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

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

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

Transcription

1 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 and Customer Services Manager DATE ISSUED June 2015 REVIEW DATE June 2015 DUE FOR REVIEW: July 2016 RATIFIED BY Clinical Policy Review Group Bournemouth and Christchurch Locality DMG Poole and East Dorset Locality DMG Date Ratified 15 th June 2015 May 2015 May 2015 Dorset Locality DMG May 2015 TARGET AUDIENCE / DISSEMINATED TO VERSION CONTROL Trust Wide Version 1 Added to intranet by: Directorate: Mark Dobbs Corporate Office Date Added: 16/06/15 IN-007 Version 1 June

2 CONTENTS Section Page PART ONE 1.0 Introduction About the Guidance Raising concerns and complaints Patient and Carer Complaints Process 5 1 Thinking about making a complaint 6 2 Making a complaint 7 3 Keeping up to date 9 4 Outcome of complaints 11 5 Learning from complaints 13 PART TWO Useful definitions Roles and responsibilities Compliments Persistent Complainants Litigation Independent Review References Associated Documentation 23 IN-007 Version 1 June

3 1.0 INTRODUCTION 1.1 Good quality complaints handling is vital to ensuring continuous improvement in the quality and safety of care we provide. It is therefore essential that we listen to what patients, carers and families tell us about our services, particularly when they feel they have had a poor experience, or when things have gone wrong. 1.2 It is essential as care providers that we recognise the humanity and individuality of the people raising concerns or complaints and respond to them with sensitivity, compassion and professionalism. 1.3 The Trust is committed to improving peoples experiences by identifying mistakes, putting them right quickly, apologising, promoting a culture of openness and actively encouraging feedback and sharing of learning. This reflects the requirements of the Local Authority Social Services and National Health Service Complaints (England) Regulations All complaints are taken seriously and resolved, whenever possible, at a local level by front-line staff and managers. Greater emphasis is placed on the swift resolution of straightforward complaints at source and every member of staff is responsible for supporting people who wish to give feedback or raise concerns about the services they receive. 1.5 This guidance replaces the Customer Care (Compliments and Complaints) Policy IN ABOUT THE GUIDANCE 2.1 The purpose of this guidance is to provide clear and meaningful standards to help identify, acknowledge, investigate, understand and resolve complaints. This will be achieved by listening to complainants, meeting their needs, and ensuring that high quality care is delivered within a safe environment. 2.2 The importance of positive engagement and communication with complainants throughout the complaints handling process cannot be over-emphasised. 2.3 How should the guidance be used? All Trust staff should follow the approaches outlined when handling written or verbal complaints or any complaint received via another organisation which mentions or relates to Dorset HealthCare (DHC) This guidance can be read as a whole; however each section stands alone and can be referred to individually depending on what stage of the complaints handling process you are at. IN-007 Version 1 June

4 We will listen to you and try to put things right We will make it easy for you to make a complaint 3.0 Raising Concerns and Complaints We will keep you updated on our progress We will respond in a time agreed with you We will let you know what changes we have made 1 Thinking about making a complaint 2 Making a complaint 3 Keeping you up to date 4 Outcome of your complaint 5 Learning from your complaint You have a right to tell us if you are unhappy with your care/treatment. You can ask to speak with the frontline staff to discuss your concerns. We will listen to you and try to resolve these for you quickly. If you remain unhappy, we will give you information on how you can make a complaint e.g. leaflet, website, posters You can speak to any member of Trust staff. We will advise you how to make your complaint. You can talk to us, write to us or s us. We will take your complaint seriously. Making a complaint will not affect how you are treated We will let you know about support available to help you make a complaint. We will talk to you about your complaint. We will try to resolve your complaint as quickly as possible. We will agree with you a time by when we will respond. We will keep you updated on our progress. We will let you know the outcome of your complaint in the agreed timescale We will address each of your concerns. We will explain things clearly and be open and honest with you. If you remain unhappy, you can talk to us again. We will ask you about your experience of making your complaint. We will let you know what changes we have/will make to put things right. We will update you on our progress from any changes resulting from your complaint. We will let you know how your complaint helped to improve our services. We will share learning from complaints with our staff and involve them in making changes to practice. *Where you have met with the complainant and wish to respond directly in the first instance, please discuss with Customer Services.

5 4.0 Patient and Carer Complaints Process (verbal and written complaints) If you receive a complaint directly into your service/ward/team If you receive a complaint in Customer Services / CEO Determine seriousness of complaint Complaint is deemed serious if relates to one of the following: safeguarding, possible litigation, damage to Trust reputation, breach of confidentiality, serious allegation against a staff member, reopened complaint. If unsure of seriousness seek advice from Customer Services. If serious bring to the immediate attention of the Locality Manager/Line Manager/Unit Manager/Locality Director. All serious complaints will need to be signed off by the CEO via Customer Services. Try to resolve the complaint within 3 working days or sooner Manager of service/ward/team phones complainant to acknowledge receipt of complaint Discuss concerns Try to resolve If unable to contact complainant by phone, acknowledgment must be done in writing (within 3 working days of receipt) Complaint resolved on phone / face to face (within 3 working days of receipt) Make a note on progress notes/patient record if clinically relevant. Manager writes letter outlining discussion and any action agreed. Letter sent to complainant and copy of letter forwarded to Customer Services. Customer Services to send out brief follow up letter from CEO and update customer services database. Ward/Team Complaint not resolved within 3 working days. Agree suitable timescales for completion with complainant (within 14 working days). >14 working days notify Director/CEO via Customer Services Investigate complaint. Draft the response letter. Manager arranges for letter to be approved by Service Manager/Matron/Locality Manager. Sends approved letter to complainant and copy of letter and Complaints Review Form forwarded to Customer Services. CEO Complaint not resolved within 3 working days. Agree suitable timescales for completion with complainant (within 14 working days). >14 working days agree with Director /CEO via Customer Services Investigate complaint. Draft the response letter. Manager arranges for letter to be approved by Service Manager/Matron/Locality Manager/Director* Sends approved letter and Complaints Review form to Customer Services. Customer Services: Customer Services to send out brief follow up letter from CEO Updates Customer Services Database. Reviews progress on lessons learnt with teams. Shares learning with staff and complainants. Customer Services: Reviews response and queries (where appropriate). Arranges sign off by CEO. Sends out complaint response and copies to team. Updates Customer Services Database. Reviews progress on lessons learnt with teams. Shares learning with staff and complainants. *Where you have met with the complainant and wish to respond directly in the first instance, please discuss with Customer Services.

