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

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

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

Transcription

1 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 Clinical / Non Clinical Department Responsible for Review: Non Clinical Corporate Nursing Distribution: Essential Reading for: Information for: All individuals involved with patients & their representatives, including independent providers of services for the Trust All staff Policy Number: 16 Version Number : 12 Signature: Chief Executive Date: 20 January 2015 Complaints Policy and Procedure / Version 12 / December 2014

2 Burton Hospitals NHS Foundation Trust POLICY INDEX SHEET COMPLAINTS POLICY AND PROCEDURE Title: Complaints Policy and Procedure: Listening, Learning and Improving Original Issue Date: Pre May 2000 Date of Last Review: January 2015 Reason for amendment: Responsibility: Routine Review Complaints & PALS Manager Stored: PALS & Complaints Office / Trust Intranet Linked Trust Policies: Being Open Policy Claims Handling Policy & Procedure Confidentiality Policy Consent Policy Disciplinary Policy & Procedure Equal opportunities Policy Grievance Policy & Procedure Healthcare Information Guidance Health & Safety Policy Information Security Policy Managing Performance and Supporting Staff Policy Patient & Public Involvement Strategy Incident & Serious Incident Management Policy & Process Records Management Policy Risk Management Policy Risk Management Strategy E & D Impact Assessed EIA 199 Consulted Executive Directors Associate Directors Clinical Directors Consultants Head Nurses Matrons Department Heads Lead Secretaries Complaints Policy and Procedure / Version 12 / December 2014

3 REVIEW AND AMENDMENT LOG Version Type of change Date Description of Change 12 Review December 2014 Significant review to include amendments following the Francis Injury Report (January 2013) and the Putting Patients Back in the Picture review by Rt Hon Ann Clwyd MP and Professor Tricia Hart. Complaints Policy and Procedure / Version 12 / December 2014

4 CONTENTS Paragraph Number Subject Page Number 1 Introduction 1 2 Purpose of This Policy 1 3 Legal Requirements and Obligations 1 4 Policy Objective and Principles 2 5 Definitions 3 6 Scope of Policy Support for Complainants Key Duties & Responsibilities Complaints Relating To More Than One Service Provider 8 10 Lessons Learned and Changing Practice 8 11 Monitoring and Effectiveness Publicity Media and Reputation Management Parliamentary and Health Service Ombudsman Review 11 Appendix 1 Complaints Procedure 1 Introduction 12 2 Stage 1 Local Resolution Stage 2 Independent Review Complaint Team SOP Complaint Toolkit template Complaints Policy and Procedure / Version 12 / December 2014

5 1. INTRODUCTION Burton Hospitals NHS Foundation Trust COMPLAINTS POLICY AND PROCEDURE 1.1 Burton Hospitals NHS Foundation Trust (the Trust) acknowledges the importance of complaints, concerns and comments. The Trust actively seeks feedback on its services and is dedicated to learn from less positive experiences to improve the experience of patients and visitors to the organisation. Following the second Francis Inquiry Report (January 2013), Sir Robert Francis QC called for regulators to make better use of the information contained in complaints and made a number of recommendations for the Care Quality Commission (Recommendations 38; 39; 40; 121), in addition the Rt Hon Ann Clwyd MP and Professor Tricia Hart undertook a review of the complaints system in 2013 Putting Patients Back in the Picture. These documents have influenced the policy and procedures for complaint handling at Burton Hospitals NHS Foundation Trust to ensure that we provide the most efficient and patient focused service for anyone wishing to raise a complaint. In February 2014 a new complaint handling process was initiated to support divisional ownership of complaints to support learning and service changes/improvements where appropriate. 2. PURPOSE OF THIS POLICY The purpose of the policy is to make sure Trust procedures are fully compliant with the Local Authority, Social Services and NHS Complaints (England) Regulations 2009 meets NHS Litigation Authority (NHSLA) Risk Management Standards for Acute Trusts (RMST) and Care Quality Commission (CQC) Outcome 17 and supports Sections 2a and 3b of the NHS Constitution. The policy explains: a. how patients and/or their carers/representatives can raise concerns and make a complaint b. the responsibilities of staff at Corporate and Divisional level c. the actions required of staff involved in complaints It also offers guidance on good practice at each stage of the process. 3. LEGAL REQUIREMENTS AND OBLIGATIONS 3.1 NHS Regulations The Local Authority, Social Services and NHS Complaints (England) Regulations 2009 details the procedures for the handling of complaints made in relation to NHS bodies and set down the Parliamentary & Health Service Ombudsman s role in respect of NHS complaints. Complaints Policy and Procedure / Version 12 / December

6 The NHS Constitution states that any individual has the right to: Have any complaint they make about the NHS services dealt with efficiently and have it properly investigated Know the outcome of any investigation into their complaint Take their complaint to the independent Health Service Ombudsman if they are not satisfied with the way the NHS has dealt with their complaint Make a claim for judicial review if they think they have been directly affected by an unlawful act of decision of an NHS body Receive compensation where they have been harmed by negligent treatment 3.2 Risk Management Standards for Acute Trusts The current relevant RMSAT for concerns and complaints Standard 2.3: Concerns and Complaints, which states: All organisations must have an approved documented process for listening, responding and improving when patients, their relatives and carers raise concerns and complaints. (NHSLA Risk Management Standards :60). 3.3 Caldicott Principles and the Data Protection Act If a complaint is made by someone other than the patient, the patient s consent must be sought before confidential or sensitive information is released to a third party. If the patient is unable to act, or is deceased, it must be ensured that consent for disclosure is sought from the next of kin. Information collected for monitoring purposes will be anonymised to protect the confidentiality of those involved in complaints. 3.4 Complaints Records Complaint files will be kept for a minimum of 8 years from completion of action in accordance with the Records Management: NHS Code of Practice Part 2 (2 nd Edition) Files relating to returns made to the Department of Health will be closed annually and kept for 6 years following closure. All files will be destroyed at the appropriate time under confidential conditions. 4 POLICY OBJECTIVE AND PRINCIPLES 4.1 The Trust s approach to managing complaints will be to listen and respond to concerns raised by patients and/or their carers/representatives, to learn from their experiences and improve services accordingly. 4.4 The Trust s arrangements for the handling of complaints will ensure that: Complaints are dealt with efficiently Complaints are properly investigated Complaints Policy and Procedure / Version 12 / December

