NHS Greater Glasgow & Clyde. Renfrewshire Community Health Partnership

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1 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 1 November Previous printed copies or electronic templates MUST be replaced. Lead Manager: Head of Administration Responsible Director: David Leese, Renfrewshire CHP Approved by: David Leese, Renfrewshire CHP Date approved: 1 November 2012 Date for Review: 1 November 2013 Replaces previous version: August 2011 [if applicable]

2 Introduction 1.1 This Guidance issued by the Director of Renfrewshire Community Health Partnership supports the Partnership's compliance with the NHS Complaints System. It applies to all services managed or hosted by Renfrewshire Community Health Partnership, and comes into effect from 1 November The Patient Rights (Scotland) Act 2011 supports the Scottish Government s vision for a high quality, person-centred NHS and applies to all staff working for NHS Scotland and to all independent contractors and their staff who provide NHS services. It details what patients in Scotland have a right to expect of their health services, no matter whether they are delivered by NHS staff or on behalf of the NHS by independent contractors or their staff. 1.3 The Act gives patients a legal right to give feedback on their experience of healthcare and treatment and to provide comments, or raise concerns or complaints. NHS Boards and independent contractors must publicise their complaints processes and encourage patients to give feedback. This document deals specifically with how we deal with complaints. A complaint is any expression of dissatisfaction about an action or lack of action or standard of care provided As well as dealing with complaints the organisation is required to have arrangements in place for recording feedback, comments or concerns that fall short of a complaint. The process for recording feedback, comments or concerns may be structured e.g. through a survey process or questionnaire. Where there is no specific system in place feedback, comments or concerns should be recorded as described in Annex B. 1.5 It is recognised that it may be difficult to distinguish between feedback, comments, concerns and a formal complaint. If in doubt treat an issue raised as a complaint. The following definitions may help you decide into which category an issue raised falls:- Feedback may be in the form of views expressed orally or in writing as part of a survey, patient questionnaires, through PASS 2, or initiatives such as patient experience or via stakeholder electronic portals. The feedback may describe the patient or carer's individual experience of using NHS services and may include suggestions on things that could have been done better or identify areas of good practice. These do not generally require an individual response, but may help inform on future arrangements for the provision or delivery of services. 1 2 SPSO Model Complaints Handling Procedure Patient Advice and Support Service 1

3 Comments may be comments, compliments or observations offered orally or in writing by visitors, patient, relatives for example on ward or hospital suggestion cards or through PASS, which reflect how someone felt about the service. These may contain helpful suggestions which services may wish to acknowledge and use to introduce changes to service provision. Common courtesy dictates that such comments should be acknowledged as a valued suggestion on how our services may be improved. It is worthwhile recording these as learning points for sharing with other services or areas, Concerns may be expressed to staff or through PASS in relation to proposed treatment (for example where someone has been referred to a consultant and is concerned about what this means). Patients may need reassurance or further explanation and information to help them understand why the healthcare provider is suggesting a particular course of action. Patients need to have access to the appropriate advice in order to ensure they are involved in and are equipped to make informed decisions about their healthcare but are often unsure of what they are allowed to ask. Staff should be alert to this and ensure that explanations are given and advice on additional support services is available and accessible to everyone. Staff should familiarise themselves with the additional information available for patients. This might include leaflets such as Its OK to ask 3. A Scottish Government publication aimed at engaging patients in their healthcare management. Concerns may also be expressed on any aspect of the service, from timing of appointments to getting to hospital for the proposed treatment or the actual treatment received. It will be particularly important for staff to use their discretion and judgement in supporting service users to decide whether this should be escalated to a complaint. There could be circumstances where the nature of the concern is sufficiently serious to warrant full investigation and if staff members are in any doubt they should seek advice from their line manager or the complaints and feedback officer. You should always ask yourself if it is appropriate to record the concerns, even if you are not treating this as a complaint. For comments and concerns consider if you should record using the procedure in Annex B. 1.6 The NHS Greater Glasgow & Clyde Complaints Policy aims to remove barriers to making complaints as part of a wider approach to delivering inequalities sensitive care and promoting equality and removing discrimination. Staff applying this operational procedure must comply with the duties placed on them by equalities legislation and treat all individuals on an equitable basis, with an understanding of issues relating to age, disability, gender, race, religion, sexual orientation, or socio-economic 3 Scottish Government March 2008 available from: 2

