Replacement. Supersedes: Complaints Procedure ( ) and the Patient Advice and Liaison Service Policy ( )

Size: px
Start display at page:

Download "Replacement. Supersedes: Complaints Procedure ( ) and the Patient Advice and Liaison Service Policy ( )"

Transcription

1 Corporate Complaints: Standard Operating Procedure Document Control Summary Status: Replacement. Supersedes: Complaints Procedure ( ) and the Patient Advice and Liaison Service Policy ( ) Version: v1.2 Date: Paula Johnson - Customer Services Manager Author/Title: Alison Bussey - Chief Operating Officer/Director of Nursing Owner/Title: Approved by: Policy and Procedures Committee Date: 19/11/2015 Ratified: Policy and Procedures Committee Date: 19/11/2015 Implementation Date: November 2015 Review Date: November 2018 Complaints, concerns, information requests, compliments, Key Words: suggestions; PALS Associated Policy or Standard Operating Procedures Complaints and PALS Policy Contents Part One 1.1 Thinking about Making a Complaint Making a Complaint Mental Health Act 1983 as Amended Service User and Carer Complaint Process Complaints at Source (Local) Serious Complaints (Formal) Outcome of Complaint Learning from Complaints...11 Part Two 2.1 Joint Complaint (Multiagency) Compliments Persistent Complainants Litigation Independent Review MP Letters Investigations Outside of the Complaints Procedure Coroner Service Users too Unwell to Receive a Response.16

2 Change Control Amendment History Version Dates Amendments v1.0 01/11/2015 SOP created v1.1 02/12/2015 Duty of Candour details added. v1.2 04/12/2015 Page 15 of SOP time given to appeal for Independent review amended from 6 to 12 months. Part One 1.1 Thinking about making a complaint There are many ways in which people can raise their comments, concerns or complaints with us. If someone wants to make a complaint, we need to know: What happened? Who was involved? When? Where? Why they were unhappy? Staff should encourage service users, carers and relatives to tell us what they would like us to do to put things right. This could be an apology or action to prevent the same mistake from happening again. Support Tools NHS Complaints Advocacy in Shropshire, Telford and Wrekin (POhWER) ohwer-nhs-complaints-advocacy-leaflet-shropshire-telford-and-wrekin-july-2014.pdf NHS Complaints Advocacy in Staffordshire (Healthwatch) and for details of advocacy organisations throughout England, Asist Shropshire Independent Advocacy Service (SIAS) Are You Satisfied? We re Here to Help leaflet available in all Are You Satisfied? We re Here to Help Poster available in all Are You Satisfied We re Here to Help? (easy read leaflet) available in all Appointment Cards available from Customer Services Department Freephone Our Complaints Process Explained Associate Document Making a Complaint Time Limitation for Complaints Complaints should be made within 12 months of the incident or of becoming aware of the incident that give rise to the complaint. Page 2 of 17

3 Where the complaint is made after the 12 month time limitation, discretion may be used by the Executive Director/Chief Executive to accept the complaint where it is considered to be sufficiently serious or where there were reasonable grounds for the delay and it is still possible to investigate fairly and effectively despite the delay. Support for Complainants Complainants will be signposted to independent complaints advocacy support when making a complaint and relevant information leaflets on advocacy services will be included within the acknowledgement letter. Complainants will be given support to overcome any communication or other difficulties to enable them to make a complaint eg provision of interpreters. Further information can be found in the Policy for Interpretation and Translation Services on the Trust s intranet, the Trust s website or follow this link: Consent When a complaint is made on behalf of a service user, or by a carer, and it is necessary to share patient sensitive information, it will usually be necessary to obtain the service user s written consent before a response can be made and this should be obtained where capacity is not in question. Where the service user who has died or who does not have capacity to give consent, the representative must be a relative or other person who had or has sufficient interest in the welfare of the service user and is a suitable person to act as a representative including any person with enduring power of attorney. Consideration should also be given to the use of the Mental Capacity Act and prior to a decision being made; advice from the Caldicott Guardian should be sought. Where the person is not a suitable representative they will be written to outlining the limitations of the information that can be shared. In the case of a child, the representative must be a parent, guardian or other adult who has care of the child. Where the child is in the care of a local authority (LA) or voluntary organisation (VO) the representative must be a person authorised by the LA or VO. If a child is over the age of 12 years, the clinical view of the professional should be sought in relation to capacity and if it is felt that it is appropriate, Section 2 of the consent form should be completed and signed. If an MP representing a constituent, who is acting on behalf of a service user, then consent must be obtained from the service user. Information must not, under any circumstances, be disclosed without the permission of the service user. If the MP has obtained this consent, then the MP: must provide evidence of this. Where more than one organisation (health or social care) is involved in a complaint, the Trust will ensure consent is obtained from the complainant prior to involving other organisations. Page 3 of 17