7 Complainants are treated with respect and courtesy Complainants receive, so far as is reasonable practical i. Assistance to enable them to understand the procedure in relation to complaints, or ii. Advice on where they may obtain assistance such as Healthwatch and independent advocacy support e.g. POhWER Complainants will be kept updated on the progress of the investigations and if the response is delayed, complainants will be notified and advised when to expect the response will be completed by. Complainants receive a timely and appropriate response, with an acknowledgement and apology where appropriate for any upset or distress caused. Complainants are told the outcome of the investigation of their complaint and Following completion of the complaint, action is taken if necessary to ensure lessons are learned and to improve the quality of service provided. 4.5 Key Principles To ensure that issues raised are dealt with promptly, fairly and justly with the prime aim of resolving problems to the complainant s satisfaction as soon as possible To promote fairness for staff and complainants alike To ensure that complainants are not discriminated against and that any complaint made does not prejudice the care and treatment provided 5 DEFINITIONS A formal complaint is normally a written expression of dissatisfaction stating the desire to make a formal complaint, although this can also be received verbally. This also includes concerns raised at a local level, which have not been addressed to the satisfaction of the patient/carer/relative/visitor. A formal complaint which is handled by the Complaints Department in line with the Trust s Complaint Policy and in accordance with the NHS Complaints Regulations. This will be acknowledged within 3 working days of receipt. Where possible, it will be agreed with the complainant how they would like the Trust to respond, either with a written response following an investigation or a complaint meeting to discuss in person the outcome of the complaint investigations. A formal written response will be signed by the Chief Executive, or nominated deputy, and sent to the complainant within the agreed time frame offering an explanation, an apology where needed and detailing action taken as a result of the complaint. If a complaint meeting is requested, this will be recorded with the consent of those present at the meeting and copy of the meeting recording will be provided to the complainant and copy retained by the Trust. Any points not addressed at the meeting will be responded to in a manner agreed with the complainant and this may include a written response signed by the Chief Executive or nominated deputy. A PALS enquiry may be a concern or request for information, advice or support which is received by the Patient Advice and Liaison Service. PALS aim to resolve concerns informally by the end of the following working day; however it is acknowledged that they Complaints Policy and Procedure / Version 12 / December

8 may be escalated to the formal process at the discretion of the complainant or the Complaints & PALS Manager if the case is potentially serious. 6 SCOPE OF POLICY 6.1 This policy relates to: A patient; or Any person who is affected by or likely to be affected by the action, omission or decision of the Trust A suitable person acting on behalf of the above persons where that person o Has died o Is a child o Is unable because of physical or mental capacity to make the complaint themselves o Has requested the representative to act on their behalf Any other person as specified by Regulation 5 of the Local Authority, Social Services and NHS Complaints (England) Regulations In the case of the person being affected having died or being deemed as unable due to mental incapacity, a consent form is used to determine the relationship between the complainant/representative and the patient. The complainant/representative must be either a relative or other person who meets the criteria set by the Records Management Policy. People who are detained should be made aware of their entitlement at any stage of the complaints process to contact the Care Quality Commission (CQC) and be helped to do so if necessary. The CQC has the power to investigate complaints in relation to detention under the Mental Health Act (MHA) and can also support and advise detained people through the NHS complaint process, advising them of their rights and responding on their behalf with the Trust 6.2 Complaints excluded from this Policy are those stated in Regulation 8 of the Local Authority, Social Services and NHS Complaints (England) Regulations 2009 and include: A complaint by a responsible body eg local authority, NHS body, primary care provider or independent provider A complaint by an employee of the Trust about any matter relating to that employment A complaint which is made orally and is resolved to the complainant s satisfaction no later than the following working day after the date on which the complaint was made A complaint that has already been investigated under these Regulations or those it supersedes Complaints about private medical care provided by a Consultant outside of their NHS contract Complaints arising from the Trust s alleged failure to comply with a data request under the Data Protection Act 1998 or a request for information under the Freedom of Information Act 2000 Complaints relating to schemes established under sections 10 or 24 of the 1972 Superannuation Act Complaints Policy and Procedure / Version 12 / December

9 If the complainant explicitly indicates in writing an intention to take legal action in respect of the complaint Where a complaint raises issues of a safeguarding nature, these complaints must be passed to the Safeguarding Team for review, should a safeguarding review be instigated, the complaint will be placed on hold until the review has been completed. Complaints being investigated by the Parliamentary &Health Service Ombudsman Where the Complaints Manager, following discussion with the relevant colleagues, decides that a complaint falls within any of the above criteria and that the Trust is not required to consider the complaint further, the complainant will be notified in writing, as soon as is practicable of the decision and the reason for it. 6.3 Time limit for making a complaint A complaint must be made within: 12 months of the date on which the issue occurred; or 12 months of the date on which the complainant became aware of the issue which is the subject of the complaint When a complaint is made after the expiry of the above periods, it may still be investigated at the discretion of the Complaints & PALS Manager following discussion with the appropriate Head of nursing/midwifery if: The complainant had good reasons for not making the complaint within the time period and It is still possible to investigate the complaint effectively and fairly This discretion should be used flexibly and with sensitivity and monitored In any case where the Complaints & PALS Manager decides not to investigate a complaint on the grounds that it has not been made within the time limit, the complainant will be given information about how to request the Parliamentary & Health Service Ombudsman to consider their complaint. 7 SUPPORT FOR COMPLAINANTS Making a complaint can be difficult and stressful, details of specialist advocacy services and other support organisations are available from the Complaints & PALS Team. The Trust s Interpreter Policy advises on sources of support for communicating with people whose first language is not English or have hearing/vision problems. Reasonable adjustments must be made to this policy and the process if this is required for the reason of disability. There must be a culture of openness amongst staff to ensure a non-defensive attitude and approach towards the complainant, ensuring that they are not treated differently by raising a concern or making a complaint. Services will not be withdrawn from a patient because he/she makes a complaint. On rare occasions, where there may be a mutual loss of confidence and trust to the extent that the relationship between the patient and clinician is no longer sustainable, the Trust will ensure Complaints Policy and Procedure / Version 12 / December