4 status in accordance with the Board s Equality Scheme. In practice, for staff applying this guidance, this will include making all information accessible in appropriate formats; and identifying any additional individual support that the patient (and complainant if not the patient) may have that will assist them in progressing a complaint. 1.7 The Patients Rights (Scotland) Act 2011, Scottish Government Health Department s guidance (Can I Help You Guidance for handling and learning from feedback, comments, concerns or complaints about NHS health care services )(April 2012) and relevant directions issued by the Scottish Government apply to all complaints. Also complaints handling must be in accordance with the NHS Greater Glasgow & Clyde Complaints Policy approved by the Corporate Management Team on 20 th September 2012 and Guidance to Staff in Dealing with Complaints issued by the Head of Board Administration on 4 October This Operational Procedure provides further guidance in relation to the handling of NHS Complaints within the Partnership. Responsibilities 2.1 Under the Patients Rights (Scotland) Act the Health Board Nurse Director (Rosslyn Crocket) is designated as the Complaints and Feedback Manager for the Health Board and all its operational units. With the Quality Policy Development Group the Nurse Director ensures that NHGSS&C has a clear framework to learn from complaints, to systematically seek patient feedback and to act on that feedback. For all services managed by Renfrewshire Community Health Partnership, the CHP Director (David Leese) is the Partnership s Complaints and Feedback Officer. He is supported in this role by the Head of Administration (Jean Still). In the event of issues of interpretation relating to this Operating Procedure she should be consulted. The Snr Business Support Officer (Anne Irvine) should be the initial point of contact for dealing with routine questions arising from the Complaints Policy and operation of this Procedure. Any person advising on the Complaints Policy and operation of this Procedure must be competent to make reasoned judgements as to the difference between Feedback, Comments, Concerns and Complaint so that they are handled appropriately. As host for NHSGG&C wide Podiatry services, Renfrewshire CHP also has responsibility for any complaints received in relation to that service. 3. Overview of the NHS Complaints Procedure 3.1 Any person who has had or is receiving NHS care or treatment, or who is likely to be affected by a decision taken by our organisation (or someone acting with their approval) may complain through the NHS Complaints Procedure. Reference should be made to the Complaints Policy for detailed explanation of the stages of a complaint which in summary may be:- 3

5 Informal Resolution: Appropriate for straightforward complaints, which can easily be resolved because they require little or no investigation. These are handled by those individuals directly involved in delivering services to patients. This may be clinical staff or support services staff such as Receptionists, Health Records staff, or Domestic Services staff. Formal complaint. This is appropriate where the matter of concern is complex and requires investigation. So that there is clarity about the terms of a formal complaint we will ask that this be put in writing and we should assist complainants in doing this if asked. We should provide prompt investigation and resolution of a complaint at local level (i.e. from the Partnership Director), normally within 20 working days of receipt of the complaint. Ombudsman Review where the person making the complaint remains dissatisfied with the outcome of our local formal complaints process, or has not received an outcome within the prescribed timeframe, they may ask the Scottish Public Services Ombudsman to review the handling of their complaint. 3.2 The Scottish Government guidance recognises that patients or their representatives often raise issues without wishing to make a formal complaint, and indicates that these views should be seen as an opportunity to improve local services. Local arrangements should include procedures for ensuring that information gained from patient feedback, including complaints, improves service quality. 3.3 Staff should respond positively and appropriately in these circumstances. Where this fails to resolve the matter, the patient should be advised how to take the matter forward as a formal complaint. Process (a) Informal Complaints 4.1 Increasingly the emphasis in dealing with complaints from patients 4 is by addressing dissatisfaction by providing a quick, fair and considered response. Patients often raise issues about which they are unhappy, without wishing to make a formal complaint. Matters such as these may be raised face to face or by telephone with any member of staff, preferably someone close to the source of the problem. Staff should respond positively and appropriately and every effort should be made to achieve informal front-line resolution of the matter at this stage. Paragraph 3.1 refers. 4 The term patient in this document is used to mean patients or any other person acting on their behalf and with consent. 4

