HOPE HOUSE CHILDREN S HOSPICES COMPLAINTS POLICY & PROCEDURE

Size: px
Start display at page:

Download "HOPE HOUSE CHILDREN S HOSPICES COMPLAINTS POLICY & PROCEDURE"

Transcription

1 HOPE HOUSE CHILDREN S HOSPICES COMPLAINTS POLICY & PROCEDURE Originator: Approved by: David Featherstone, Chief Executive Kath Jones, Director of Care Clinical Governance Group Date: September 2010 Review Date: September 2013 Version: 3 The aim of Hope House Children s Hospices is to support children with life limiting conditions and their families through respite and palliative care as required by the family. This philosophy impacts on the nature of the Complaints Policy in many ways and affects all sectors of the organisation. Policy Statement Complaints, verbal and written, will be dealt with in a swift and effective manner, which will aim to ensure complete fairness for both the complainant and the staff or volunteer concerned. The complaints procedure will be responsive and flexible to address the issues identified by the complainant. Complaints will be used to improve services, reduce incidents and to improve overall quality. Responsibility: Head of Department/Line Manager (as appropriate) Accountability: Chief Executive A quarterly report in connection with all complaints made with regard to hospice/home care will be made to the Clinical Governance Group. A twice yearly report will be made available to the Care Quality Commission/Healthcare Inspectorate in Wales in connection with all complaints made with regard to hospice/home care which will include the complaint made and action taken in response. A twice yearly report will be made to the Board of Trustees, listing all complaints made against the organisation during the previous 6 month period. F:/Kaydocs/Complaints Policy & Procedure 1 Sept 10

2 Compliance with Statutory Requirements Scope Health and Social Care Act 2008 (Regulated Activities) Regulations 2009: Regulation 19 Essential Standards of Quality and Safety, Care Quality Commission 2009: Outcome 17 Private and Voluntary Healthcare (Wales) Regulations 2002: Regulation 22 National Minimum Standards for Private and Voluntary Health Care, Welsh Assembly Government 2002: Standard C16 The Complaints Policy refers to both clinical and non-clinical complaints. It is designed to manage, respond to and resolve complaints effectively. This is achieved through a procedure which:- Is accessible to complainants. Provides a simple system for making complaints about any aspect of the service provided. Is a rapid and open process with designated timescales and a commitment to keep the complainant informed on the progress of the investigation. Is fair to staff and the complainant. Maintains the confidentiality of the child, complainant and staff member(s). Provides an opportunity to learn from the complaint to improve services. Staff training requirements Training will be provided to all staff in the organisation on:- What constitutes a complaint. How to receive a complaint. How to deal with someone making a complaint. The complaints process, both verbal and written. Any complaint relating to a Child Protection or Vulnerable Adult Protection issue will be dealt with under the Child Protection and Protection of Vulnerable Adult Policy and Procedures as an internal investigation would be inappropriate. F:/Kaydocs/Complaints Policy & Procedure 2 Sept 10

3 COMPLAINTS PROCEDURE Aim and Scope of Procedure To provide instructions on how to manage a complaint from receipt through to resolution in partnership with the complainant and staff concerned. Covers Receipt of verbal and written complaints. Investigation of complaints. Communication with complainant. Resolution of complaints. Referral to the Care Quality Commission /Healthcare Inspectorate Wales or an alternative adjudication service (if appropriate). STAFF RESPONSIBILITIES Complaints Regarding Care in the Hospice or at Home Head of Care or Director of Care: To investigate the complaint. To oversee the investigation, draft a response and ensure resolution. To use complaint as a learning process. To respond to complainant. To ensure complaint is resolved. Complaints Regarding Fundraising Matters Director of Fundraising: To investigate the complaint, thence as above. Complaints regarding Accounts and Payroll Matters Business Manager: To investigate the complaint, thence as above. Complaints regarding Retail Matters Retail Manager: To investigate the complaint, thence as above. F:/Kaydocs/Complaints Policy & Procedure 3 Sept 10