10 ongoing treatment and care is provided by alternative means, by referring the patient to another organisation with the agreement of the patient/complainant. Where necessary any persistent or perceived vexatious complainant may be subject to different treatment, which will be determined as per guidance in the Trust s Conflict Resolution Policy. 8 KEY DUTIES & RESPONSIBILITIES 8.1 The Trust Board of Directors The Trust Board is accountable for ensuring that effective controls are in place to support effective complaints management and organisational learning. The Quality Committee will receive monthly Complaints & PALS report which provides details of complaints and concerns received during the period. In addition, quarterly and annual reports are provided by the Complaints & PALS Manager. 8.2 The Chief Executive is responsible for: o Undertaking the role of responsible person as defined in the Regulations, namely o Ensuring compliance with the arrangements made under the Regulations o Together with the Trust Board, Directors and Divisional Senior Management Teams they are responsible for ensuring that lessons are learnt and the standard of care and treatment provided to patients, carers and relatives is improved following the investigation of a complaint. o Collectively responsible for ensuring that this policy is implemented in an effective and timely manner across the organisation 8.3 Director of Nursing The Director of Nursing has board level responsibilities for the Patient Experience agenda, including overall management of the NHS Complaints process. 8.4 The Complaints & PALS Manager is responsible for: The implementation of the Trust s Complaint Policy and Associated Procedures and adherence to good practice Ensuring management of complaints adheres to agreed procedures in accordance with the Trust s Complaint Policy and statuary obligations Providing guidance and support for the management of complaints and PALS enquiries Maintaining documentary records of the handling of each complaint Collating information for Independent Review by the Parliamentary & Health Service Ombudsman when requested Operational monitoring of the effectiveness of the complaints procedures 8.5 Heads of Nursing/Midwifery The Heads of Nursing/Midwifery have responsibility for ensuring the divisions appropriately and proportionately investigate and respond to complaints within Trust agreed timescales. They will ratify complaint investigation toolkits, ensuring the quality of information within the Complaints Policy and Procedure / Version 12 / December

11 toolkit and the investigations undertaken, prior to forwarding to the Complaint Team for drafting. Once the complaint response is prepared, the Heads of Nursing/Midwifery will ratify the final draft in readiness for this being signed by the Chief Executive or nominated deputy. The Head of Nursing/Midwifery or nominated officer will ensure any lessons learnt are fed back to the clinical teams. Overall responsibility of the management and review of these actions will be at the discretion of the Heads of Nursing/Midwifery. 8.6 Investigating Officers (IO s) Each division will have trained IO s who are responsible for undertaking an investigation into the points identified for investigation, coordinating responses, completing the complaint toolkit template and action plan. This will be returned to the Heads of Nursing/Midwifery for a quality check prior to sharing with the Complaints Team in readiness for drafting. The IO will ensure the toolkit is completed within the agreed the timescales set out in the Complaints Standard Operating Policy (SOP). 8.7 The Complaints & PALS Team The Complaints & PALS Team are designated by the Trust to listen and respond to concerns, comments and complaints from patients and their carer s/ representatives. The team has responsibility for acknowledging the complaint and agreeing with the complainant how they wish to proceed with their complaint, either agreeing receipt of a written response or accepting an invitation to meet with senior Trust representatives. The Complaint & PALS Team will support the Heads of Nursing/Midwifery where appropriate and support the agreed SOP s to ensure an efficient complaint handling process is in place at the Trust. 8.8 The Legal Services Team Designated by the Trust to manage issues of Clinical Negligence, Personal Injury Claims and Inquest enquiries. 8.9 Executive Directors, Clinical Directors, Lead Clinicians, Associate Directors, Managers and Matrons are responsible for: Ensuring their staff comply with the Trust s Complaint Policy and associated procedures and that appropriate support and training is provided to enable staff to deal with complaints at a local level where possible. Ensuring PALS literature is available and accessible to patients and staff throughout their area of responsibility. Informing the Complaints & PALS Manager of all written complaints. Ensuring that lessons are learned and appropriate actions are taken as the result of the outcome of complaints. Informing the Complaints & PALS Manager of remedial actions taken and monitoring the effectiveness of those actions. Ensuring that complainants are not discriminated against and that any complaint made does not prejudice the care provided All members of staff are responsible for: Ensuring they act in such a way that prevents complaints and concerns Endeavouring to deal with problems and concerns at local level and resolving issues at the earliest opportunity. Complaints Policy and Procedure / Version 12 / December

12 Escalating issues which they cannot resolve personally to ensure these are responded to and where possible resolved at point of contact Informing their Line Manager of any complaints received. Advising (if appropriate) about the PALS service, who can support patients with information on hospital or other services Assuring patients and their representatives that any complaint/concern raised will not prejudice the treatment and care they receive. Working within the standards and guidelines as specified by the Trust s Complaint Policy and associated procedures. Reviewing their practice as a result of any complaint or concern raised or received. Co-operating with investigations as requested and providing information to the Complaints & PALS team in a timely manner. 9 COMPLAINTS RELATING TO MORE THAN ONE SERVICE PROVIDER WHERE A JOINT RESPONSE IS REQUIRED 9.1 If the complaint involves more than one health and/or social care organisation, there will be full co-operation in seeking to resolve the complaint through each organisation s local complaints procedure. 9.2 It is accepted that the complainant reserves the right to determine how their complaint is handled and whether they wish a joint response to be provided or to receive a separate response from each of the organisations involved. 9.3 It is usual for one Trust to take the lead and coordinate a joint response so that the complainant receives one full written response answering all their concerns and ensuring one point of contact for the complainant. Each Trust will acknowledge the complaint, explaining which organisation will take the lead in responding and collating comments from all parties involved to ensure the complainant receives a comprehensive response which addresses all areas of concern. 10 LESSONS LEARNED AND CHANGING PRACTICE 10.1 Local Learning Remedial action plans will be developed by the Divisions where change and improvement are indicated as a result of complaint investigations. Where changes in practice or service improvements are identified in Divisional reports prior to a response being sent to the complainant, this information will be included as part of the complaint response letter. Such information may include: What action has/will be taken following the complaint What changes in practice have/will be implemented What new guidelines have/will be developed What staff training has/will be implemented Complaints Policy and Procedure / Version 12 / December