6 1 - THINKING ABOUT MAKING A COMPLAINT SUPPORT TOOLS Trust intranet / website Dorset Advocacy leaflet SEAP (Support Empower Advocate Promote) Leaflet Have your say leaflet How to give feedback poster available on the Trust Website There are many ways in which people can raise their comments, concerns or complaints with us. If someone wants to make a complaint it s a good idea for them to tell us about: What happened Who was involved When Where Why they weren t / aren t happy Staff should encourage patients, carers and relatives to tell us what they would like us to do to put things right. This could be an apology or preventing the same mistake from happening again. IN-007 Version 1 June

7 Complaints Handling and Investigator Toolkit Template acknowledgement letter Template consent form and consent letter Complaints Review (lessons learnt form) Risk assessment examples 2 - MAKING A COMPLAINT SUPPORT TOOLS Trust intranet Advocacy leaflet Have your say leaflet ICAS Leaflet Time limits on complaints Complaints should be made within 12 months of the incident or of becoming aware of the incident that give rise to the complaint. Where the complaint is made after the 12 month time limit, discretion may be used by the CEO to accept the complaint where it is considered to be sufficiently serious or where there were reasonable grounds for the delay and it is still possible to investigate fairly and effectively despite the delay. Support for complainants Complainants will be offered independent support when making a complaint through the Independent Complaints Advocacy Service. Advocacy leaflets are accessible on the Trust s intranet site and on displayed throughout the Trust. Complainants will be given support to overcome any communication or other difficulties to enable them to make a complaint e.g. provision of interpreters. Further information can be found in the Policy for Interpreting and Translation Services. Consent When a complaint is made on behalf of a patient it will usually be necessary to obtain the patient s written consent before a response can be made and this should be obtained where capacity is not in question. Where the service user who has died or who does not have capacity to give consent, the representative must be a relative or other person who had or has sufficient interest in the welfare of the service user and is a suitable person to act as a representative including any person with enduring power of attorney. Where the person is not a suitable representative they will be written to outlining the limitations of the information that can be shared. In the case of a child, the representative must be a parent, guardian or other adult who has care of the child. Where the child is in the care of a local authority (LA) or voluntary organisation (VO) the representative must be a person authorised by the LA or VO. Where more than one organisation (health or social care) is involved in a complaint, the Trust will ensure consent is obtained from the complainant prior to involving the organisation. Mental Health Act 1983 as Amended 2007 Complaints relating to the provision of care and treatment, prior to, during and after the period of detention, should be investigated in with this guidance. Complaints relating to the appropriateness of detention under the Mental Health Act 1983, i.e. service users expressing disagreement with their detention and wish to be released from Section should be asked to apply for a Mental Health Act Hospital Manager s Review or Mental Health Act Tribunal. IN-007 Version 1 June

8 Complaints at source Wherever possible straightforward complaints should be dealt with by staff at source and this can usually be done by the person to whom the complaint is directed. Dealing with issues effectively and as early as possible can often prevent them escalating into more serious complaints. Determine seriousness of complaint Complaint is deemed serious if relates to one of the following: safeguarding, possible litigation, damage to Trust reputation, breach of confidentiality, serious allegation against staff member in complaint, reopened complaint. If unsure of seriousness seek advice from Customer Services. If serious bring to the immediate attention of the Locality Manager/Locality Director. All serious complaints will need to be signed off by the CEO via Customer Services. Where a complainant alleges serious misconduct or criminal offence including physical / sexual abuse this will be a formal complaint. It must immediately be reported as an incident, bought to the attention of the relevant Service Manager (who should inform the appropriate Locality Director) and investigated in accordance with the Trusts Adult Protection Policy and Procedures. Try to resolve the complaint within 3 working days or sooner Manager of service/ward/team speaks with complainant to acknowledge receipt of complaint Discuss concerns o Maintain good communication with the complainant o Provide appropriate information Try to resolve If unable to contact complainant by phone, acknowledgment must be done in writing (within 3 working days of receipt) Complaint resolved on phone / face to face (within 3 working days of receipt) Make a note on progress notes/patient record if clinically relevant. o e.g. patient complained about the appointment with X and asked for a second opinion Manager writes letter outlining discussion and any action agreed o Remember to save all complaint correspondence. o Set up a complaints shared drive for your team and save individual complaints correspondence under separate folders Send letter to patient and forward copy of this letter to Customer Services. Customer Services to send out brief follow up letter from CEO and update customer services database within 2 weeks of response. Once the complaint has been completed it is important that the Complaints Review (Lessons Learnt) Form is completed and shared with staff in team meetings. This is to ensure everyone has an opportunity to reflect on what has been done well and what needs to be improved. Where the complaint is not resolved within 3 working days the service/ward manager (for locally received complaints) and the Customer Services Co-ordinator (for CEO complaints) IN-007 Version 1 June