4 Receiving the Complaint Complaints may be initiated with front line staff by parents, children, donors or other members of the public. Every complaint needs to be dealt with sensitively and seen as an opportunity to improve the service. Family centred care is practised at Hope House and Tŷ Gobaith and this must be borne in mind when receiving a care-related complaint: it may not be directly in relation to the child for whom we care. People may make complaints to any member of staff verbally or in writing. A child may prefer to ask a person who they trust to make a complaint on their behalf, or the child may have difficulty in expressing their concerns due to the severity of their condition. Someone who communicates closely with the child and understands the child may make the complaint on their behalf. The hospice Consent Policy and Advocacy Policy must also be considered in relation to complaints from children regarding care matters. Where the child has died or is unable to give consent, it is necessary to establish that the complainant is a suitable person to represent the child. Confidentiality of the child and any known wishes expressed by the child that information should not be disclosed to third parties should be respected except in the case of complaints regarding child protection issues. Verbal complaints must be passed on to the Head of Department or Line Manager as quickly as possible. Written details of both verbal and written complaints must be kept. All complaints must be adequately recorded in the Complaints Register. Details to be recorded are:- Nature of complaint. Result of the investigation. Resolution of complaint. Whether the complaint was upheld. Action taken Acknowledgement of Complaint All complainants should receive a written acknowledgement within 2 working days. This letter should detail the complaints process. Investigation of Complaint The Head of Department or appropriate Line Manager should investigate the complaint. The complaint investigation should be handled in a manner which acknowledges that being subject to a complaint can be a stressful and anxious time for staff. F:/Kaydocs/Complaints Policy & Procedure 4 Sept 10

5 All findings should be fully documented. Any communication with the complainant must be documented. A full response should be sent to the complainant within 20 working days of receipt of the complaint. If it is not possible to send a full response within 20 days, a letter explaining the delay should be sent to the complainant. Resolution of complaint Once the investigation has been completed, a letter should be sent within 5 working days outlining the findings and the proposed action to be taken. The findings of the complaint, together with the action to be taken should be entered in the appropriate complaint register. Appropriate action plans following the complaint should be completed together with a timescale for action and review. In the case of a care related complaint, the circumstances, without personal details, should be reported to the Clinical Governance Group to ensure lessons are learned and practice is improved. The Complaints Register is inspected by Trustees quarterly. Referral to Regulatory Bodies or alternative complaints systems In the case of a care related complaint, if the child and family are unhappy with the outcome of the complaint, s/he can complain to the appropriate regulating body. Hope House Care Quality Commission National Correspondence Citygate Gallowgate Newcastle upon Tyne NE1 4PA Tŷ Gobaith Healthcare Inspectorate Wales (HIW) Bevan House, Caerphilly Business Park, Van Road Caerphilly CF83 3EDL Telephone: Telephone: Complainants may also refer unresolved complaints to the Independent Sector Complaints Adjudication Service where appropriate (England). HIW have set out their arrangements for dealing with complaints in a document called What to do if you have a concern about an independent healthcare service in Wales. This can be accessed via: Details of how to complain are provided in the information leaflet for children and families under How to Complain. If a complaint concerns any child in the Looked After System, the designated Complaints Officer for the relevant Local Authority must be informed. See flow diagram of complaints process on next page. F:/Kaydocs/Complaints Policy & Procedure 5 Sept 10

6 COMPLAINTS PROCEDURE FLOW CHART ALL DEPARTMENTS Complaint Received Date of Complaint entered in Register Complaint acknowledged within 2 working days. Investigation If more than 20 working days elapse, update letter to complainant Resolution No Resolution 5 days after completed investigation. Full written response. Details entered in Complaints register. CEO to advise Chair of Board of Trustees. Care related complaints only: Head of Care to contact Care Quality Commission/Healthcare Inspectorate Wales as appropriate. F:/Kaydocs/Complaints Policy & Procedure 6 Sept 10

HOW TO MAKE A COMPLAINT

HOW TO MAKE A COMPLAINT HOW TO MAKE A COMPLAINT Issue Date: November 2014 Review Date: January 2016 Authors: Patient Relations Department, North Cumbria University Hospitals NHS Trust SFT-NCA8299: 10/14 REV 1 If it matters to

More information

Complaining about Private Healthcare

Complaining about Private Healthcare AvMA s Advice and Information Workers can advise you on clinical or medico- legal aspects of your case. Helpline Number: 0845 123 23 52 (Mon- Fri 10am-5pm). Further information sheets can also be downloaded

More information

Information guide. How to make a complaint

Information guide. How to make a complaint Information guide How to make a complaint How to make a complaint We always aim to provide you with the best service possible. We are committed to the consistent development and improvement of our services,

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

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

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

Complaints, Comments and Appreciations

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

More information

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

This guide will help you to prepare a complaint letter and provide information regarding where you should send your complaint to.

