CROPREDY SURGERY Dr J Wright & Dr B Tucker

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1 CROPREDY SURGERY Dr J Wright & Dr B Tucker POLICY - COMPLAINTS Intrductin The bjectives f the cmplaints plicy are as fllws. Any cmplaint is dealt with in an effective and timely manner The cmplainant is given the pprtunity t air their grievance Where pssible the cmplainant is given an explanatin fr the actins abut which they are cmplaining T ensure that the cmplainant has been treated fairly and allwed t state their case in full whether r nt the prblem can be reslved. Respnsible Persn and Cmplaints Manager The respnsible persn fr handling cmplaints is Dr J Wright, Senir Partner, and the cmplaints manager is the Practice Manager. Wh can make a Cmplaint? A cmplaint may cme frm a patient, carer, relative r a visitr t the practice. It may als be made by smene acting n behalf f the patient r persn invlved, prviding that they have their written cnsent t divulge infrmatin gained in the curse f the dctr-patient relatinship. (See Appendix 1 fr a cpy f the Authrity t Prvide Medical Infrmatin) Time Limits Cmplaints are best dealt with as clse in time t the incident as pssible when memries are fresh and infrmatin easily available. In any case, cmplainants shuld make their cmplaint knwn within twelve mnths f the event r within twelve mnths f becming aware that they have smething t cmplain abut. This time limit may be extended if there are gd reasns why the cmplaint culd nt be made earlier and despite the delay, it is still pssible t investigate matters effectively and fairly. If achievable, a verbal cmplaint shuld be reslved immediately by means f an explanatin r an aplgy, as apprpriate. If the cmplaint is reslved t the patient s satisfactin nt later than the next wrking day then it will nt be included in the frmal cmplaints arrangements. Cmplaints will be recrded n a verbal cmplaint frm which will be scanned t the patient s EMIS recrd. (See Appendix 2 fr the Verbal Cmplaints frm) Cmplainants will be given a cpy f the frm and it will later be used t infrm service imprvements. 1 f 7 Claydn Rad, Crpredy, Nr Banbury, Oxn OX17 1FB Tel: Fax: VAT registratin number

2 If the cmplaint is reslved t the patient s satisfactin nt later than the next wrking day, they will nt be included in the frmal cmplaints prcess laid ut in this plicy. The Practice cmplaints prcedure is available via the website in leaflets in the waiting rm and n the practice leaflet. If n satisfactry utcme can be reached and a written cmplaint is t fllw, the cmplainant will be given a cpy f the practice cmplaints leaflet r when the frmal cmplaint arrives, a leaflet will be issued with the acknwledgement letter. The leaflet utlines the prcedure fr frmal cmplaints. The Practice Manager will respnd t a frmal, written cmplaint within three wrking days and aim t reslve matters within ten wrking days. If it is nt pssible t meet this deadline, the cmplainant will be kept infrmed f prgress and the reasns fr delay. T whm shuld I cmplain? Lcal Reslutin The first stage in the NHS cmplaints prcedure is lcal reslutin. Cmplaints shuld immediately be referred t the Practice Manager. Where this is nt pssible, the cmplainant will be ffered an appintment with the Practice Manager r she will cntact them by telephne at the earliest pprtunity, but within three wrking days. All cmplaints are investigated by the Practice Manager ensuring a fair and pen appraisal f the cmplaint. Every effrt is made by the Primary Health Care Team (PHCT) t reslve the grievance at lcal level and, when it has been reslved, any lessns learned and changes implemented. Lcal reslutin aims t reslve cmplaints quickly using the mst apprpriate means, such as, face t face meetings r cnciliatin. Cnciliatrs, like mediatrs, are independent peple wh can assist in reslving a cmplaint and ensure that bth parties views are heard and understd. Patients wh d n wish t make their cmplaint t the Practice may cntact the Patient Advice and Liaisn Service at the Oxfrdshire Primary Care Trust until 31 March 2013 when this service will change under the restructured NHS. If a patient cmplains directly t Oxfrdshire Clinical Cmmissining Bard, the NHS Cmmissining Bard r ther NHS agency, the Practice will wrk with that rganisatin t reslve the issue. The Practice will cperate and agree the handling f the cmplaint whether it is t be by the ther rganisatin r by the Practice. If it is t be by the Practice then the acknwledgement will be sent within three wrking days. The lcal discussin with the patient will include hw the cmplaint will be handled and the likely perid fr cmpletin f the investigatin and respnse t the patient. The investigatin will be apprpriate, efficient and speedy keeping the individual infrmed as far as reasnably practicable f the prgress f the investigatin. 2 f 7 Claydn Rad, Crpredy, Nr Banbury, Oxn OX17 1FB Tel: Fax: VAT registratin number