6 4.2 We should aim to learn from all expressions of dissatisfaction, and where a matter has been resolved amicably at front-line level it should still be recorded and the outcome reported to the Snr Business Support Officer. A simple form to allow for this is attached in Annex A and also available on StaffNet at the link below (RCHP Annex A). es/nhscomplaints.aspx 4.3 If the member of staff cannot resolve the matter, and the patient wishes to take the matter further, the staff member should pass the matter to a more senior member of staff who may be able to resolve the situation, or offer the patient the opportunity of discussing the matter with someone not directly involved in their care or the situation that has caused concern. 4.4 If a matter has been raised verbally, it is preferable to provide a verbal response, unless the patient has requested a written response, or the member of staff considers a letter is appropriate i.e. it will help to describe the resolution achieved. (b) Formal Complaints 5.1 If the complaint cannot be resolved in this way (i.e. through points 4.1 or 4.3 above), or if the patient does not wish to have the matter dealt with in this way, they should be advised how to raise a formal complaint and be given the NHS Greater Glasgow & Clyde NHS Our Complaints Procedure information leaflet. 5.2 Patients should be made aware that the Patient Support and Advice Service is available to provide advice and information on the complaints process and to assist them in pursuing a complaint. They can be contacted by telephone on telephone or via any Citizens Advice Bureau. Information on any local Advocacy Services available should also be provided. 5.3 Where a communication is received in writing and the recipient believes that there may be scope for dealing with the matter informally through frontline resolution as above, or where there is a lack of clarity as to how the patient would wish the matter dealt with, clarity should be sought promptly from the patient as to their intentions i.e. within 3 working days. 5.4 All complaints must be acknowledged within 3 working days by the Senior Business Officer. Ensure that all the information described in the Complaints Guidance is included in the acknowledgement letter. 5.5 Complaints received locally within Renfrewshire Community Health Partnership should be copied immediately to Snr Business Support Officer who will advise the Head of Administration. The Snr Business Support Officer will log the complaint on Datix and provide a folder to be completed by the investigating officer as the investigation progresses. All subsequent 5

7 management of the complaint will also be recorded as part of the Datix file. In all cases it is preferable to scan documents to allow them to be ed to relevant personnel rather than sent via internal mail. In sending regard must be had to the Board s Policy on communication of patient identifiable and sensitive information. 5.6 Complaints received in the Clinical Governance Support Unit's Complaints Office direct from a complainant are to be passed to the Head of Administration (Jean Still) or the Snr Business Support Officer (Anne Irvine) who will ensure that the complaint is logged and forwarded to the relevant Head of Service. 5.7 Heads of Service are responsible for allocating a senior officer to investigate complaints received. The person charged with the investigation should not be the subject of the complaint. 5.8 The appropriate investigating officer will arrange for the complaint to be investigated and for a written report on the findings of the investigation to be submitted with a draft response to the Head of Service who will review the report and response before submitting them to the Director for signature. This should be submitted to the Director within 15 working days of receipt of the complaint. It is recognised that this timescale is challenging but overall performance in responding to complaints Board-wide is monitored and we must ensure that there is opportunity to review any proposed response and still issue it within 20 working days. 5.9 Where the complainant is not the patient, consent will be obtained by the Partnership from the patient or the patient s representative (if that is possible) by the Snr Business Support Officer Where possible, the patient/complainant should be actively and positively engaged in the process from the outset. Clarity should be sought where appropriate on the grounds of complaint and expected or desired outcome. Unrealistic expectations must be managed appropriately Complaints should be responded to within 20 working days. Where it appears this will not be met, the Head of Administration should advise the patient/complainant accordingly in writing, along with the reasons for the delay and an expected completion date. The patient/representative will be advised that if they do not accept the reasons for the requested extension, the Ombudsman may be willing to review the case. (NB. The timescale should not normally be extended beyond a further 20 days. See paragraph 5.12). Where any further timescales given will not be met, the patient should be kept advised as above. The Director will be advised of all cases where the 20 day timescale has been breached. The Snr Business Support Officer will upload copies of all holding letters to Datix. 6