13 Following investigation of a complaint, it is the Division s responsibility to identify what measures need to be put in place, monitor completion of any necessary actions and evaluate effectiveness of the action plan Organisational Learning Examples of lessons learned will be included in the Complaints & PALS monthly, and quarterly reports. Divisional management teams can request reports to support them to identify trends in complaints and incidents. Examples of changes to practice will also be included in the Annual Complaints & PALS Report. Learning from complaints may be disseminated to staff through internal Trust publications or internal communication procedures, usually via the Divisions. Where specific issues relate to a Clinical Incident, Health & Safety or Manual Handling concern the appropriate Governance Manager will be informed and an incident form will be requested. Where a complaint relates to an individual member of medical staff, this will be recorded and the information shared with the Medical Director for staff appraisal. 11 MONITORING AND EFFECTIVENESS OF COMPLAINT INVESTIGATIONS, ADHERANCE TO THIS POLICY AND PERFORMANCE 11.1 Complaint investigating and adherence to this policy Heads of Nursing/Midwifery and where appropriate Clinical Directors and Associate Directors will monitor the implementation of this Policy and other associated procedures within their area of responsibility and ensure that all complaints are managed in accordance with the Policy and within the agreed timeframe. Any issues of concern regarding the timeliness of reports will be raised in the first instance with the Governance Leads and subsequently with the Associate Directors and Clinical Director. If any issues are raised by the complainant or others involved in relation to patients and/or their carers being treated differently and/or being disadvantaged as a result of making a complaint these will be dealt with either as an additional issue within the complaint or as a separate complaint, as appropriate. The complaint will be referred to the relevant professional lead(s) to address with the staff involved as per the Trust s performance monitoring and management policies and procedures. Such issues will be documented as discrimination to facilitate monitoring of potential trends Performance Following the recommendations of the Keogh review, key performance indicators (KPI s) for complaints have been agreed Key Performance Indicators 10% reduction in formal complaints received by end March 2015 (baseline Apr 13- Mar 14) 5% reduction in complaints with same theme attitude of staff 5% reduction in complaints with same theme - communication/information Complaints Policy and Procedure / Version 12 / December

14 90% of written complaints responded to within initial timescale agreed with complainant (monthly trajectory to be established 14/15) 100% of complaints acknowledged within 3 days Reduce % of complaints that are reopened In addition the number of PHSO referrals and the number of PHSO referrals upheld will be monitored and benchmarked against other similar sized Trust s following publication of the PHSO s quarterly and yearly report Complaints about acutetrusts Internal Monitoring In order to achieve improvement, the Trust will monitor performance against the agreed KPI s. The Complaints & PALS Manager will monitor the progress of each complaint to ensure timescales are observed and that complainants are kept informed of progress and any potential or actual delays. The Trust s Quality Committee will receive and be asked to monitor Complaints and PALS activity via the reporting mechanisms and compare this against other governance reports to enable efficient governance and scrutiny of Trust services. The monthly Complaints & PALS report will also be shared and discussed at the Trust s monthly Patient Experience Group (PEG) and Quality and Safety group, any issues escalated and actioned as appropriate. Complainant satisfaction questionnaire responses will be reviewed and any issues highlighted actioned to improve complaint handling performance. Complaint procedures and complaint handling may be subject to both internal and external audit and peer review 11.4 External Monitoring Complaints may be monitored by a number of external stakeholders. A copy of Complaint & PALS reports will be made available to the local Clinical Commissioning Group (CCG) following its approval by the Board of Directors. In accordance with the present contract, the CCG will also receive a monthly report indicating the number of complaints and PALS enquiries received, with details of the departments to which the concerns relate and the category under which these have been recorded on the Safeguard database. Additional information relating to trends will be summarised within this report. Any response to questions raised by the CCG, relating to the provision of this report or the contents within, will be coordinated by the Deputy Director Nursing. An Annual Report detailing the handling and consideration of complaints will be made publicly available. Complaints Policy and Procedure / Version 12 / December

15 11.5 Data Collection Formal complaints and PALS enquiries will be recorded on the Ulysses Safeguard database. This information will be used to identify and monitor trends relating to patient experience. 12 PUBLICITY It is important that patients, their representatives, visitors and staff are aware of the Trust s arrangements for handling complaints. PALS leaflets and posters will be available in each department/public area. The PALS leaflet will incorporate a section on how to make a complaint, following which additional written information relating to making a formal complaint will be provided on request to any person contacting the Complaints & PALS office. PALS leaflets are available in Polish and Urdu and other languages can be requested. PALS leaflets are also adapted for those with sight impairment and printed on yellow paper. 13. MEDIA AND REPUTATION MANAGEMENT At any stage of a complaint where a complainant indicates an intention to contact the media, staff will notify the Trust s Communication Team to enable appropriate action to be taken to manage the potential reputational risk to the Trust. 14. PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN (PHSO) Where complainants or their advocates make a complaint and dissatisfied with the outcome and final response, the Trust will endeavour to try and resolve the issues through local resolution; however if this is not possible they will be given clear information on the next steps available to them through the PHSO. When the Complaints & PALS Team are notified of complaints to be investigated by the PHSO, they will inform the relevant Heads of Nursing/Midwifery and those involved in the original complaint. The Deputy Director of Nursing will also be informed. 15. REVIEW This Policy shall be reviewed within three years of its ratification or sooner should legislation / guidance be amended. Complaints Policy and Procedure / Version 12 / December