This guide will help you to prepare a complaint letter and provide information regarding where you should send your complaint to. Guide to Making a Complaint About Medical Treatment If you are dissatisfied with the medical treatment that you or a family member have received then you are entitled to make a complaint. Complaint guide

More information

The Health and Social Care Complaints Procedure

The Health and Social Care Complaints Procedure Your right to complain The Health and Social Care Complaints Procedure RDaSH Corporate Services Section One: What do I do if I want to complain? Why is it important to complain? If you are not happy with

More information

BIRMINGHAM CHILDREN S HOSPITAL CHARITIES COMPLAINTS POLICY

BIRMINGHAM CHILDREN S HOSPITAL CHARITIES COMPLAINTS POLICY BIRMINGHAM CHILDREN S HOSPITAL CHARITIES COMPLAINTS POLICY Version 2.02 Date of Policy November 2013 Next Review Date March 2016 COMPLAINTS POLICY 1. INTRODUCTION Birmingham Children s Hospital (BCH) Charities

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

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

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

More information

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

Dublin Dental School & Hospital. Distribution List: All

Dublin Dental School & Hospital. Distribution List: All Copy No. Dublin Dental School & Hospital Distribution List: All Title of Policy: Patient Complaints Policy Currently under review Developed By: Patient Services Reviewed by: Health & Safety & Risk Mgt

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

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 in the NHS

Complaints in the NHS IMPROVING HEALTH IN WALES Complaints in the NHS A Guide to handling complaints in Wales April 2003 NHS WALES Complaints in the NHS A guide to handling complaints in Wales Contents Executive Summary Part

More information

Making a Complaint. A Guide for Service Users PROVIDING QUALITY INSPIRING INNOVATION DELIVERING VALUE

Making a Complaint. A Guide for Service Users PROVIDING QUALITY INSPIRING INNOVATION DELIVERING VALUE 20669 Complaints Booklet A5_PRINT_Layout 1 03/02/2014 11:35 Page 1 GROUP OF COMPANIES Making a Complaint A Guide for Service Users PROVIDING QUALITY INSPIRING INNOVATION DELIVERING VALUE Introduction Priory

More information

External Whistleblowing (Protected Disclosures) Policy

External Whistleblowing (Protected Disclosures) Policy External Whistleblowing (Protected Disclosures) Policy 1. Introduction Monitor is the sector regulator for health care. Our main duty is to protect and promote the interests of patients by regulating the

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

Details about this location

Details about this location Inspection Report We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Prince George Duke of Kent Court Shepherds Green, Chislehurst,

More information

Concerns and Complaints about Health Services in Wales. Concerns and Complaints about Health Services in Wales

Concerns and Complaints about Health Services in Wales. Concerns and Complaints about Health Services in Wales Concerns and Complaints about Health Services in Wales About HIW Healthcare Inspectorate Wales (HIW) is an independent inspectorate. Our role is to regulate and inspect on behalf of Welsh Ministers, NHS

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

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

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

THE SOCIAL SERVICES COMPLAINTS AND REPRESENTATIONS PROCEDURE. A Guide For Service Users, Their Families and Carers

THE SOCIAL SERVICES COMPLAINTS AND REPRESENTATIONS PROCEDURE. A Guide For Service Users, Their Families and Carers THE SOCIAL SERVICES COMPLAINTS AND REPRESENTATIONS PROCEDURE A Guide For Service Users, Their Families and Carers This procedure is based in accordance with: The Social Services Complaints Procedure (Wales)

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

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

Counter Fraud and Security Management Service complaints handling policy and procedure

Counter Fraud and Security Management Service complaints handling policy and procedure Counter Fraud and Security Management Service complaints handling policy and procedure The NHS Counter Fraud and Security Management Service (NHS CFSMS) s complaints policy has been taken from the NHS

More information

St Helens and Knowsley Teaching Hospitals NHS Trust. Compliments, Complaints and Suggestions

St Helens and Knowsley Teaching Hospitals NHS Trust. Compliments, Complaints and Suggestions St Helens and Knowsley Teaching Hospitals NHS Trust Compliments, Complaints and Suggestions Contents Compliments Page 4 Complaints Page 5 Suggestions Page 5 Making a complaint Page 6 How do I make a formal

More information

We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards.