4 1.3 Mental Health Act 1983 as Amended 2007 Complaints relating to the provision of care and treatment, prior to, during and after the period of detention, should be investigated in line with this guidance. Complaints relating to the appropriateness of detention under the Mental Health Act 1983, i.e. service users expressing disagreement with their detention and wish to be released from Section, should be asked to apply for a Mental Health Act Hospital Manager s Review or Mental Health Act Tribunal. Support Tools Template acknowledgement letter Associate Document 2 Template consent form: Adults Associate Document 3 Template consent form: Children Over 12 Years Associate Document 3a Complaint Investigation Plan I Drive, Customer Services, Standard Documentation NHS Complaints Advocacy in Shropshire, Telford and Wrekin (POhWER) ohwer-nhs-complaints-advocacy-leaflet-shropshire-telford-and-wrekin-july-2014.pdf NHS Complaints Advocacy in Staffordshire (Healthwatch) and for details of advocacy organisations throughout England, Asist Shropshire Independent Advocacy Service (SIAS) Are You Satisfied? We re Here to Help leaflet available in all Are You Satisfied We re Here to Help? (easy read leaflet) available in all Are You Satisfied? We re Here to Help Poster available in all Our Complaints Process Explained Associate Document 1 Page 4 of 17

5 1.4 Service User and Carer Complaint Process (all verbal and written complaints/concerns) Complaints SOP/November 2015 If you receive a complaint directly into your service/ ward/team If you receive a complaint in Customer Services or via an Executive Director/Chief Executive Determine the seriousness of the complaint in consultation with Customer Services The complaint is deemed serious if relates to one of the following: safeguarding, possible litigation, damage to Trust s reputation, breach of confidentiality, serious allegation against a staff member, reopened complaint or serious incident, Duty of Candour issue. If serious, bring to the immediate attention of the Customer Services Team and inform your direct line manager. Determine the seriousness of the complaint The complaint is deemed serious if relates to one of the following: safeguarding, possible litigation, damage to Trust s reputation, breach of confidentiality, serious allegation against a staff member, reopened complaint or serious incident, Duty of Candour issue. If serious, formal complaints process will be invoked. If the complaint can be resolved at ward/team level, Customer Services will contact the relevant manager for local resolution. All serious complaints will need to be co-ordinated by Customer Services and signed off by an Executive Director/Chief Executive All serious complaints will need to be co-ordinated by Customer Services and signed off by an Executive Director/Chief Executive Try to resolve the complaint within 3 working days or sooner Inform Customer Services on sssft.customerservices@nhs.net of receipt of complaint and forward supporting documentation Manager of service/ward/team telephones the complainant to acknowledge receipt of complaint, agree the boundaries of the complaint and how the complainant would like to receive the response. Try to resolve. If unable to contact complainant by telephone, acknowledgement must be done, in writing, within three working days of date of receipt. Customer Services will Risk assess the complaint and if SI/ Duty of Candour issue, liaise with Risk Management Determine if multiagency approach required Acknowledge receipt within three working days following date of receipt and include details of advocacy and PHSO. Obtain consent if required Appoint an investigating officer from rota and prepare relevant documentation Make an entry on Safeguard database and monitor completion of investigation to conclusion. Complaint resolved within 3 working days of receipt Make a note on progress notes/service user record if clinically relevant Respond to the complainant on the outcome of their complaint in the format agreed at the outset. Manager formally notifies Customer Services on sssft.customerservices@nhs.net of the complaint, date of receipt, details of response and any learning. Customer Services makes contact with complainant within 5 days to confirm satisfaction and makes entry on customer services database. Manager to ensure that all learning is shared and actions completed. File of evidence to be kept for future reference. Customer Services will Review and quality assure response Arrange sign off by Executive Director/Chief Executive. Send out complaint response with details of action agreed, with copies to team manager and immediate manager. Send copies of any complaint where third party consent is not received or withdrawn, to the relevant Directorate for learning purposes. Update Safeguard database. Complaint not resolved within 3 working days of receipt As soon as the complaint exceeds the 3 working days resolution target: Agree suitable timescales for completion with complainant (within 10 working days). Update/notify Customer Services by (address as above) Continue local resolution of complaint. Respond to the complainant on the outcome of their complaint in the format agreed at the outset. Update/notify Customer Services by (address above) of Page 5 of 17 outcome and learning. Manager to ensure that all learning is shared and actions completed. File of evidence to be kept for future reference.