9 will identify an Investigating Officer who will contact the complainant by phone or in writing (if appropriate) to agree a suitable timescale for the investigation to be completed and if necessary clarify the concerns. 3 - KEEPING UP TO DATE Complaints Handling and Investigator Toolkit Principles of investigation Interviewing skills The writing up of statements and reports SUPPORT TOOLS Trust intranet Advocacy leaflets Have your say leaflet Ward/Unit Complaint not resolved within 3 working days. Agree suitable timescales for completion with complainant (within 14 working days). >14 working days notify Director/CEO via Customer Services Investigate complaint. CEO Complaint not resolved within 3 working days. Agree suitable timescales for completion with complainant (within 14 working days). >14 working days agree with Director /CEO via Customer Services Investigate complaint. In order to ensure we respond fully to the concerns raised it is important for those investigating the complaint to speak with or meet the complainant. This will enable the complainant to discuss their concerns and for us to provide reassurance that we are taking their complaint seriously. The Investigating Officer must ensure: Identification of individuals to be interviewed / contacted with regards to the complaint. Phone or face to face interviews with staff members need to be conducted according to the severity of the complaint. All interviews must be conducted with sensitivity. Contact external agencies involved with the complaint and offer them the chance to provide a full statement to allow a full response to the complaint. For complex or serious complaints, staff being interviewed should also provide a signed written statement outlining their response and knowledge of the complaint matter. The Investigating Officer can use their judgement as to whether signed statements are required. Investigations outside of the complaints procedure The complaints procedure is concerned only with resolving complaints and not with investigating disciplinary matters. Investigation of the complaint will continue, but being mindful that this does not compromise or prejudice the concurrent investigation. If disciplinary action is decided to be taken before a complaint investigation has been completed, the complainant should be told of the expected timeframe of the other investigative process and kept informed throughout. When that process is complete, a IN-007 Version 1 June

10 response should be sent to the complainant outlining the outcome and any actions to be taken, being mindful of service users and staff confidentiality at all times. Support The Trust acknowledges that being involved in a complaint can be a stressful experience for Service Users, Carers, Members of the Public and Staff. The member of staff s Line Manager is responsible for ensuring that support is given at the time of the event or at a later date if it becomes apparent that additional support is required. Whilst an investigation is undertaken the appropriate support will be provided to staff and a personal support plan will be developed with referral to Occupational Health and/or Staff Support Services where appropriate. Any member of staff experiencing difficulties can be referred to the Trust s Confidential Staff Counselling Service. Please see the Managing Workplace Stress Policy for further information. The Customer Services Team can be contacted by complainants for information and support. Further advice and support can also be sought by complainants from Dorset Advocacy or SEAP. Leaflets are available on the Trust Intranet or directly via the Customer Services Team. IN-007 Version 1 June

11 4 - OUTCOME OF COMPLAINT SUPPORT TOOLS Complaints Handling and Investigator Toolkit Guidance on complaint responses Final response letter template Guidance on complaint responses Trust website/intranet - complaint overview with examples of completed Complaint Review Forms Advocacy Leaflets (Dorset Advocacy and SEAP) Ward/Unit Complaint not resolved within 3 working days. Draft the response letter. Manager arranges for letter to be approved by Service Manager/Matron/Locality Manager. Sends approved letter to complainant and copy of letter and complaints review form forwarded to Customer Services. CEO Complaint not resolved within 3 working days. Draft the response letter. Manager arranges for letter to be approved by Service Manager/Matron/Locality Manager/Director *. Sends approved letter and complaint form to Customer Services. *Where you have met with the complainant and wish to respond directly in the first instance, please discuss with Customer Services. Following investigation into the complaint the investigating officer will draft a response for agreement by all relevant staff and other agencies involved in the complaint. The written response will: Be clear, accurate, balanced, simple, fair and easy to understand. Summarise the investigations findings providing clarity and explanation where required. Acknowledge the complainants experience. Include a response to all the points raised in the original complaint. Avoid technical terms but where they are used that these are explained in full. Include an outcome, or explanation of actions being taken in the service and give assurances that lessons have been learnt. Be marked private and confidential and sent using first class post. Be copied to the relevant Locality Director (for Chief Executive letters only), Service Managers / Locality Managers and any person mentioned in the original complaint to ensure any actions identified as a result of the complaint are taken forward as soon as possible. Ward/unit complaints not resolved within 3 working days. Customer Services: Customer Services to send out brief follow up letter from CEO Updates Customer Services Database. Reviews progress on lessons learnt with teams. Shares learning with staff and complainants. CEO complaints not resolved within 3 working days. Customer Services: Reviews response and queries (where appropriate). Arranges sign off by CEO Sends out complaint response and copies to team. Updates Customer Services Database. Reviews progress on lessons learnt with teams. Complaint letters or responses should not be filed in the service user s integrated health and social care (clinical) record (paper or electronic). IN-007 Version 1 June

12 Service Users too unwell to receive a response If the Consultant or Care Co-ordinator / Key Worker responsible for the service user s care feels the service user is too unwell to receive a response to a complaint made by them or on their behalf, the following should be undertaken: Discussion with the clinical team and decisions noted in the service user s integrated health and social care (clinical) record (paper or electronic). Clinical team should appoint an advocate and offer support to them if necessary. The Chair of the Mental Health Act Managers Committee and Mental Health Act Managers must also be informed by the relevant Service Manager or Customer Services Coordinator for complaints addressed to the Chief Executive. Consultant Psychiatrist or Care Coordinator / Key Worker should immediately notify the Service Manager or Customer Services for complaints addressed to Chief Executive stating the reasons for this decision, and advise if an advocate has been appointed. A response to the complaint should be drafted and signed by the Service Manager for all local complaints or the Chief Executive for all CEO complaints. Where an advocate has been appointed the response will be sent to them on the service users behalf. Where there is no advocate the Service Manager or Customer Services will send the written response to the service users Consultant/ practitioner in charge of the service users care, to give it to the service user at a time when they feel the service user is well enough to receive the response. The Service Manager or Customer Services Coordinator for Chief Executive complaints will write to the service user advising that this has been done. Consultant will make a progress note confirming the reasons why it is considered clinically inappropriate / detrimental at that time to pass the response to the service user (copy of this to be sent to Customer Services Coordinator). The response will be passed to the service user at a later date when appropriate. IN-007 Version 1 June