We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Inspection Report We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Sunrise Operations of Westbourne 16-18 Poole Road, Westbourne,

More information

How To Handle A Complaint In The Uk

How To Handle A Complaint In The Uk MEDICAL PROTECTION SOCIETY PROFESSIONAL SUPPORT AND EXPERT ADVICE MPS COMPLAINTS SERIES BOOK 5 NHS complaints procedure An overview www.mps.org.uk Contents Regulations and principles page 3 Putting the

More information

COMPLAINTS PROCEDURE ENGLAND BEAUFORT ROAD SURGERY INTRODUCTION

COMPLAINTS PROCEDURE ENGLAND BEAUFORT ROAD SURGERY INTRODUCTION COMPLAINTS PROCEDURE ENGLAND BEAUFORT ROAD SURGERY INTRODUCTION This procedure sets out the Practice s approach to the handling of complaints and is intended as an internal guide who should be made readily

More information

Details about this location

Details about this location Inspection Report We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Manchester Private Medical Clinic 222 Wilmslow Road, Rusholme,

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

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

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

Corporate Performance Management Customer Care Team

Corporate Performance Management Customer Care Team Corporate Performance Management Customer Care Team Title Annual Report 2009/2010 Subject Children s Services complaints and representations Creator Heather Maybury Version 7.0 Date July 2010 Status draft

More information

http://www.gmc-uk.org/concerns/making_a_complaint/who_to_complain_to_en.asp

http://www.gmc-uk.org/concerns/making_a_complaint/who_to_complain_to_en.asp Who to complain to information for patients in England http://www.gmc-uk.org/concerns/making_a_complaint/who_to_complain_to_en.asp The process of making a complaint will be easier and less stressful if

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

Making a Complaint. The Trust is dedicated to listening, responding and improving our services when a complaint is made.

Making a Complaint. The Trust is dedicated to listening, responding and improving our services when a complaint is made. Making a Complaint The Trust is dedicated to listening, responding and improving our services when a complaint is made. Sometimes people feel let down by the NHS. They might think that the service, care

More information

Complaints and MP Enquiries Quarter 1 Report 2015/2016

Complaints and MP Enquiries Quarter 1 Report 2015/2016 Complaints and MP Enquiries Quarter 1 Report 2015/2016 Governing Body meeting 1 October 2015 Item 17m Author(s) Sarah Neil, Complaints Manager and Patient Experience Lead Sponsor Kevin Clifford, Chief

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

How To Deal With Abuse In A School

How To Deal With Abuse In A School 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

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

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

We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards.

We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Inspection Report We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Bury DCA United Response, City View Business Centre, 9 Long

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

Protocols and Policies. The Lighthouse Medical Practice. Complaints

Protocols and Policies. The Lighthouse Medical Practice. Complaints Complaints This leaflet provides all the information you might need if you feel that you would like to complain about any part of the Practice. At we strive to offer the highest level of care to all our

More information

Resolving problems and making a complaint about NHS care in Wales

Resolving problems and making a complaint about NHS care in Wales Factsheet 66w January 2013 Resolving problems and making a complaint about NHS care in Wales About this factsheet This factsheet explains the approach to handling complaints about National Health Service

More information

How to comment, compliment or complain about Sweetpea Charity. Page 1 of 10

How to comment, compliment or complain about Sweetpea Charity. Page 1 of 10 How to comment, compliment or complain about Sweetpea Charity Page 1 of 10 How to comment, compliment or complain about Sweetpea Charity Sweetpea Charity wants to provide you with the best opportunity

More information

We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards.