6 1.5 Complaints at Source (Local) Wherever possible, straightforward complaints should be dealt with by staff at source and this can usually be done by the person to whom the complaint is directed. Dealing with issues effectively, and as early as possible, can often prevent them escalating into more serious complaints. Complaints received by Customer Services, that can be dealt with locally, will be forwarded to the relevant ward/team manager for resolution. Determine the seriousness of the complaint in consultation with Customer Services The complaint is deemed serious if it relates to one of the following: safeguarding, possible litigation, damage to Trust s reputation, breach of confidentiality, serious allegation against a staff member, reopened complaint or serious incident/ Duty of Candour issue. If serious, bring to the immediate attention of the Customer Services Team and inform your direct line manager. All serious complaints will need to be co-ordinated by Customer Services and signed off by an Executive Director/Chief Executive Where a complainant alleges serious misconduct or criminal offence, including physical/sexual abuse, this will be a formal complaint. It must immediately be reported as an incident, bought to the attention of the relevant Manager and investigated in accordance with the Trust s Safeguarding Policy. Try to resolve the complaint within 3 working days or sooner Inform Customer Services on sssft.customerservices@nhs.net of receipt of complaint and forward supporting documentation. Manager of service/ward/team telephones the complainant to acknowledge receipt of complaint, agree the boundaries of the complaint and how the complainant would like to receive the response. Try to resolve. If unable to contact complainant by telephone, acknowledgement must be done, in writing, within three working days of date of receipt. Complaint resolved within 3 working days of receipt Make a note on progress notes/service user record if clinically relevant Respond to the complainant on the outcome of their complaint in the format agreed at the outset. Manager formally notifies Customer Services on sssft.customerservices@nhs.net of the complaint, date of receipt, details of response and any learning. Customer Services makes contact with complainant within 5 days to confirm satisfaction and makes entry on Customer Services database. Manager to ensure that all learning is shared and actions completed. File of evidence to be kept for future reference. Once the complaint has been completed, it is important that the Manager shares the complaint and resultant learning with staff in team meetings. This is to ensure everyone has an opportunity to reflect on what has been done well and what needs to be improved. All actions, if not undertaken immediately, must be completed within three months and evidence retained for future reference. Complaint not resolved within 3 working days of receipt As soon as the complaint exceeds the 3 working days resolution target: Agree suitable timescales for completion with complainant (resolution must be within 10 working days) Update/notify Customer Services by (sssft.customerservices@nhs.net) Continue local resolution of complaint. Respond to the complainant on the outcome of their complaint in the format agreed at the outset. Update/notify Customer Services by (address above) of outcome and learning. Manager to ensure that all learning is shared and actions completed. File of evidence to be kept for future reference. Page 6 of 17

7 Where the complaint is not resolved within 3 working days, the service/ward manager (for locally received complaints) will contact the complainant immediately and agree a timescale for resolution (no later than 10 working days). The service/ward manager will update the Customer Services Department on progress. Service/ward manager will ensure that the learning from the complaint is shared with staff, actions completed and evidence retained for future reference. If complaint is not resolved within 10 working days, Customer Services will escalate the complaint to relevant Head of Mental Health Services or Service Manager. Support Tools Trust s Safeguarding Policy Draft concluding letter on I drive, Customer Services, Standard Documents NHS Complaints Advocacy in Shropshire, Telford and Wrekin (POhWER) wer-nhs-complaints-advocacy-leaflet-shropshire-telford-and-wrekin-july-2014.pdf NHS Complaints Advocacy in Staffordshire (Healthwatch) and for details of advocacy organisations throughout England, Asist Shropshire Independent Advocacy Service (SIAS) Are You Satisfied? We re Here to Help leaflet available in all Are You Satisfied We re Here to Help? (easy read leaflet) available in all Are You Satisfied? We re Here to Help Poster available in all Page 7 of 17