8 5.12 Where the timescale for responding is expected to extend beyond 40 days (in total), there must be a review at Director level before the 40 th day of the handling of the complaint to date to ensure that any delay is for good reason. Following this review, full explanation (including reasons and progress to date) will be provided by the investigating officer via a letter which must be issued under the signature of the Director to the patient/representative, and a further extension requested. The patient/representative will be advised that if they do not accept the reasons for the requested extension, the Ombudsman may be willing to review the case Following thorough investigation of the complaint, the Investigating Officer will prepare a response. The response should: be open and honest explain the nature of the investigation undertaken address all the issues raised offer an apology in appropriate circumstances Identify the actions taken to prevent a recurrence, where appropriate. Invite the patient to make further contact if they remain unhappy (where this is seen as appropriate). Advise the patient/representative of their right to approach the Scottish Public Services Ombudsman should they wish to pursue the complaint further through his office. (The letter must include contact details for SPSO and a copy of the SPSO leaflet What to do if you have a complaint about the NHS in Scotland.) The complainant should be advised that the Ombudsman is not normally able to investigate matters where the issue raised is over 12 months old Draft written responses should be submitted to the Director for signature and should always be accompanied with the completed investigation folder from the relevant Head of Service and the findings from that investigation specifically stating if the complaint is upheld, partially upheld or not upheld and identifying any learning points from the investigation of the complaint and contain recommendations on the further actions required to address these. Where there are none this must be specifically stated. Where recommendations are made the Director should ensure that the investigation report states how these will be taken forward and by whom The response will be signed by the Director of the Partnership, or exceptionally, when this is not possible, a Head of Service who reports directly to the Director and who has delegated responsibility to fulfil this function in their absence. A check should also be made that the Datix Complaints entry is fully completed and accurate If a complainant comes back to the Partnership with further or unresolved issues this must be drawn to the attention of the Director to decide what 7

9 further action should be taken. If new issues are raised these will normally be processed as a new complaint. Receipt of a letter or other communication will be acknowledged within 3 working days The Director will consider whether there is further action that can be taken in relation to any on-going concerns. Action might include:- Providing further information or explanation. Making the offer of a meeting with the complainant (date to be agreed within 20 working days) Where a meeting is held, the person chairing the meeting with the complainer will ensure that :- Specific actions and timescales for achieving those actions are set A summary note of what has been agreed is issued to the complainant within 10 working days Progress on the management of further actions will be monitored by a senior officer to ensure timescales are met. Regular written updates will be provided to the complainant and will be copied to the relevant head of service or Director who will intervene if matters are not progressing satisfactorily If the Director considers that all action that can be taken has already been taken, the complainant should be advised of this and of their right to take their complaint to the Scottish Public Services Ombudsman. (Contact details for the Ombudsman's Office will be provided with a copy of the Ombudsman's leaflet as above). The complainant should be advised that the Ombudsman is not normally able to investigate matters where the issue raised is over 12 months old. Complaints Involving Multiple Services or Agencies 6.1 Where a complaint concerns another Partnership, or the Acute Services Division as well as Renfrewshire Community Health Partnership, the Investigating Officer will liaise with the relevant Complaints Officers/Managers in those other areas and agree how to proceed. Normally, it is anticipated that each Partnership/Division will investigate the matters relating to its services but the Director, or other appropriate officer, of the Partnership/Division to which the main aspects of the complaint relates, will sign off on a combined response. In the case of GP complaints which also impinge on Renfrewshire Community Health Partnership s Services the normal arrangement would be for separate responses to be provided. 8

10 6.2 Where a complaint covers health and social care services the Partnership and local authority social work department (normally through liaison with the relevant Head of Service) will agree if a joint response is appropriate and if so, how the matter will proceed. The relevant Head of Service will agree with the Director the procedure to be followed in such cases over signature of the response. Monitoring & Learning from Complaints 7.1 The nature and causes of complaints and performance against complaints procedure targets will be monitored and reviewed on a quarterly basis, by Renfrewshire Community Health Partnership Internal Complaints Review Group and through the CHP Clinical Governance Group. 7.2 Implementation of actions arising from complaints is the responsibility of the relevant Head of Service. Recommendations, service improvements or remedial actions will be reviewed and monitored through the Partnership s Clinical Governance arrangements. 7.3 Performance in responding to complaints, outcomes, lessons learned and actions taken, are subject to quarterly reporting to the Health Board, to the Information Services Division (ISD), and to the NHS Greater Glasgow & Clyde Partnerships Clinical Governance Forum. The Partnership will ensure that all formal complaints are logged immediately on Datix and that each record is kept up to date, accurate and complete to allow central compilation of these reports by the Health Board or the Clinical Governance Support Unit. Correspondence from the Ombudsman's Office 8.1 Normally, the Scottish Public Services Ombudsman will initiate correspondence on a complaint via the Health Board. The Health Board will ask the Partnership to establish direct communication with the Ombudsman s office on such cases. Direct communication should be maintained by the Partnership; however, the Ombudsman will communicate further with the Chief Executive of the Health Board in respect of the following: Letters intimating that an investigation is to be undertaken or is not to be undertaken The submission of a draft report The submission of the Ombudsman s Final Report 8.2 Correspondence relating to the Partnership from the Ombudsman s office will be coordinated through the Head of Administration. If any service receives a communication direct from the Ombudsman s Office relating to a complaint, it should be passed to the Head of Administration without delay. 9