13 5 - LEARNING FROM COMPLAINTS SUPPORT TOOLS Complaints Handling and Investigator Toolkit Complaints Review (Lessons Learnt) Form - template Trust website - complaint overview with examples of learning from complaints It is vital that the Trust looks for the underlying causes of all complaints and learns from them in order to ensure that they are not repeated. Action Planning Part of the complaint response will include where relevant the actions taken to resolve the complaint, and how the Trust will learn from the complaint to ensure that it does not recur. After the final response has been sent to the complainant it is important for the team to review the complaint and complete the Complaints Review (Lessons Learnt) Form particularly identifying: What we did well, What we didn t do well What we should have done Improvement action taken It is important that this process is discussed at team meetings to ensure shared learning can take place and agreed action for improvement can be agreed. Once the form is completed please return it to Monitoring complaints and compliance All service areas and departments will be required to have systems in place to ensure complaints monitoring and evaluation. You are required to maintain comprehensive records of the complaints received, action taken, any recommendations and improvements as a result of the issues raised. Customer Services will keep an ongoing record of actions/recommendations made and progress towards their implementation. This will be reviewed by Customer Services monthly. Service Managers will be required to provide comprehensive updates on actions taken / lessons learnt to improve services following the resolution of the complaint. Learning from Complaints needs to be active. Any changes made as a result of a complaint need to be incorporated into the way staff work at all levels of the organisation. They should be realistic, sustainable and cost effective. Teams are requested to complete a Complaints Review Lessons Learnt Form found on the intranet. All completed forms should be returned to Complaints involving staff will be sent to Line Managers of staff involved (or the Medical Director in the case of medical staff) to facilitate review and learning via supervision. It is expected that lessons learnt are shared at team meetings to ensure cross learning is disseminated with all staff and to encourage learning from complaints. IN-007 Version 1 June

14 Reporting Monthly quality reports are produced by the Customer Services Team and shared with the Locality Directorate Teams. These include statistical data, trends, causal factor and analysis of complaints. An Annual Complaints Report is presented to the Trust Board on complaints handling and lessons learnt. The Trust (via Customer Services) routinely speaks with complainants and asks them to rate their satisfaction of the management of their complaint on the following scale very good, good or satisfactory. Complainants will then be asked a couple of follow questions to ascertain what areas were good and what areas required improvement. Feedback received from these experiences will be shared with teams to ensure improvements are made where identified. IN-007 Version 1 June

15 PART TWO This section of the guidance to handling complaints provides information on areas of complaints that you may not come across that frequently, but still need to know about. The following areas are covered in Part 2 of this guide: 1.0 Useful definitions 2.0 Roles and Responsibilities 3.0 Joint Complaints 4.0 Compliments 5.0 Persistent Complainants 6.0 Litigation 7.0 Independent Review IN-007 Version 1 June

16 1.0 Useful definitions 1.1 The following definitions relate to terms used frequently throughout this guidance. Definitions are intended as a guide only and the following list is not exhaustive: Complainant - refers to the individual who raises or makes the complaint. Complaint A complaint is an expression of dissatisfaction requiring a response (Citizens Charter Complaints Taskforce). Complaints can be written or verbal. Compliment A verbal or written admiring comment or expression of praise. Investigation Enquiry into the cause for a complaint to establish the facts, events and opinions of involved parties. Root Cause Analysis Consideration of a complaint which focuses on the key reasons for the event / action which caused a complaint, and how this could have been avoided External Agency Organisation other than Dorset HealthCare. Local Resolution The resolving of a verbal complaint locally between the complainant and the party complained about / their manager without requiring a written response from the Chief Executive (see section 5.0 on verbal complaints) Independent Review Consideration / investigation of a complaint about the Trust by an organisation other than the Trust, usually the Parliamentary Health Ombudsmen or Care Quality Commission for complaints about detention under the Mental Health Act. Upheld complaint - If any or all of a complaint is well founded then it should be recorded as "upheld locally." 1 Partly upheld - multi-strand complaint To be used where there are a number of different strands to the complaint and we have upheld some but not all. 1 KO41(a) - Hospital & Community Health Services Complaints: A guide to completing the collection using the Omnibus system - Health & Social Care Information Centre (HSCIC) IN-007 Version 1 June

17 2.0 Roles and responsibilities Role Trust Board Chief Executive Director of Nursing and Quality Medical Director Locality Directors Locality Lead Responsibilities The Trust Board endeavours to be informed and assured of the Complaints Investigation procedure and that the learning and sharing of lessons within the Trust is working effectively. The responsible person under Clause 4 (1) of the Local Authority & National Health Service Complaints (England) Regulations 2009 and is ultimately responsible for ensuring patients views are heard, acted upon and that complaints are dealt with and managed effectively and appropriately. The Director of Quality and Nursing has overall responsibility delegated from the CEO for ensuring effective systems and processes are in place to deal with patient feedback and ensure that feedback is shared and acted upon to continually improve the quality of care provided. Has overall responsibility for ensuring the provision of evidence-based investigations regarding medical complaints via Clinical Directors and Lead Clinicans. Are delegated by the Chief Executive under Clause 4 (2) of the Local Authority & National Health Service Complaints (England) Regulations 2009 as having responsibility for ensuring compliance with the 2009 Complaint Regulations and will be responsible for ensuring all non CEO complaints are dealt with locally by agreed locality arrangements and within the agreed time-frames. For each complaint received the Locality Lead will: ensure the appointment of an Investigating Officer to establish the facts of the case. This will normally be a senior manager such as a Service Manager, Clinician or Team Manager. liaise with Clinical Directors who will provide support to ensure complaints about medical staff are managed and reviewed in a timely fashion. meet with the complainant where direct involvement may help in the investigation and resolution of the complaint. ensure appropriate actions are identified and implemented and provide progress reports as required. Service Manager is responsible for: acknowledging receipt of the complaint within the agreed time frames. liaising with Locality Director following receipt of draft response by the person investigating the complaint. work with staff to ensure lessons learnt and recommended actions identified as a result of the complaint are acted upon providing support to all staff that investigate and respond to complaints and to monitor the quality and effectiveness of the investigation process. IN-007 Version 1 June