8 1.6 Serious Complaints (Formal) Determine the seriousness of the complaint The complaint is deemed serious if relates to one of the following: safeguarding, possible litigation, damage to Trust s reputation, breach of confidentiality, serious allegation against a staff member, reopened complaint or serious incident. If serious, formal complaints process will be invoked. If the complaint can be resolved at ward/team level, Customer Services will contact the relevant manager for local resolution. All serious complaints will need to be co-ordinated by Customer Services and signed off by an Executive Director/Chief Executive Customer Services will Risk assess the complaint and if SI liaise with Risk Management Determine if multiagency approach required Acknowledge receipt within three working days following date of receipt, including details of advocacy and PHSO Obtain consent if required. Appoint an investigating officer from rota and prepare relevant documentation Make an entry on Safeguard database and monitors completion of investigation to conclusion. Investigation Process In order to ensure that the Trust responds fully to the concerns raised, it is important for those investigating the complaint to speak or meet with the complainant. This initial contact should be made within 24 hours of the Investigating Officer being appointed. The purpose of this contact will be to arrange for a time when it is convenient for a discussion to take place with the complainant, regarding the nature of their complaint. This will enable the complainant to discuss their concerns and for the Trust to provide assurance that the Trust is taking their complaint seriously. The Investigating Officer must also ensure: Complete the Complaint Investigation Plan contemporaneously, including final risk rating. Check on RiO any identified patients risks. Immediately following arranged discussion, ensure that a letter confirming the nature of the complaint issues to be investigated and timescale for conclusion (25 working days from the date of agreeing the investigation issues), method of agreed feedback, is forwarded to the complainant, ensuring that a copy is inserted on the I drive. Customer Services should also be informed that this discussion has taken place and letter has been sent. Review health records, Trust policies, NICE guidance etc. Identify individuals to be interviewed/contacted in relation to the complaint. Telephone or face to face interviews with staff members need to be conducted according to the severity of the complaint. Signed and dated statements are obtained or a full record of the interview is prepared and agreed with the individual. All interviews must be conducted with sensitivity and staff should be offered support throughout the process, e.g. immediate manager, Team Prevent. Obtain independent clinical advice if appropriate, by liaising with Customer Services. Draft a response letter, based on the template contained within the Complaint Investigation Plan, and submit to the Customer Services Department, ten working days prior to the agreed date. This draft letter will also include recommendations which should be shared and agreed with the relevant service/ward manager prior to submission. Page 8 of 17

9 Support The Trust acknowledges that being involved in a complaint can be a stressful experience for service users, carers, members of the public and staff. The member of staff s Line Manager is responsible for ensuring that support is given at the time of the event or at a later date if it becomes apparent that additional support is required. Any member of staff experiencing difficulties can be referred to Team Prevent. Please see the Trust s Stress Management Policy for further information. Information on Advocacy services for complainants will be provided at the acknowledgement stage by Customer Services. Support Tools Investigating Officer Rota (Updated regularly and obtainable on I Drive) Complaint Investigation Plan Associate Document 4 Acknowledgement Letter Template Associate Document 2 Our Complaints Process Explained leaflet Associate Document 1 Trust s Stress Management Policy human-resources/242-stress-managementpolicy?highlight=wyjzdhjlc3milcjtyw5hz2vtzw50iiwibwfuywdlbwvudccilcinbwfu YWdlbWVudCIsInN0cmVzcyBtYW5hZ2VtZW50Il0 NHS Complaints Advocacy in Shropshire, Telford and Wrekin (POhWER) wer-nhs-complaints-advocacy-leaflet-shropshire-telford-and-wrekin-july-2014.pdf NHS Complaints Advocacy in Staffordshire (Healthwatch) and for details of advocacy organisations throughout England, Asist Shropshire Independent Advocacy Service (SIAS) Are You Satisfied? We re Here to Help leaflet available in all Are You Satisfied We re Here to Help? (easy read leaflet) available in all Are You Satisfied? We re Here to Help Poster available in all Letter confirming complaint issues, timescales etc. Associate Document 6 Page 9 of 17

