPLAINTS / CONCERNS

POLICY & PROCEDURE FOR THE MANAGEMENT OF COMPLAINTS / CONCERNS TRUST-WIDE CLINICAL POLICY DOCUMENT POLICY & PROCEDURE FOR THE MANAGEMENT OF COMPLAINTS / CONCERNS Policy Number: Scope of this Document: Recommending Committee: Appproving Committee: SA06 All Staff Mersey

More information

A: Complaints about NHS foundation trusts (which do not relate to choice and competition or pricing)

A: Complaints about NHS foundation trusts (which do not relate to choice and competition or pricing) To: The Board For meeting on: 30 April 2014 Agenda item: 7 Report by: Tom Grimes, Enquiries and Complaints Manager Report for: Decision TITLE: How Monitor handles complaints Summary 1. This paper aims

More information

Customer Relations Director of Nursing. Customer Relations Manager All staff

Customer Relations Director of Nursing. Customer Relations Manager All staff COMPLAINTS POLICY Summary statement: How does the document support patient care? Staff/stakeholders involved in development: Job titles only Division: Department: Responsible Person: The policy aims to

More information

Patient Experience Team (PET)

Patient Experience Team (PET) Patient Experience Team (PET) We are here to help with: Comments Concerns Compliments Complaints Information for patients This leaflet can be made available in other formats including large print, CD and

More information

Policy and Procedure on Complaints Management

Policy and Procedure on Complaints Management Policy and Procedure on Complaints Management Policy approved by: Board June 2005, Dec 2006, Jan 2007 Review date: May 2010 Next review date: May 2013 Policy approved by: NHS Rotherham Board, May 2010

More information

Policy for handling formal complaints (CG009)

Policy for handling formal complaints (CG009) Policy for handling formal complaints (CG009) Approval and Authorisation Approval Group Job Title, Chair of Committee Date Executive Committee Chief Executive Officer, Chair of Executive Committee Change

More information

Ratification by: Haringey CCG Governing Body (is on agenda for March 2013 meeting)

Ratification by: Haringey CCG Governing Body (is on agenda for March 2013 meeting) NHS Haringey Clinical Commissioning Group Complaints Policy V1 Approved by: Haringey CCG Quality Committee (29/01/13) Ratification by: Haringey CCG Governing Body (is on agenda for March 2013 meeting)

More information

PALS and complaints policy

PALS and complaints policy PALS and complaints policy NOTE: This is a CONTROLLED document. The current version of this document is maintained and is always available electronically from SharePoint or the intranet. All other electronic

More information

Complaints Policy and Procedures

Complaints Policy and Procedures Complaints Policy and Procedures Document Owner Sheilagh Reavey, Director of Nursing and Quality Document Author Sheilagh Reavey, Director of Nursing and Quality Version 1 Directorate Nursing and Quality

More information

Grievance Policy and Procedure

Grievance Policy and Procedure Grievance Policy and Procedure Page 1 Grievance Policy and Procedure Policy ref no: HR012-14 Author (inc job Judith Champion, Senior HR Business Partner title) Date Approved May 2014 Approved by Quality

More information

COMPLAINTS POLICY. Version: 1.0. Ratified by. Trust Quality & Performance Committee. Date ratified: 22 August 2013.

COMPLAINTS POLICY. Version: 1.0. Ratified by. Trust Quality & Performance Committee. Date ratified: 22 August 2013. COMPLAINTS POLICY Version: 1.0 Ratified by Trust Quality & Performance Committee Date ratified: 22 August 2013 Name of author: Melanie Coombes, Director of Nursing Name of responsible Director of Nursing

More information

NHS FORTH VALLEY. COMPLAINT POLICY and PROCEDURE. T Horne, Complaint Manager

NHS FORTH VALLEY. COMPLAINT POLICY and PROCEDURE. T Horne, Complaint Manager NHS FORTH VALLEY COMPLAINT POLICY and PROCEDURE Author: T Horne, Complaint Manager 1. Background 1.1. NHS Forth Valley is a learning, patient-focused organisation that welcomes feedback from users of its

More information

COMPLAINTS PROCEDURE. Version: 1.4. Date Approved November 2014. Interim Complaints Manager. Date issued: November 2014

COMPLAINTS PROCEDURE. Version: 1.4. Date Approved November 2014. Interim Complaints Manager. Date issued: November 2014 COMPLAINTS PROCEDURE Version: 1.4 Committee Approved by: Integrated Governance Committee Date Approved November 2014 Author: Responsible Directorate: Interim Complaints Manager Finance and Governance Date

More information

Eastville Medical Practice Complaints Procedure

Eastville Medical Practice Complaints Procedure Eastville Medical Practice Complaints Procedure Introduction The Practice aims to provide a high quality service to all its patients at all times, but we recognise that there may be times when you feel

More information

NHS Constitution. Access to health services:

NHS Constitution. Access to health services: NHS Constitution Patients and the public your rights and NHS pledges to you Everyone who uses the NHS should understand what legal rights they have. For this reason, important legal rights are summarised

More information

1.1. A health service that does not listen to complaints is unlikely to reflect its patients needs. Robert Francis QC

1.1. A health service that does not listen to complaints is unlikely to reflect its patients needs. Robert Francis QC Review Circulation Application Ratification Author Minor Amendment Supersedes Title DOCUMENT CONTROL PAGE Title: Interim Complaints Policy Version: 5 Reference Number: Supersedes: Version 4 (Complaints