18 Role Customer Services Team must: Investigating Officer Responsibilities Deal effectively with complaints on behalf of the Chief Executive and work with managers to achieve this Liaise with service users and carers in the event of concerns and or complaints about their care and with staff involved in the complaint Manage a Trust wide database controlled by the Customer Services Co-ordinator and ensure all complaints (locality and CEO) are recorded Provide reports which will enable the Trust to monitor performance in relation to the handling of complaints, identifying issues for organisational learning and through these identify areas for review of policy / practice Ensure all complaints are managed within the NHS Complaints procedure Ensure wherever possible complaints are resolved at the local resolution stage Involve the complainant from the outset and understand what they are hoping to achieve Ensure that service improvements and lessons arising from complaints are shared with staff Work with relevant staff to ensure lessons learnt and recommended actions are acted upon Produce reports for the Board on the outcome of requests for independent review to the Ombudsman and any recommendations and reports on trends and patterns has delegated responsibility for conducting an investigation into the circumstances of the complaint within the required timescales. Duties include: Involving the complainant from the outset, understanding what their concerns, agreeing timescales and how the complaint is to be handled and establishing the complainants expected outcomes interviewing staff and obtaining copies of statements as necessary reviewing clinical records and any other documentation relevant to the complaint arranging and attending meetings with the complainant where direct involvement will help in the resolution of the complaint work with relevant staff to identify specific and measurable lessons learnt and recommended actions informing the Locality Director and Customer Service Coordinator for Chief Executive complaints of any delay in completing the investigation, stating the reasons and giving a revised completion date on behalf of the Locality Director draft a response and complete the required risk assessment and complaints review form detailing the outcome of the investigation, IN-007 Version 1 June

19 Role Responsibilities specifying whether the complaint has been upheld, partly upheld or not upheld, whether there are lessons to be learned ensuring these are specific and measurable and what actions need to be taken Differing severities of complaints require differing levels of investigation and individuals of varying experience and seniority. For extremely severe complaints a team may be required to investigate in line with the Root Cause Analysis method. Duties of Accountable and Responsible Committee/Group The below Groups duties are as follows: a) Quality Assurance Committee s - role is to ensure that lessons are learnt from complaints and robust action plans are in place. b) Complaints Review Group - role is to review a selection of closed cases on a quarterly basis and identify appropriate actions in response to how the Trust has handled the complaint. Nursing and Quality Directorate The directorate has central responsibility for managing complaints (customer services) which will be monitored via the Risk Management reporting system (Ulysses). Those complaints which are resolved locally and not responded to by the Chief Executive must be reported to the Customer Services Team on a monthly basis, so a comprehensive management report can be complied for the Locality Directorate Meetings. The Directorate s role is also to ensure an effective link between claims handling, complaints management and incident reporting to ensure coordination of these key risk identification tools. Staff All Trust staff have a duty to report any complaints they receive directly to their Line Manager and / or Customer Services Coordinator and be fully open and cooperative with any investigation process. Service users / carers making complaints should not be treated adversely by staff as a result of their making a complaint. It is expected that front line staff will have responsibility for dealing with any complaints made to them in the first place, as most issues can be resolved at a local level. All concerns should be dealt with as quickly as possible. If the individual with concerns states that they wish to receive a written response from the Locality Director or Chief Executive when asked, or if local resolution fails, or if the nature of the issue is sufficiently severe, this must be escalated to the Locality Director or Chief Executive via the Service Manager / Customer Services Coordinator to be investigated and responded to. IN-007 Version 1 June

20 JOINT COMPLAINTS When a complaint is received by one organisation, which also involves a complaint about Social Care or a partner NHS organisation, the receiving organisation will have the responsibility of acknowledging the complaint and will generally take the lead on the investigation. However, the following should be taken into account when determining who will take the lead: which organisation manages integrated teams which organisation has the most serious complaint about it whether a large number of the issues in the complaint relate to one organisation whether the complainant has a preference on which organisation takes the lead the impact of the organisations governance arrangements. Consent The complainant s consent must be sought to share information across services prior to sharing information between organisations and noted appropriately in line with the requirements of the Data Protection Act / Caldicott Principles. A complainant s lack of consent can be overridden where the complaint includes information that needs to be passed on in accordance with Safeguarding Children or Protection of Vulnerable Adults procedures or other service user safety issues. Upon Receipt of a Complaint If the complaint is solely about one service and it has been sent to the wrong service, the receiving organisation will contact the relevant service to inform them. Customer Services will then contact the complainant within 5 working days to explain the situation and to obtain agreement for the complaint to be forwarded to the right service. If consent is given, the complaint will be forwarded to the relevant service to be dealt with. Copies of the complaint and acknowledgement should be sent to the relevant managers / staff in each service by the member of staff acknowledging the complaint. Investigation The lead organisation will have the responsibility for investigating the key stages in line with this guidance. Response The investigating service will forward the draft response to Customer Services before the reply is sent to the complainant, ensuring this has been agreed by the relevant manager. The reply should include information for the complainant advising what they need to do if they wish to pursue the complaint further. This is particularly important if disciplinary action is involved or if there is the potential for legal action being taken. Compliments All compliments/ letters of appreciation received within the Trust must be shared with the staff referred to within them. Should a compliment/ expression of appreciation, (verbally or in writing), be received locally, it is the responsibility of the Service Manager / Ward Manager to provide feedback to their staff and where appropriate write an acknowledgement letter (within one week) to the service user / relative / person who made the compliment. IN-007 Version 1 June