We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Inspection Report We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Southdowns Private Healthcare 97 Havant Road, Emsworth, PO10

More information

Developing a Complaints Policy and Procedure

Developing a Complaints Policy and Procedure Developing a Complaints Policy and Procedure (Resource contributed by Simon Croft) Why Have a Complaints Policy and Procedure? The Charity Commission report Cause for Complaint states: an effective complaints

More information

Important Trading and Legal Information

Important Trading and Legal Information Important Trading and Legal Information Trading Details: R J P MARINE INSURANCE SERVICES R J P Marine Insurance Services is a Trading Name of Johnstone Insurance Brokers Ltd. (Company Registration number

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

The Healthwatch Newham guide to local complaints services.

The Healthwatch Newham guide to local complaints services. Xxxxxxxxxxxx Directory The Healthwatch Newham guide to local complaints services. Issue Date: 29 September 2014 Contents Page 2: Page 3: Tips on Complaining Services This guide has been produced by Healthwatch

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

Guide to healthcare complaints

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

More information

Memorandum of Understanding between the Office of the Independent Adjudicator (OIA) and the General Medical Council (GMC)

Memorandum of Understanding between the Office of the Independent Adjudicator (OIA) and the General Medical Council (GMC) Memorandum of Understanding between the Office of the Independent Adjudicator (OIA) and the General Medical Council (GMC) Purpose and basis of the memorandum of understanding This Memorandum of Understanding

More information

How To Complain About A Health And Social Care Service

How To Complain About A Health And Social Care Service How to complain about a health or social care service February 2014 About this leaflet Although most people have no problems when using health or social care services, sometimes things can go wrong. This

More information

We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards.

We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Inspection Report We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Harrow Health Limited 37 Love Lane, Pinner, Harrow, HA5 3EE

More information

Complaints Policy. Complaints Policy. Page 1

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

More information

Disciplinary Policy. Review date: December 2014. Revision date: December 2017. Date of meeting: 12 January 2015

Disciplinary Policy. Review date: December 2014. Revision date: December 2017. Date of meeting: 12 January 2015 Disciplinary Policy Originator: Jane Doughty Review date: December 2014 Revision date: December 2017 Approved by: Personnel Committee Date of meeting: 12 January 2015 Name of Chairman: Marion Miles Approved

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

We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards.

We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Inspection Report We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Bluebird Care (Milton Keynes) Suite 107, Interchange Business

More information

We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards.

We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Inspection Report We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Quince House 77 Adeyfield Road, Hemel Hempstead, HP2 5DZ Tel:

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

WEST MIDLANDS AMBULANCE SERVICE NHS FOUNDATION TRUST REPORT TO THE COUNCIL OF GOVERNORS AGENDA ITEM: 10 DATE: 16 SEPTEMBER 2015 PAPER NUMBER: 06

WEST MIDLANDS AMBULANCE SERVICE NHS FOUNDATION TRUST REPORT TO THE COUNCIL OF GOVERNORS AGENDA ITEM: 10 DATE: 16 SEPTEMBER 2015 PAPER NUMBER: 06 WEST MIDLANDS AMBULANCE SERVICE NHS FOUNDATION TRUST REPORT TO THE COUNCIL OF GOVERNORS AGENDA ITEM: 10 DATE: 16 SEPTEMBER 2015 PAPER NUMBER: 06 Title Sponsoring Director Presenter Purpose Previously Considered

More information

Guide to making an NHS Complaint

Guide to making an NHS Complaint Guide to making an NHS Complaint Introduction Most people are happy with their NHS treatment however if this is not the case and you are unhappy with the service you or others have received from a hospital,

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

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

NHS Complaints Advocacy

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

More information

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

Raising concerns or complaints about the NHS

Raising concerns or complaints about the NHS Independent Complaints Advocacy Northumberland You can, We can, ICAN Raising concerns or complaints about the NHS A step by step guide to help you raise a concern or complaint about any service provided

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

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

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

COMPLAINTS FROM RESEARCH SUBJECTS ABOUT UCL SPONSORED STUDIES AND TRIALS

COMPLAINTS FROM RESEARCH SUBJECTS ABOUT UCL SPONSORED STUDIES AND TRIALS COMPLAINTS FROM RESEARCH SUBJECTS ABOUT UCL SPONSORED STUDIES AND TRIALS Dr Susan Kerrison Clinical Research Support Office s.kerrison@ucl.ac.uk Services 1 of 8 COMPLAINTS FROM RESEARCH SUBJECTS ABOUT

More information

FUNDRAISING STANDARDS BOARD STAGE 3 ADJUDICATION REPORT

FUNDRAISING STANDARDS BOARD STAGE 3 ADJUDICATION REPORT FUNDRAISING STANDARDS BOARD STAGE 3 ADJUDICATION REPORT Case Number: W20150311-FS02044 Respondent: Breast Cancer Campaign/Insight CCI Limited Complaint: The complainant believes that their Telephone Preference

More information

We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards.