11 8.3 The Head of Administration will liaise with the Partnership Director, relevant Heads of Service and the Clinical Governance Support Unit as appropriate on the response to Ombudsman enquiries and formal investigations. 8.4 Implementation of recommendations and actions arising from the Ombudsman s consideration of a complaint is the responsibility of the relevant Head of Service. These will be reviewed and monitored through the Partnership s Clinical Governance arrangements. 8.5 The Partnership will liaise with the Clinical Governance Support Unit to provide assurance that the recommendations and actions have been implemented and to enable preparation of reports to the Health Board s Quality and Performance Committee. Engagement with Staff 9.1 The relevant Head of Service will ensure that staff involved in a complaint are kept fully advised of the situation at all points in the complaints process including when a complaint has progressed to the Ombudsman. Staff will be fully debriefed following the conclusion of the complaint. Legal Action 10.1 Where legal action has been instigated, or where a clear intention to pursue legal action is articulated in a complaint the Complaints Procedure will be suspended in respect of those elements of the complaint that are to be the subject of legal proceedings. The Director will advise the complainant of such a decision in writing Where the terms of a complaint indicate a possible prima facie case of negligence, the Litigation and Risks Manager must be advised immediately and will notify the Central Legal Office of the Claim. The Head of Administration (Glasgow City CHP) will issue instructions on the settlement or defence of legal claims. Disciplinary Action 11.1 Where a complaint following initial investigation reveals grounds for disciplinary action, the complaints procedure must cease in relation to any matter which is to be the subject of formal disciplinary action The Director will advise the complainant in writing that a disciplinary investigation is underway on receipt of advice to this effect from the relevant Head of Service. Issues not affected by the disciplinary investigation will continue to be taken forward as part of the complaints process Where there is doubt as to what constitutes disciplinary action or what elements of a complaint may continue to be investigated then the Head of Human Resources for the Partnership must be consulted for their advice. 10

12 11.4 The Director will write to the complainant following the disciplinary process if the complainant wishes to be informed of the outcome. 11

13 KEY CONTACT DETAILS RENFREWSHIRE CHP Director (Designated Complaints and Feedback Officer) David Leese Renfrewshire Community Health Partnership Renfrewshire House Cotton Street Paisley PA1 1AL Telephone: Fax: Head of Administration Mrs Jean Still Renfrewshire Community Health Partnership Renfrewshire House Cotton Street Paisley PA1 1AL Telephone: Fax: Snr Business Support Officer Mrs Anne Irvine Renfrewshire Community Health Partnership Renfrewshire House Cotton Street Paisley PA1 1AL Telephone: Fax:

14 Contact Details for Clinical Governance Support Unit Complaints Office: Complaints Office J B Russell House Gartnavel Royal Hospital 1055 Great Western Rd Glasgow G12 0XH Telephone: Fax: Contact details for Head of Administration, Glasgow City CHP John Dearden Head of Administration Glasgow City CHP William Street Clinic William Street Glasgow G3 8UR Telephone: Fax: Contact Details for Litigation & Risks Manager Margaret Ann MacLachlan Litigation & Risks Manager Glasgow City CHP William Street Clinic William Street Glasgow G3 8UR Telephone: Fax:

15 Contact details for Scottish Public Services Ombudsman's Office Scottish Public Services Ombudsman 4 Melville Street Freepost EH641 Edinburgh EH3 0BR Telephone: Text; Fax;

16 RECORD OF FEEDBACK, COMMENT, CONCERN, COMPLAINT (Please tick appropriate box) Date Received ANNEX A Received by Department Hospital/Health Centre Telephone No. RECEIVED FROM Name Address Post Code Telephone No. RELATIONSHIP ON BEHALF OF Patient Advocate Relative Other Carer Other - Specify Name Address Post Code Date of Birth CHI FEEDBACK, COMMENT, CONCERN, COMPLAINT RAISED Please use second sheet if required 15