21 All compliments should be recorded on the monthly compliments return and forwarded to the mailbox by the five working day of the following month. This will then be reported within the monthly Quality reports. All compliments received at the Chief Executive Office will be acknowledged by the Customer Services Team within one week and shared with the appropriate Locality Director for dissemination to the appropriate staff involved and recorded locally. Persistent Complainants A persistent complainant is a person who in the opinion of the Chairman and Chief Executive has been unreasonably persistent in the number of: (a) unsubstantiated complaints made against the Trust or (b) attempts made to pursue a complaint when the complaints process under the NHS Complaints Procedure is complete In determining arrangements for handling such complainants, staff are presented with two key considerations: to ensure that the NHS complaints procedure has been correctly implemented and that no material element of a complaint has been overlooked or inadequately addressed. In doing so it should be appreciated that even habitual complainants may have issues which contain some substance. The need to ensure an equitable approach is, therefore, crucial; to be able to identify the stage at which a complainant has become habitual. Where the above key considerations have been met, the Locality Director will inform the Chief Executive who will liaise with the Chairman to determine the appropriate action to be taken. Litigation If a complainant at any time during the complaints process explicitly indicates an intention to initiate legal action, the complaints process will continue. If teams receive a solicitors letter initiating legal proceedings these should be sent to the Clinical Litigation Department at Sentinel House immediately, who will then acknowledge the letter accordingly. The Service Manager or Customer Service Coordinator (for complaints addressed to the Chief Executive) will also notify the relevant Locality Director and the Director of Quality and Nursing of the complainant s intention so that the appropriate authorities are notified. Independent Review The complainant has the right to request the Parliamentary and Health Service Ombudsman to conduct an independent review of their complaint where: The complainant is not satisfied with the Organisation s response An investigation has not been completed within six months of the date the complaint was received The Locality Director / Chief Executive has decided not to waive the time limits for investigating a complaint. This request should be made in writing to the Parliamentary and Health Service Ombudsman within 6 months of receiving the response / being due a response from the Chief Executive. The address of the Parliamentary Ombudsman is: IN-007 Version 1 June

22 The Parliamentary and Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP Helpline: In the course of their investigation, the Ombudsman may: Conduct its investigation in any manner which seems to it appropriate Take such advice as appears to it to be required Appoint a panel to hear and consider the complaint Request in writing any person or body to produce such information and documents as it considers necessary to enable a complaint to be properly considered. The information requested and its relevance must be specified. The Chief Executive will respond to any request for information from the Parliamentary and Health Service Ombudsman. The Ombudsman may not request information which is confidential and relates to a living individual unless that individual has consented (either express or implied consent) to its disclosure and use in investigating the complaint. Following the investigation the Ombudsmen will prepare a written report summarising the complaint, describing the investigation, summarising its conclusion and identifying recommendation or further action to be taken. IN-007 Version 1 June

23 REFERENCES Statutory Instruments and Directions: 1. The Local Authority Social Services and NHS Complaints (England) Regulations 2009 No A review of the NHS Hospitals Complaints System: Putting Patients Back in the Picture Department of Health NHS (2013) 3. Litigation Authority - An Organisation Wide Document for the Investigation of Incidents, Complaints and Claims available via 4. NHS Litigation Authority - An Organisation Wide Document for Supporting Staff Involved in Incidents, - Complaints or Claims available via 5. NHS Litigation Authority, - An Organisation Wide Document for Being Open available via 6. NPSA (2009) - Being Open: Communicating patient safety incidents with patients and their carers 7. Department of Health (2009) - NHS Constitution 8. Parliamentary and Health Service Ombudsmen (2008) - The Principles of Good Complaint Handling 9. My expectations for raising concerns and complaints- Parliamentary and Health Service Ombudsman (2014) ASSOCIATED DOCUMENTATION Analysis and improvement following incidents, complaints and claims IN- 198 Investigation of Incidents, Complaints and Claims Policy IN-174 Dorset HealthCare Adverse Incident Reporting Policy Dorset HealthCare Integrated Electronic Service User Records Policy Dorset HealthCare Managing Workplace Stress Policy. IN-007 Version 1 June

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

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 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

The State Hospital s Board for Scotland

The State Hospital s Board for Scotland The State Hospital s Board for Scotland PATIENT & CARER FEEDBACK Procedure for Feedback; Comments, Concerns, Compliments and Complaints (Incorporating the NHS Can I Help you Guidance) Policy Reference

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

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

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

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 and Procedure

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Making a complaint in the independent healthcare sector. A guide for patients

Making a complaint in the independent healthcare sector. A guide for patients Contents 1. Introduction pages 3 5 2. Local Resolution Stage One pages 6 8 3. Complaints Review Stage Two page 9 4. Independent External Adjudication Stage Three pages 10 11 2 The Patients Association

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 & 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

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 Handling Policy Incorporating Complaints, Concerns and Compliments Version 5.0

Complaints Handling Policy Incorporating Complaints, Concerns and Compliments Version 5.0 Complaints Handling Policy Incorporating Complaints, Concerns and Compliments Version 5.0 Purpose: For use by: This document is compliant with /supports compliance with: To advise and inform hospital staff

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

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

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

STATE HOSPITAL QUALITY PROCEDURES MANUAL

STATE HOSPITAL QUALITY PROCEDURES MANUAL APPROVED BY: PAGE: Page 1 of 8 1.0 Purpose To define a complaints procedure which is as transparent, fair and impartial as possible to all users and providers of the services undertaken by the State Hospital.