3 Once the investigatin is cmplete, a written respnse will be sent t the cmplainant as sn as practicably pssible. This may be in electrnic frm if the cmplainant has cnsented. The respnse will be signed by Dr Wright r the Practice Manager and the reprt must cntain the fllwing An explanatin f hw the cmplaint has been cnsidered The cnclusins reached, including matters fr which remedial actin is needed as specified by the cmplainant, Dr Wright r the Practice Manager Cnfirmatin that remedial actin has been r is prpsed t take place Details f the cmplainant s right t take the matter t the Health Service Cmmissiner under the 1933 Act Mnitring and Recrding Each cmplaint will be mnitred and recrded as fllws The subject matter and utcme f each cmplaint The fact that the cmplainant was ntified f the specified respnse perid and any change t that perid Whether the reprt was sent within that perid An annual review f cmplaints and significant events is recrded and can be prduced fr any persn n request. The review will include details f the individual cmplaints, the reslutin and any actins taken t imprve the service. The infrmatin can be prduced by the practice in an annymus frm s that patients will nt be identified. The Health Service Ombudsman If after lcal reslutin the cmplainant is still dissatisfied, they may cmplain t the Health Service Ombudsman. The Ombudsman is cmpletely independent f the NHS and Gvernment and may be cntacted at Milbank Twer, Milbank, Lndn, SW1P 4QP telephne number r by What des the Cmplainant Expect t Achieve? Cmplainants may be angry r upset when they make their cmplaint but it is useful t try and identify what they hpe t achieve by cmplaining. Are they expecting an aplgy, an pprtunity t talk thrugh what went wrng, an explanatin f what happened, satisfactin that the NHS has been imprved by drawing attentin t the prblem r making a suggestin, r reimbursement f fees paid? An understanding f the expectatin may allw a clearer fcus fr the cmplaint and a better reslutin fr the cmplainant. 3 f 7 Claydn Rad, Crpredy, Nr Banbury, Oxn OX17 1FB Tel: Fax: VAT registratin number

4 Cmmunicatin A ntice is psted in the waiting rm telling patients that the prcedure exists and that cmplaints prcedure leaflets are available at the receptin desk. Verbal cmplaints frms and authrisatin t prvide medical infrmatin frms are available at the receptin desk. A cpy f the plicy will be available frm the website tgether with the leaflet. All staff will have seen and read the cmplaints prcedure and have access t it in electrnic frm (n the Practice intranet). Reviewing Cmplaints All cmplaints are dealt with by the apprpriate persn at the time e.g. the receptinist, Practice Manager r Senir Partner. As sn as the cmplaint is rectified t the patient s satisfactin, it is recrded and presented at a meeting f the Primary Health Care Team. A table f summarised cmplaints is created and reviewed annually at a PHCT meeting where all staff have the pprtunity f cntributing t the discussin and identifying learning pints Plicy 2002 Barbara Ware, Practice Manager Implemented Review dates March 2006 Reviewed Lynne Jnes, Practice Manager March 2007 Reviewed Lynne Jnes, Practice Manager March 2008 Reviewed Lynne Jnes, Practice Manager April 2009 Reviewed Lynne Jnes, Practice Manager April 2010 Reviewed Lynne Jnes, Practice Manager April 2011 Reviewed Lynne Jnes, Practice Manager April 2012 Reviewed Lynne Jnes, Practice Manager February 2013 Reviewed Lynne Jnes, Practice Manager 4 f 7 Claydn Rad, Crpredy, Nr Banbury, Oxn OX17 1FB Tel: Fax: VAT registratin number

5 APPENDIX 1 CROPREDY SURGERY Dr J Wright & Dr B Tucker FORM OF AUTHORITY TO PROVIDE MEDICAL INFORMATION I, (name) f (address) frmally cnsent t the disclsure f infrmatin cncerning my cnditin, treatment and my ther medical infrmatin relevant t this cmplaint nly, t (Name f persn making the cmplaint) f (address) Signed Print Name Date Please return this frm t Mrs Lynne Jnes Practice Manager Crpredy Surgery Claydn Rad Crpredy Banbury OX17 1FB 5 f 7 Claydn Rad, Crpredy, Nr Banbury, Oxn OX17 1FB Tel: Fax: VAT registratin number

6 APPENDIX 2 CROPREDY SURGERY Dr J Wright & Dr B Tucker VERBAL COMPLAINT If yu need advice r guidance n cmpleting this frm, please see the Practice Manager r if unavailable, ne f the Partners. Cmplainant Patient Name Address Name Address Telephne n. Status (patient, carer etc) Date f Cmplaint Patient n Telephne n Date f Birth Cmplaint received by Details f the Cmplaint with answers given 6 f 7 Claydn Rad, Crpredy, Nr Banbury, Oxn OX17 1FB Tel: Fax: VAT registratin number

7 Is the persn satisfied with the actin taken? Yes/N If yes, please make a nte belw t expand n yur answer. If n, please answer the fllwing. Have yu made the cmplainant aware f the frmal cmplaint prcess and given them a leaflet? If s what actin d they intend t take next? Wuld the cmplainant like t speak t the Practice Manager n the telephne/by appintment? If s have they given a cntact number and cnvenient time t call? D they intend t write and frmally cmplain? 7 f 7 Claydn Rad, Crpredy, Nr Banbury, Oxn OX17 1FB Tel: Fax: VAT registratin number

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