16 Appendix 1 Burton Hospitals NHS Foundation Trust COMPLAINTS PROCEDURE Introduction There are two distinct parts to the Complaints Procedure: Stage One: Local Resolution by the Trust Stage Two: Independent Review by the Parliamentary & Health Service Ombudsman if the complainant is dissatisfied by Local Resolution 1. Stage One: Local Resolution Every avenue will be explored under local resolution in order to achieve a satisfactory solution to the complaint before the complainant moves to Stage Two: Independent Review. It is important not to introduce delays into system by exceeding agreed stated time limits. The aim will be to process the complaint speedily and thoroughly at all stages. The standard is that complaints are acknowledged within three working days and that a full response is sent from the Chief Executive within 25 working days or the timescale as agreed with the complainant at the outset. First class post will be used for all correspondence with complainants. Exceptionally, special mail delivery may be used. All communication will be marked PRIVATE and CONFIDENTIAL. 1.1 Receipt of complaints Complaints will be treated with consideration and sensitivity whether received verbally or in writing. However, care should be taken to ascertain sufficient detail to allow appropriate response to the issues raised If a verbal complaint is taken, a comprehensive record of the conversation and concerns, along with all relevant details (names, contact details, etc.) must be made. Do not include personal judgements and opinions Local resolution will always be the preferred option. Staff are encouraged to deal with complaints promptly and at source and to involve their Line Manager/Matron/Consultant and the Patient Advice and Liaison Team when support is required. Out of hours staff should contact the on-call Manager/Consultant. Every effort must be made to resolve the situation at the time Where a complainant s concerns are not resolved, advice about how to contact the Trust s Patient Advice and Liaison Service (PALS) Team or the Complaint Team Complaints Policy and Procedure / Version 12 / December

17 will be offered. The Complaint & PALS Team will provide support and advice, including information on the NHS Complaints Process where appropriate. If complainants prefer to make their initial complaint to someone not involved in their care they should be directed to the Complaint & PALS Team. Staff should inform their Line Manager/Matron of any complaint they receive Staff are encouraged to advise the Complaints Office of the receipt of written or unresolved complaints at the earliest opportunity, so that an appropriate letter of acknowledgement can be sent and the complaint dealt with in the most appropriate manner Complaints received directly by Clinicians or Managers should be date stamped on receipt and referred promptly to the Complaints Office for handling in accordance with this policy. 1.2 Support for complainants It is the responsibility of all staff to assure patients and their representatives that any complaint made will not prejudice the treatment and care they receive and to inform people of the support available to help them complain. This information is available in the PALS: We re here to help Leaflet which is provided to complainants with a written acknowledgement of receipt of their complaint. PALS can offer support and advice to both members of the public and staff and are available to provide guidance to people wishing to raise a concern or explore more formal complaint options. The Independent Complaints Advocacy Service (POhWER) can provide complainants with free and confidential advice and support throughout the NHS Complaints Procedure. Communication Support: If complainants have difficulty communicating, or their first language is not English, the Trust has access to communication support services, including interpreting services, to facilitate understanding. To access these services: Refer to your Departmental Communication Resource Pack; or Contact PALS on telephone extension 5284; or Refer to the PALS Intranet Site > Communication Support Contact the Trust s Safeguarding Matron advice on learning disabilities and special needs 1.3 Acknowledgement and record of complaint All complaints received by the PALS and Complaints Department will be reviewed to assess the appropriate course of action. Complaints that may be best treated as a PALS enquiry include: Those complaints requiring instant action to ensure that the immediate health care needs of the patient are being met Requests for information and explanation Those which indicate a need for support and someone to listen Complaints Policy and Procedure / Version 12 / December

18 Those where a meeting with the staff, if this is acceptable to those involved, would be beneficial. Early consideration will be given to this approach Those expressing a wish to be dealt with by PALS Complaints that may be best treated as a Formal Complaint include: Complaints referred by the Independent Complaints Advocacy Service (ICAS) unless PALS involvement is requested by the Case Worker Unresolved PALS enquiries Complaints which indicate the possibility of clinical negligence Complaints relating to serious issues such as alleged: Breaches of confidentiality; Data Protection contravention; Criminal offences and assault Complaints relating to the care and treatment afforded to deceased patients Very complex complaints Complaints which potentially involve compensation and ex gratia payment issues Complainants who become vexatious An express wish to access the Trust s Complaint s Procedure On receipt of a Formal Complaint the Complaints & PALS Department will: Date stamp receipt of the correspondence Ensure that the complaint is made within appropriate time limits and is from a person entitled to make a complaint. Necessary action will be needed if one, or both of these conditions have not been met in order that the complaint can be investigated Give the complaint a File Number and complete an Audit Trail Form. The Complaint File will be kept apart from the patient s health care records Where a complaint is made orally, the PALS and Complaints Coordinators will make a written record and ensure with the complainant that the essence of their issues has been captured. A copy of this record will be sent with an acknowledgement, inviting the complainant to confirm their agreement of the issues recorded and the plan of action proposed. This record will form the basis of the subsequent investigation and should reflect the issues the complainant wants looking into Where the complaint is made in writing or received electronically, the PALS and Complaints Coordinators will attempt to contact the complainant by telephone within three working days to acknowledge receipt of their complaint and to discuss the outcome required. A provisional timeframe within which the investigation into their concerns is to be completed should also be discussed. The complainant will then be sent an acknowledgement with details of what has been agreed verbally. Where it is not possible to contact the complainant by telephone, an acknowledgment will be sent to the complainant, inviting them to make contact with the team to agree a way forward but advising in the meantime the complaint investigations will commence and information on the Trust s response times will be included. Complaints Policy and Procedure / Version 12 / December