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 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

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

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, 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

Ymddiriedolaeth GIG Gwasanaethau Ambiwlans Cymru Welsh Ambulance Services NHS Trust Putting Things Right Policy

Ymddiriedolaeth GIG Gwasanaethau Ambiwlans Cymru Welsh Ambulance Services NHS Trust Putting Things Right Policy Ymddiriedolaeth GIG Gwasanaethau Ambiwlans Cymru Welsh Ambulance Services NHS Trust Putting Things Right Policy Approved by: (TBC) Version: 0.6 Issue Date: (TBC) Review Date: (24 months from issue TBC)

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

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

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

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

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 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

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

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

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

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

Date of review: January 2015. Policy Category: Governance CONTENTS:

Date of review: January 2015. Policy Category: Governance CONTENTS: Title: Patient Complaints Handling Policy Date Approved: 18 January 2012 Approved by: Executive Management Committee Date of review: January 2015 Policy Ref: Issue: 3 Division/Department: Corporate / Improving

More information

The Fostering Network 2006 Managing Allegations and Serious Concerns About Foster Carers Practice: a guide for fostering services.

The Fostering Network 2006 Managing Allegations and Serious Concerns About Foster Carers Practice: a guide for fostering services. 1 foreword The role of foster carers is a unique and challenging one. They look after some of our most vulnerable children, 24 hours a day, and it is essential that they are properly supported. The way

More information

Policy and Procedure Relating to The Handling of Formal Complaints (including unreasonably persistent complainants)

Policy and Procedure Relating to The Handling of Formal Complaints (including unreasonably persistent complainants) Policy and Procedure Relating to The Handling of Formal Complaints (including unreasonably persistent complainants) DOCUMENT CONTROL Version: 14.1 Ratified by: Risk Management Sub Group Date ratified:

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

MANAGEMENT OF COMPLAINTS, CONCERNS, COMMENTS AND COMPLIMENTS POLICY. Documentation Control

MANAGEMENT OF COMPLAINTS, CONCERNS, COMMENTS AND COMPLIMENTS POLICY. Documentation Control MANAGEMENT OF COMPLAINTS, CONCERNS, COMMENTS AND COMPLIMENTS POLICY Documentation Control Reference GG/CM/002 Date approved Approving Body Trust Board Implementation date Supersedes Patient and Carer Feedback

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

Customer Care Policy and Procedure for Managing Complaints, Concerns, Comments and Compliments

Customer Care Policy and Procedure for Managing Complaints, Concerns, Comments and Compliments Customer Care Policy and Procedure for Managing Complaints, Concerns, Comments and Compliments Responsible Director: Author and Contact Details: HR & Governance Director Customer Care Team Manager Tel:

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

How did we do? Promoting hope and wellbeing together. How to raise a concern, make a complaint or give a positive comment about one of our services.

How did we do? Promoting hope and wellbeing together. How to raise a concern, make a complaint or give a positive comment about one of our services. West London Mental Health NHS Trust How did we do? How to raise a concern, make a complaint or give a positive comment about one of our services. Promoting hope and wellbeing together What do you think

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

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

Data Quality Rating BAF Ref Impact on BAF Risk Rating

Data Quality Rating BAF Ref Impact on BAF Risk Rating Board of Directors (Public) Item 6.4 Subject: Annual Review of Complaints Process Date of meeting: 28 th April, 2015 Prepared by: Lisa Gurrell Patient and family support Manager Presented by: Sue Pemberton

More information

Complaint Policy. National Waiting Time Centre Board

Complaint Policy. National Waiting Time Centre Board National Waiting Time Centre Board Complaint Policy 0 Page Part 1 Overview of the Complaint Procedure 2 Part 2: Learning from Comments and Concerns 3 2.1 A Patient focused NHS 3 2.2 Active Listening 4

More information

Guide to to good handling of complaints for CCGs. CCGs. May 2013. April 2013 1

Guide to to good handling of complaints for CCGs. CCGs. May 2013. April 2013 1 Guide to to good handling of complaints for CCGs CCGs May 2013 April 2013 1 NHS England INFORMATION READER BOX Directorate Commissioning Development Publications Gateway Reference: 00087 Document Purpose

More information

The NHS complaints procedure (England only) August 2009

The NHS complaints procedure (England only) August 2009 The NHS complaints procedure (England only) August 2009 Introduction This document has been produce to provide LMCs, practices and GPs with guidance on the requirements of the NHS complaints system, including

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. Controlled Document Number: Version Number: 6 Controlled Document Sponsor: Controlled Document Lead: Approved By:

Complaints Policy. Controlled Document Number: Version Number: 6 Controlled Document Sponsor: Controlled Document Lead: Approved By: Complaints Policy CONTROLLED DOCUMENT CATEGORY: CLASSIFICATION: PURPOSE Controlled Document Number: Version Number: 6 Controlled Document Sponsor: Controlled Document Lead: Approved By: Policy Governance

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

NHS Complaints Advocacy. A step by step guide to making a complaint about the NHS. www.pohwer.net

NHS Complaints Advocacy. A step by step guide to making a complaint about the NHS. www.pohwer.net NHS Complaints Advocacy A step by step guide to making a complaint about the NHS NHS Complaints Advocacy Important Information Please read this section before the rest of this guide to ensure you take

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

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

Complaints. How to raise your concerns

Complaints. How to raise your concerns Complaints How to raise your concerns Raising your Concerns RNOH NHS Trust staff will do whatever they can to make sure you get quick, proper and fair treatment. However, sometimes things can go wrong

More information

Guidance for schools on dealing with Allegations of abuse against Staff and Volunteers

Guidance for schools on dealing with Allegations of abuse against Staff and Volunteers Guidance for schools on dealing with Allegations of abuse against Staff and Volunteers Guidance for schools on dealing with Allegations of abuse against Staff and Volunteers 2 CONTENTS 1. Introduction