We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Inspection Report We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Royal Free Hospital Urgent Care Centre Royal Free Hospital,

More information

Cafcass and Independent Reviewing Officer. Protocol for Public Law Work. Independent Reviewing Officer

Cafcass and Independent Reviewing Officer. Protocol for Public Law Work. Independent Reviewing Officer Cafcass and Independent Reviewing Officer Protocol for Public Law Work The Protocol has been developed in response to the need to agree a clear understanding of the statutory roles and interface between

More information

PRINCIPLES: The following principles underpin the feedback management system and will be reflected in feedback management procedures at all levels:

PRINCIPLES: The following principles underpin the feedback management system and will be reflected in feedback management procedures at all levels: Approved by: of Directors Effective Date: May 7, 2013 No. B-22 Issued by: Administration Review Date: May 7, 2013 Department(s) All Version: 2 Archived: Y POLICY: The of Directors recognizes that patient

More information

A step-by-step guide to making a complaint about health and social care

A step-by-step guide to making a complaint about health and social care A step-by-step guide to making a complaint about health and social care www.healthwatchhampshire.co.uk Step by step Page 3 Are you concerned about something that is happening now? Do you need to make a

More information

A fresh start, our plans for checking mental health services

A fresh start, our plans for checking mental health services A fresh start, our plans for checking mental health services An easy read version of: A fresh start for the regulation and inspection of mental health services Working together to change how we regulate

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

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

Raising and escalating concerns. Guidance for nurses and midwives

Raising and escalating concerns. Guidance for nurses and midwives Raising and escalating concerns Guidance for nurses and midwives We are the nursing and midwifery regulator for England, Wales, Scotland, Northern Ireland and the Islands. We exist to safeguard the health

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

NHS Nene and NHS Corby Clinical Commissioning Groups COMPLAINTS HANDLING POLICY

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

More information

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

What standards you have a right to expect from the regulation of your dentist

What standards you have a right to expect from the regulation of your dentist What standards you have a right to expect from the regulation of your dentist 1 About this booklet This guide is for you if you receive treatment or care from a dental practice in England. It helps you

More information

Code of Practice means the Family Mediation Council s code of practice for family mediation.

Code of Practice means the Family Mediation Council s code of practice for family mediation. Family Mediators Association ( FMA ) complaints and disciplinary procedure concerning clients interviewed by a mediator for a MIAM which term is defined below Purpose This procedure is intended to provide

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

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

OPTICAL CONFEDERATION ADVICE ON THE COMPLAINTS SYSTEM IN ENGLAND

OPTICAL CONFEDERATION ADVICE ON THE COMPLAINTS SYSTEM IN ENGLAND OPTICAL CONFEDERATION ADVICE ON THE COMPLAINTS SYSTEM IN ENGLAND July 2014 Executive Summary As a GOS contractor you are obliged to operate the NHS complaints system in accordance with regulations and

More information

St Ann Street Medical Practice. Weekend Telephone Triage Scheme Making a Complaint

St Ann Street Medical Practice. Weekend Telephone Triage Scheme Making a Complaint St Ann Street Medical Practice Weekend Telephone Triage Scheme Making a Complaint Who can complain? Anyone who is receiving, or has received, NHS treatment or services can complain, as can anyone affected

More information

Compliments, Enquiries and Concerns

Compliments, Enquiries and Concerns Compliments, Enquiries and Concerns Pleased? Tell us about it Enquiry? Let us help you Unhappy? Let s resolve it together PALS: We are here to help you As a patient, or as a carer for someone who attends

More information

How To Handle A Complaint From An Nhs Pension Fund

How To Handle A Complaint From An Nhs Pension Fund Complaints Handling Policy & Procedure 1. Purpose This procedure: Outlines NHS Business Services Authority s (NHSBSA) complaints handling policy Describes the process for dealing with informal and formal

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