19 Enter the complaint onto the Trust s Database Scan the complaint correspondence and to the Heads of Nursing/Midwifery who will allocate an IO and ensure the complaint investigation is commenced within the agreed SOP timescales. Clinical Directors and Associate Directors will be copied into this for information. Relevant staff with responsibility for investigating complaints (IO s) within the Division(s) involved will be notified without delay and responses requested within agreed Complaint Team SOP timescales. Investigating Officers will usually be Divisional Head Nurses, Matrons, Managers and Lead Clinicians or appropriately trained staff. Responsibility for accessing all relevant information sources will be determined by the Heads of Nursing/.Midwifery and IO s. If the issues raised should potentially be considered for either incident reporting or Serious Incident investigations, this will be alerted to the Heads of Nursing/Midwifery and left to their discretion to instigate appropriate alerts to the Clinical Risk Management service. Consent will be obtained by the Complaints Team from the next of kin when the patient is deceased or from the patient where the complainant is a third party The complainant will be advised of the Trust s willingness to investigate the issues raised. They will be requested to ask the patient or, if the patient is unable to act or is deceased, the next of kin, to confirm their consent for disclosure of information to a nominated third party. A consent form will be provided to enable this information to be recorded If authorisation is not received within 25 working days, a reminder will be sent informing the complainant that the complaint will be closed within the next 10 working days if consent is not received The acknowledgement letter will include: o A request for consent to disclosure where appropriate. o Reassurance that any disclosure will be confined to that which is relevant to investigation of the complaint and only disclosed to those people who have a demonstrable need to know it for the purpose of investigating the complaint o Confirmation of a meeting if appropriate at this stage o A brief summary or questions which will be answered as agreed with the complainant or a summary of the complaint issues if this has been given verbally for approval. o A copy of POhWER leaflet/information explaining the right to assistance from POhWER o A copy of the PALS Leaflet Meetings will always be offered in the first instance as it is felt this is often a more constructive way for the Trust to respond to the concerns raised. This approach will be suggested, but will be left to the discretion of the complainant. If a written response is requested, the opportunity to meet will be available throughout the complaint process and can be offered if there are any outstanding issues following receipt of a written response. The complainant is able to invite a friend, relative or advocate to any meeting arranged Complaints Policy and Procedure / Version 12 / December

20 Complaint meetings will be facilitated by a member of the Complaints & PALs Team. The meeting will be recorded and a copy of the recording provided to the complainant either after the meeting or sent by special delivery through the post. Additional copies of the meeting recording can be requested by the complainant. A copy of the meeting recording will be kept also in the complaint record. If a meeting is declined, or otherwise felt to be not appropriate, the Complaints & PALS team will ensure the complaint investigation process is undertaken as agreed within the Complaint Team SOP s Delays to responses, any toolkits not received within the specified timeframe will be requested as a matter of urgency. Any issues of concern regarding the timeliness of receipt of completed toolkits will be raised in the first instance with the Heads of Nursing. Following this escalation of any delays will be in line with the agreed Complaint Team SOP s. Complainants will be kept informed of progress or reasons for delay and, where necessary, interim replies or holding letters will be sent within 25 working days of receipt of the complaint 1.4 Investigation After alerting the complaint to the Heads of Nursing/Midwifery an investigation of the issues will be undertaken by the designated IO following the guidance within the Complaint Toolkit template, this could include statements, notes from interviews with staff and review of appropriate documentation i.e. health records, HISS notes. All information relevant to investigation will be returned with the completed Complaint Toolkit template following sign off by the Heads of Nursing/Midwifery and returned to the Complaints & PALS team and kept in the complaint file. All investigations should be conducted in a manner supportive to those involved and take place in a blame free atmosphere. Investigation should not be adversarial and must uphold the principles of fairness and consistency. The investigation of complaints within Divisions is the responsibility of the Heads of Nursing/Midwifery or whoever they nominate to undertake the investigation. IO s identified to undertake a complaint investigation, will ensure the complaint is read carefully and the points for investigation are responded to thoroughly. If the IO feels the complaint falls outside their area of expertise, they should raise this directly with the Heads of Nursing/Midwifery who may decide to allocate another IO or offer support themselves or from other staff as appropriate. Where a delay is likely this should be highlighted as soon as possible to the Heads of Nursing/Midwifery and the Complaints & PALS team to avoid any delays in the final complaint response. In formulating a comprehensive response it may be necessary to Examine relevant documents, including both electronic and paper records, Senior staff required to provide a response may also need to Interview and/or obtain statements from junior staff. Complaints Policy and Procedure / Version 12 / December

21 They may also be required to: Provide an opinion as to whether the actions of staff members involved were reasonable. Reach a conclusion as to the validity of the complaint and ensure a response to each element It is recommended as good practice that where staff are interviewed, written notes should be made. A brief account of questions and answers should be kept as evidence may be required at a later stage by the Parliamentary & Health Service Ombudsman. Written statements should always be taken from staff where the complaint alleges or identifies professional misconduct, negligence, or that Trust Policies have been breached. The Complaints & PALS Manager and/or Investigating Officers may request any information and documentation necessary to enable the complaint to be considered properly. If during course of investigation it becomes apparent a clinical incident has occurred the IO must complete a Clinical Incident Form and forward this to the Trust s Risk Manager. Where the Complaints & PALS Manager considers a Clinical Incident has occurred, and a Form has not been completed, they will inform the relevant Head of Nursing/Midwifery and alert the Clinical Risk Manager. If, when dealing with a complaint, the Complaints & PALS Department identify issues that may have a fraudulent nature, the Complaints & PALS Manager will contact the Trust s nominated Local Counter Fraud Specialist. Sometimes a complaint will warrant investigation by a third party, especially where serious issues are alleged or identified. The Complaints & PALS Manager will discuss such complaints with the Director of Governance and relevant Head of Nursing/Midwifery, Associate Director/Clinical Director. 1.5 The response The Complaints & PALS Manager/Deputy Complaints & PALS Manager is responsible for preparing written responses to the complainant. On receipt of the completed complaint toolkit template from the Head Nurse, the Complaints & PALS Manager/Deputy will review the results of the investigation, request further information as necessary and compile a draft response letter. The draft response letter will be ed for checking and clarification of any details to the IO and cc d to the relevant Heads of Nursing/Midwifery. Appropriate amendments where necessary/agreed, will be made. Where a relevant person is unable to comment due to leave or unavailability, and this will potentially delay the response, the relevant Head Nurse will identify a member of staff from within the Division to provide any additional information. Once completed, the final response draft will be sent to the Head Nurse or nominated deputy for ratification and approval of the final response. Once complete, a response will be prepared for signature by the Chief Executive or nominated deputy on Trust headed paper. Complaints Policy and Procedure / Version 12 / December