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 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

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

Complaints Policy. (Including expressions of Concern and Compliments)

Complaints Policy. (Including expressions of Concern and Compliments) Complaints Policy (Including expressions of Concern and Compliments) 1 SUMMARY This document sets out ways in which Enfield CCG will encourage feedback and respond to comments, concerns and complaints

More information

POLICY FOR THE MANAGEMENT OF COMPLAINTS

POLICY FOR THE MANAGEMENT OF COMPLAINTS UNIVERSITY HOSPITALS OF LEICESTER NHS TRUST POLICY FOR THE MANAGEMENT OF COMPLAINTS APPROVED BY: POLICY & GUIDELINES COMMITTEE TRUST REF: A10/2002 MOST RECENT REVIEW: NOVEMBER 2008 ORIGINATOR: SENIOR SAFETY

More information

The NHS complaints procedure (England only): guidance for primary care

The NHS complaints procedure (England only): guidance for primary care The NHS complaints procedure (England only): guidance for primary care August 2015 Introduction This document provides LMCs (local medical committees), practices and GPs with guidance on the requirements

More information

NHS Waltham Forest Clinical Commissioning Group Complaints Policy

NHS Waltham Forest Clinical Commissioning Group Complaints Policy NHS Waltham Forest Clinical Commissioning Group Complaints Policy Author: David Pearce, Head of Governanace Version V 3.0 Amendments to previous version - Policy updated to reflect latest reporting processes.

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

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 HANDLING POLICY AND PROCEDURE

COMPLAINTS HANDLING POLICY AND PROCEDURE COMPLAINTS HANDLING POLICY AND PROCEDURE Primary Intranet Location Version Number Next Review Year Next Review Month Complaints V.5 2015 July Current Author Author s Job Title Department Ratifying Committee

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

COMPLAINTS MANAGEMENT NGH/PO/016

COMPLAINTS MANAGEMENT NGH/PO/016 COMPLAINTS MANAGEMENT NGH/PO/016 Ratified By: Procedural Documents Group Date Ratified: October 2009 Date(s) Reviewed: August 2009 Next Review Date: August 2011 Version No: 3 Responsibility for Review:

More information

COMPLAINTS PROCEDURE

COMPLAINTS PROCEDURE COMPLAINTS PROCEDURE AUGUST 2004 Revised July 1996 Revised March 1997 Revised November 1997 Revised May 1998 Revised November 1998 Revised July 1999 Revised May 2002 Revised March 2004 Revised June 2004

More information

Redbridge. CCG Complaints Handling Policy

Redbridge. CCG Complaints Handling Policy Redbridge CCG Complaints Handling Policy Contents 1.1 Purpose and Approach... 3 1.2 How to read this document... 3 1.3 The role of the CCGs... 3 2. Responsibilities... 4 2.1 Definition of a complaint...

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

Document Title Service Experience Desk (SED) Policy Managing Complaints and Informal Enquiries

Document Title Service Experience Desk (SED) Policy Managing Complaints and Informal Enquiries Document Title Service Experience Desk (SED) Policy Managing Complaints and Informal Enquiries Document Description Document Type Policy Service Application Trust Wide Version 3.3 Reference Number POL

More information

Glasgow Life. Comments, Compliments and Complaints Policy

Glasgow Life. Comments, Compliments and Complaints Policy Glasgow Life Comments, Compliments and Complaints Policy 1. Introduction Glasgow Life is committed to delivering high quality services that enriches the lives of all of Glasgow's citizens and visitors

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 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

Making Experiences Count Procedure

Making Experiences Count Procedure Making Experiences Count Procedure When a mistake happens, it is important to acknowledge it, put things right quickly and learn from the experience. Listening, Responding, Improving A guide to better

More information

Information guide. How to make a complaint

Information guide. How to make a complaint Information guide How to make a complaint How you can comment, compliment or complain about your treatment or service We are committed to providing you with the best service possible. We are always looking

More information

Complaints Policy. Version: 4 Ratified by: Board Date ratified: 15 th July 2015. All Lincolnshire Community Health Services staff

Complaints Policy. Version: 4 Ratified by: Board Date ratified: 15 th July 2015. All Lincolnshire Community Health Services staff Complaints Policy Reference No: P_CIG_08 Version: 4 Ratified by: Lincolnshire Community Health Services Trust Board Date ratified: 15 th July 2015 Name of originator/author: Name of responsible committee/individual:

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

We are happy to discuss your concerns and are always ready to listen to your comments and views on the care we provide.

We are happy to discuss your concerns and are always ready to listen to your comments and views on the care we provide. Complaints, concerns and compliments We are sorry you have a complaint. This booklet explains what to do if you have a complaint about your clinical care and treatment, or if you are complaining on behalf

More information

Resolving problems and making a complaint about NHS care

Resolving problems and making a complaint about NHS care Factsheet 66 August 2011 Resolving problems and making a complaint about NHS care About this factsheet The factsheet explains the approach to handling complaints about National Health Service (NHS) services,

More information

PALS. Patient Advice and Liaison Service. Royal Manchester Children s Hospital. Saint Mary s Hospital. Manchester Royal Eye Hospital

PALS. Patient Advice and Liaison Service. Royal Manchester Children s Hospital. Saint Mary s Hospital. Manchester Royal Eye Hospital Royal Children s Hospital Saint Mary s Hospital Royal Eye Hospital PALS Patient Advice and Liaison Service Royal Infirmary University Dental Hospital of Central Community Services Trafford General Stretford

More information

Governing Body 13 November 2013

Governing Body 13 November 2013 Paper 07 Governing Body 13 November 2013 Overview of complaints and handling processes Paper Author Lead Executive FOI status Michaela Maloney, Interim Head of Communication and Engagement Brendan Ward,

More information