17 ACTION TAKEN If complaint, please complete section below RESOLVED INFORMAL COMPLAINT DATE RESOLVED NOT RESOLVED TREAT AS FORMAL COMPLAINT SIGNATURE TO and OR 16

18 ANNEX B RECORDING FEEDBACK, COMMENTS OR CONCERNS 1. Except in cases where some structured feedback or audit of services is being undertaken, feedback, comments or concerns as described in this Operating Procure should where possible be captured. This includes positive as well as negative comments. 2. In the case of positive feedback or comments, the Director, Heads of Service and service managers should acknowledge this to their staff and consider posting anonymised details on the Facing the Future Together Site. 3. It is good practice to ensure that copies of Annex A are readily available either in electronic form or paper form so that staff can complete these in response to feedback, comments or concerns raised. Template copies will be posted to staff net. 4. Where a Feedback, Comment or Concern form has been completed and any appropriate action taken in response, a copy should be ed to the Snr Business Support Officer who will record on Datix. In the Current Stage field select INF for informal on the front input screen. Also select Feedback, Comment, Concern, or Appreciation in the Type field as appropriate. Do not select Informal under this field. 5. Feedback, comments or concerns which are input on Datix should clearly be distinguished from formal complaints by adding to the front of the local reference sequence F for feedback, comments, concerns that fall short of a formal complaint, or expressions of appreciation. It is most important that we do identify these separately from Formal Complaints. 6. Complete such other aspects of Datix input screen as you are able to do in the same way you would for formal complaints, but issues such as acknowledgement timescales and response times will not apply. 7. Endeavour to complete the ISD page relating to Service Improvement/Long Term Plan to record any learning that may be shared with other services. 8. An example of the input screen is attached. 9. Please note that the Type field is being amended to reflect the options described in paragraph 4 above. 17

19 18

20 FORMAL COMPLAINTS FLOWCHART Appendix 1 Complaints received via Public Affairs: Timescale will be different from below and will be advised. COMPLAINT RECEIVED * SEE PROCEDURE APPENDIX 1A Consider whether matter could be dealt with informally and clarify with complainant Snr Business Support Officer to log on Datix System Acknowledge receipt in writing within 3 working days Copy to Head of Administration INVESTIGATION Investigation File passed to relevant Head of Service No Is consent required? Yes Obtain Consent/ Power of Attorney Head of Service to appoint Investigating Officer Yes Relevant staff interviewed and written statements obtained Investigation File to accompany draft / final letter Investigating Officer must ensure all points raised are covered. Ensure honest and objective response including an explanation, apology where appropriate, and what is being done to avoid a repeat. Investigating Officer to draft Response, in letter format, to Head of Service for comment / approval within 12 working days Investigating Officer to amend response in light of comments received 13 working days Consent/PoA received? No Consider if there are issues which can be addressed without patient consent Head of Administration to be advised draft response submitted At 15 days advise Head of Administration if Holding Letter requires to be issued Final check / approval to Head of Service 14 working days Signature CHP Director or Nominee 15 Working days CONSIDER POSSIBILITY OF MEETING WITH COMPLAINANT AT ANY TIME DURING PROCESS Ensure appropriate staff have copy of response / are fully debriefed. Ensure agreed actions are implemented Complete Investigation Folder Returned to Head of Administration System Updated / Complaint Closed if Complainant satisfied 19 If Complainant remains dissatisfied see Appendix 2

21 PROCEDURE Appendix 1a COMPLAINT RECEIVED RCHP Management Office COMPLAINT RECEIVED All Other Areas Telephone Anne Irvine Snr Business Support Officer Scan and to or fax to For the attention of Anne Irvine Pass to Anne Irvine Snr Business Support Officer Complaint logged by AI File created Passed to Head of Service Original letter to Jean Still Head of Administration Renfrewshire CHP Management Office Renfrewshire House Cotton Street Paisley PA1 1AL Advising copy already sent to Anne Irvine 20

22 COMPLAINANT NOT SATISFIED Appendix 2 Has Complainant clarified reasons / grounds for dissatisfaction? No Yes Seek Clarification Can further action be taken to resolve matters? No Yes Advise Complainant accordingly and of right to approach Scottish Public Services Ombudsman (SPSO) Take further action and respond again to complainant advising of right to proceed to Scottish Public Services Ombudsman if still dissatisfied Complaint concluded System Updated Ensure appropriate staff have copy of response / are fully debriefed. Ensure agreed actions are implemented. 21

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