22 The response will be sent to the complainant within 25 working days or the mutually agreed timeframe beginning on the date on which the complaint was received or as soon as is reasonably practicable. The response will: Thank the complainant for expressing their concerns Be empathetic in tone Comply with the Trust s Health care Information Guidelines Be written in Plain English and avoid jargon Explain any clinical terminology or technical terms used, and be expressed in terms that a non clinical person is able to understand Summarise the nature and substance of the complaint Describe the investigation Address all the issues raised honestly Detail any actions taken, including any appropriate managerial and/or remedial action taken or recommended, or explanation of why no action is appropriate Summarise conclusions Express regrets or apologise as appropriate, and be conciliatory in tone Include further options if complainants remain dissatisfied with the Trust s investigation and response, or have further questions. Complainants will be invited to contact the Chief Executive and may be offered a meeting with the staff involved in their complaint Remind the complainant of the support available from ICAS Inform the complainant of their right to have their complaint considered by the Parliamentary & Health Service Ombudsman If a complainant remains dissatisfied with the Trust s investigation and response, the Complaints & PALS Manager may: Initiate further investigation if supplementary questions are raised. Whilst there is no set time limit for second responses related to a complaint, the Trust will aim to acknowledge further concerns within three working days and to provide further responses within 25 days of the subsequent complaint being received or as agreed with the complainant (dependent on the complexity of the issues needing to be addressed) Offer a meeting to discuss concerns. Complaints & PALS Department staff will accompany staff during any meetings. A recording of the meeting along with any additional information will be sent to the complainant from the Chief Executive within 10 working days. The processes described in 1.1 to 1.5 will be applied to further acknowledgement, investigation and responses. Complaint Meetings The Head Nurse will advise who should be in attendance at a complaint meeting; this will be advised to the complainant when the meeting arrangements are confirmed. Anyone asked to attend a complaint meeting will be expected to have made sufficient preparation for the meeting, including a review of their involvement in the case, if appropriate reviewed Complaints Policy and Procedure / Version 12 / December

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

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

Complaints Policy. Complaints Policy. Page 1

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

More information

Contents. 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

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

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

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 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 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

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

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

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

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

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

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

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

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

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

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

More information

COMPLAINTS 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

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

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

CAUTION: You must refer to the intranet for the most recent version of this policy. Complaints Policy. General. General. Complaint, issue.

CAUTION: You must refer to the intranet for the most recent version of this policy. Complaints Policy. General. General. Complaint, issue. Complaints Policy SharePoint location Clinical Policies and Guidelines SharePoint Index Directory General Sub Area General Key words (for search purposes) Complaint, issue Central Index No 0138 v3 Endorsing

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 Complaints Handling: Briefing Note. The standard NHS complaints procedure can be used for most complaints about NHS services.

NHS Complaints Handling: Briefing Note. The standard NHS complaints procedure can be used for most complaints about NHS services. APPENDIX 1 NHS Complaints Handling: Briefing Note NHS Complaints Procedure The standard NHS complaints procedure can be used for most complaints about NHS services. The legislation governing the NHS complaints

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

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

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

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

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

More information

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

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

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

More information

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

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

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

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

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

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

INCLUDING THE PROCEDURE FOR HANDLING, EVALUATING AND RESPONDING TO COMPLAINTS

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

More information

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 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

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 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

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

Responding to Feedback Policy -

Responding to Feedback Policy - - Management of Complaints, Claims, Concerns and Compliments Job Title of Author Approved by Ratified By Ratification Date Version 4.0 Issue Date Review Date April 2018 Target Audience All staff Complaints

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

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, CONCERNS, COMMENTS & COMPLIMENTS POLICY AND PROCEDURE

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

More information

Complaints. It is also important to learn from complaints in order to prevent or minimise the risk of similar problems happening again.

Complaints. It is also important to learn from complaints in order to prevent or minimise the risk of similar problems happening again. 6 Complaints Even the most careful and competent dental professional is likely to receive a complaint about the quality of the service, care or treatment they have provided, at some point in their career.

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 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

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

CO02: COMPLAINTS POLICY AND PROCEDURE

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

More information

COMPLAINTS POLICY. Complaints Policy. Version: Version 2.0. Date of approval: 20 November 2013. Policy version 1.0 October 2011.

COMPLAINTS POLICY. Complaints Policy. Version: Version 2.0. Date of approval: 20 November 2013. Policy version 1.0 October 2011. COMPLAINTS POLICY Policy Title Version: Version 2.0 Approved by: Leeds Teaching Hospitals NHS Trust Complaints Policy. Trust Board. Date of approval: 20 November 2013 Policy supersedes: Lead Board Director:

More information

HANDLING COMPLAINTS POLICY & PROCEDURE

HANDLING COMPLAINTS POLICY & PROCEDURE HANDLING COMPLAINTS POLICY & PROCEDURE This policy can be made available in other formats and languages upon request to the PALS office on 01708 435454 Content includes: Principles of Complaints Management

More information

Policy for handling concerns and complaints

Policy for handling concerns and complaints Policy for handling concerns and complaints Version: 10.0 Authorisation Committee: Date of Authorisation: 16 October 2014 Ratification Committee: Date of Ratification 16 October 2014 Signature of ratifying