More information

NHS Nene and NHS Corby Clinical Commissioning Groups COMPLAINTS HANDLING POLICY

NHS Nene and NHS Corby Clinical Commissioning Groups COMPLAINTS HANDLING POLICY NHS Nene and NHS Corby Clinical Commissioning Groups COMPLAINTS HANDLING POLICY Approved : 10 February 2015 by the Quality Committee Ratified : 17 February 2015 by the Governing Body of NHS Nene Clinical

More information

Customer ser vices. Help us improve our services with your comments, compliments concerns and complaints. With all of us in mind

Customer ser vices. Help us improve our services with your comments, compliments concerns and complaints. With all of us in mind Customer ser vices Help us improve our services with your comments, compliments concerns and complaints A short guide to the customer services team and how we can provide you with support and information

More information

Validation Date: 29/11/2013. Ratified Date: 14/01/2014. Review dates may alter if any significant changes are made

Validation Date: 29/11/2013. Ratified Date: 14/01/2014. Review dates may alter if any significant changes are made Document Type: PROCEDURE Title: Complaints Management Scope: Trust Wide Author/Originator and title: Eleanor Carter, Patient Experience Facilitator Paul Jebb, Assistant Director of Nursing (Patient Experience)

More information

Policy Document Control Page

Policy Document Control Page Policy Document Control Page Title Title: Complaints and Compliments Policy Version: 10 Reference Number: CO3 Supersedes Supersedes: Version 9 Description of Amendment(s): Amendment of review date to reflect

More information

Policy and Procedure for the Handling of Compliments, Comments, Concerns and Complaints

Policy and Procedure for the Handling of Compliments, Comments, Concerns and Complaints Policy and Procedure for the Handling of Compliments, Comments, Concerns and Complaints Policy Number Target Audience Approving Committee Gov/Pol/003 All staff Policy Approval Group Date Approved Last

More information

Complaints, Comments & Compliments Policy

Complaints, Comments & Compliments Policy Complaints, Comments & Compliments Policy 1. INTRODUCTION We welcome our customers views and will use them to improve our services. The purpose of this policy is to provide a framework for dealing with

More information

Concerns and Complaints Policy and Procedure

Concerns and Complaints Policy and Procedure Concerns and Complaints Policy and Procedure This policy and procedures may evoke safeguarding adults concerns and as such please refer to the Safeguarding Adults Policy or contact the Trust Safeguarding

More information

Your rights and how to make a complaint

Your rights and how to make a complaint Your rights and how to make a complaint Most medical care and treatment goes well, but things occasionally go wrong, and you may want to complain. So where do you start? Every NHS organisation has a complaints

More information

Complaints, Comments and Appreciations

Complaints, Comments and Appreciations FOLD HERE No Stamp Required Freepost RLUJ-RKYT-AZGH Gillian Summers Complaints Officer North East Ambulance Service NHS Foundation Trust Bernicia House Goldcrest Way Newburn Riverside Newcastle upon Tyne

More information

NHS Newark and Sherwood Clinical Commissioning Group. Quality & Patient Safety Directorate Complaints and Concerns Policy and Procedure

NHS Newark and Sherwood Clinical Commissioning Group. Quality & Patient Safety Directorate Complaints and Concerns Policy and Procedure NHS Newark and Sherwood Clinical Commissioning Group Quality & Patient Safety Directorate Complaints and Concerns Policy and Procedure Review Date September 2016 1 Complaints and Concerns Handling Policy

More information

COMPLAINTS, CONCERNS AND COMPLIMENTS POLICY

COMPLAINTS, CONCERNS AND COMPLIMENTS POLICY COMPLAINTS, CONCERNS AND COMPLIMENTS POLICY Version: 5 Ratified by: Senior Manager s Operational Group Date ratified: May 2015 Title of originator/author: Patient Experience Manager Title of responsible

More information

Comments, compliments and complaints

Comments, compliments and complaints Greater Manchester NHS Clinical Assessment & Treatment Service (GM CATS) Comments, compliments and complaints Patient guide Patient satisfaction comments & compliments We hope you re delighted with the

More information

Revised Complaints Policy OP08 Director of Nursing and Midwifery Complaints Management Co-ordinator

Revised Complaints Policy OP08 Director of Nursing and Midwifery Complaints Management Co-ordinator RROYAL WOLVERHAMPTON HOSPITALS NHS TRUST AGENDA ITEM NO: 10a Report to: Trust Board Date: 22 nd June 2009 Subject Report By Author Revised Complaints Policy OP08 Director of Nursing and Midwifery Complaints

More information

COMPLAINTS POLICY AND PROCEDURES

COMPLAINTS POLICY AND PROCEDURES COMPLAINTS POLICY AND PROCEDURES Scope Trustwide Owner Patient Experience Group Contact Head of Complaints Version 3.2 Issue date June 2009 Last reviewed December 2014 Next review due December 2017 Search

More information

Compliments and Complaints Policy and Procedure. September 2014

Compliments and Complaints Policy and Procedure. September 2014 Compliments and Complaints Policy and Procedure September 2014 The current version of all policies can be accessed at the NHS Sheffield CCG Intranet site http://www.intranet.sheffieldccg.nhs.uk/ VERSION

More information

Complaints - Integrated Policy and Procedures for Health & Adult Social Care. Making Experiences Count

Complaints - Integrated Policy and Procedures for Health & Adult Social Care. Making Experiences Count Complaints - Integrated Policy and Procedures for Health & Adult Social Care Making Experiences Count NHS Swindon is the brand name for the organisation legally known as Swindon Primary Care Trust Note:

More information