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

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

DOCUMENT CONTROL PAGE. Summary of amendments: See Summary of Amendments Page 2

DOCUMENT CONTROL PAGE. Summary of amendments: See Summary of Amendments Page 2 DOCUMENT CONTROL PAGE Title: Complaints, Concerns and Compliments Policy Version: Draft 0.11 January 2016 Reference Number: Supersedes: Version 5.1 Interim Complaints Policy Date: January 2016 Notified

More information

Policy for the Management, Investigation and Resolution of Complaints

Policy for the Management, Investigation and Resolution of Complaints Policy for the Management, Investigation and Resolution of Complaints Version 5.2 Approved Date Date Ratified 4th November 2013 Ratified by Chairman s action on behalf of the Policy Group Review Date 5

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

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

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

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

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

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

Gloucestershire Hospitals

Gloucestershire Hospitals Gloucestershire Hospitals NHS Foundation Trust TRUST POLICY In the case of hard copies of this policy the content can only be assured to be accurate on the date of issue marked on the document. The Policy

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 and COMPLIMENTS POLICY 2015-2016

COMPLAINTS, CONCERNS and COMPLIMENTS POLICY 2015-2016 COMPLAINTS, CONCERNS and COMPLIMENTS POLICY 2015-2016 V 2.1 August 2015 Version: 2.1 Ratified by: CCG Governing Body Date ratified: 8 th September 2015 Name of originator/author: Name of lead: Date issued/published:

More information

CARE QUALITY COMMISSION -ESSENTIAL STANDARDS OF QUALITY AND SAFETY

CARE QUALITY COMMISSION -ESSENTIAL STANDARDS OF QUALITY AND SAFETY CARE QUALITY COMMISSION -ESSENTIAL STANDARDS OF QUALITY AND SAFETY Outcome 17- Regulation 19 Complaints Self Assessment of Compliance August 2010 CQC 17A 17A(1) Evidence of compliance / People who use

More information

COMPLAINTS PROCEDURAL GUIDELINES

COMPLAINTS PROCEDURAL GUIDELINES COMPLAINTS PROCEDURAL GUIDELINES POLICY/PROCEDURE NUMBER: CPG2 VERSION NUMBER: 4 AUTHOR: Pam Madison Head of Complaints & Customer Service Improvement CONSULTATION GROUPS: Complaints Review Group, Service

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

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

Complaints Policy and Procedure

Complaints Policy and Procedure Complaints Policy and Procedure To whom this document applies: All staff Procedural Documents Approval Committee Issue Date: Before 2002 Version 1 and 2 Document reference: 029 Date(s) reviewed: July 2002

More information

Report to: Public Trust Board Agenda item: 11 Date of Meeting: 18 December 2013

Report to: Public Trust Board Agenda item: 11 Date of Meeting: 18 December 2013 Report to: Public Trust Board Agenda item: 11 Date of Meeting: 18 December 2013 Title of Report: Status: Board Sponsor: Authors: Appendices Complaints Report For Approval Helen Blanchard, Director of Nursing

More information

FACS Community Complaints Guidelines for Ageing and Disability Direct Services

FACS Community Complaints Guidelines for Ageing and Disability Direct Services FACS Community Complaints Guidelines for Ageing and Disability Direct Services Summary: This is designed to guide FACS staff when handling community complaints and is an extension of the FACS Community

More information

Fairness at Work (Grievance Policy & Procedure)

Fairness at Work (Grievance Policy & Procedure) Fairness at Work (Grievance Policy & Procedure) Publication Scheme Y/N Department of Origin Policy Holder Author Related Documents Can be Published on Force Website HR Operations Head of HR Operations

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

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

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

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 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

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

Concern / Complaints Flowchart

Concern / Complaints Flowchart Concern / Complaints Flowchart INFORMAL CONCERN (usually verbal) A concern can be made to any member of staff or the Patient Advice and Liaison Service Staff/PALS will try to resolve the issue within 1

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

MAKING EXPERIENCES COUNT POLICY

MAKING EXPERIENCES COUNT POLICY MAKING EXPERIENCES COUNT POLICY COMPLAINTS AND PALS Version: 3.0.0 Approved by: Participation & Patient Experience Committee Date Approved: 20 June 2013 Ratified by: Policy Review Group Date ratified:

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

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 Policy. Version: 1. Approved by group/committee and Date: Quality and Governance Committee September 2014

Complaints Policy. Version: 1. Approved by group/committee and Date: Quality and Governance Committee September 2014 Complaints Policy Version: 1 Status: Title of originator/author: Name of responsible director: Approved by group/committee and Date: Effective date of issue: (1 month after approval date) Approved Senior

More information

Policy on the Effective Handling of Complaints and Concerns (including the Procedural Guidance for Staff on Handling Complaints and Concerns

Policy on the Effective Handling of Complaints and Concerns (including the Procedural Guidance for Staff on Handling Complaints and Concerns Policy on the Effective Handling of Complaints and Concerns (including the Procedural Guidance for Staff on Handling Complaints and Concerns Version Number: V10.1 Name of originator/author: Head of PALS,

More information

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

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

More information

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

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

Complaints Policy and Procedure

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

More information

COMPLAINTS POLICY. 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

Complaints Policy and Procedures

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

More information

Northumberland Clinical Commissioning Group Complaints Policy and Procedure

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

More information

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 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

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

Title: Norfolk and Suffolk NHS Foundation Trust Q42: Complaints Procedure. Version 03 Page 1 of 20

Title: Norfolk and Suffolk NHS Foundation Trust Q42: Complaints Procedure. Version 03 Page 1 of 20 Title: Complaints Procedure Outcome Statement: Staff will follow Trust procedures for investigating and responding to complaints Written By: Michael Lozano, Patient Safety & Complaints Lead Reviewed by:

More information

Changes throughout in relation to processes

Changes throughout in relation to processes Policy and Procedure for the Management of Complaints State whether the document is: State Document Type: Trust wide Business Group Local Policy Standard Operating Procedure Guideline Protocol APPROVAL

More information