10 1.7 Outcome of Complaint Customer Services will Review and quality assure response Arrange sign off by Executive Director/Chief Executive. Send out complaint response with details of action agreed, with copies to team manager and immediate manager. Send copies of any complaint where third party consent is not received or withdrawn, to the relevant Directorate for learning purposes. Update Safeguard database. Following investigation into the complaint, the Investigating Officer will draft a response, based on the Trust s template, which is embedded within the Complaint Investigation Plan, for agreement by all relevant staff and other agencies involved in the complaint. If multiagency, Customer Services will act as the liaison point with the partner agencies and will communicate with the Investigating Officer accordingly. If a verbal response has been requested, a report, based on the letter template, will be prepared and submitted as part of the Complaint Investigation Plan. Arrangements to meet with the complainant should be made by the Investigating Officer and Customer Services kept informed thereof and the outcome. The written response will: Be clear, accurate, balanced, simple, fair and easy to understand. Summarise the investigation s findings providing clarity and explanation where required. Provide information relating to names of staff interviewed and any guidance considered Acknowledge the complainant s experience and provide an apology where appropriate to do so. Include a response to all the points raised in the original complaint by offering a full and honest explanation. Avoid technical terms, but where they are used that these are explained in full. Include an outcome, or explanation of actions being taken within the service and give assurances that lessons have been learnt. Draft should be placed on the I drive and notification to Customer Services, by , to sssft.customerservices@nhs.net alerting them of this action Customer Services to quality assure and send to Executive Director/Chief Executive for signature Leaflet regarding the option to request consideration of an independent review of the complaint by the Parliamentary and Health Service Ombudsman will be enclosed with the concluding letter. All correspondence should be marked Private and Confidential and sent using first class post with a safe haven label on the envelope. All letters will be copied to the relevant service/ward manager to ensure any learning is shared with the Team and actions identified, as a result of the complaint, are taken forward with a timescale of three months. Complaint letters or responses should not be filed in the service user s integrated health and social care clinical record (RiO). This includes any reference to the complaint if not clinically appropriate. Page 10 of 17

11 Support Tools Complaint Investigation Plan Associate Document 4 Final response template embedded within Complaint Investigation Plan Associate Document 5 Parliamentary and Health Service Ombudsman Leaflet data/assets/pdf_file/0003/1011/final_what-to-do-ifyour-unhappy-with-the-nhs-a5-leaflet-2.pdf 1.8 Learning from Complaints It is vital that the Trust looks for the underlying causes of all complaints and learns from them in order to ensure that they are not repeated. Action Planning Part of the complaint response will include, where relevant, the actions taken to resolve the complaint and how the Trust will learn from the complaint to ensure that it does not recur. After the final response has been sent to the complainant, it is important for the Team/Service to review the complaint. To facilitate this, a copy of the concluding letter and action plan will be shared with the service/ward manager. It is important that this process is discussed at team meetings to ensure shared learning can take place. Discussion should include: What we did well, What we did not do well What we should have done Improvement action taken Monitoring complaints and compliance All service areas and departments will be required to have systems in place to ensure complaints monitoring and evaluation. Service/ward managers are required to maintain comprehensive records of the complaints received, action taken, any recommendations and improvements, as a result of the issues raised for future reference. Learning from complaints needs to be active. Any changes made, as a result of a complaint, need to be incorporated into the way staff work at all levels of the organisation. Actions should be realistic, sustainable and cost effective. Complaints involving staff will be sent to Line Managers of staff involved (or the Medical Director in the case of medical staff) to facilitate review and learning via supervision. It is expected that lessons learnt are shared at team meetings to ensure cross learning is disseminated with all staff and to encourage learning from complaints. Page 11 of 17

12 Reporting Monthly reports are produced by the Customer Services Team and shared with the Locality/Directorate Teams. These include details of complaint, outcome and actions. In addition, each department has access to two dashboard reports (Complaints and PALS), based on information contained within the Safeguard database. A quarterly report on Complaints and PALS is received by the Trust s Quality Governance Committee, which is attended by Directorate representatives. In addition, each Directorate receives a copy of action details as a result of complaints resolved during the quarter, in order to consider any systemic learning. On an annual basis, a Thematic Review is presented to the Trust s Quality Governance Committee and Trust Board, on complaints handling, PALS and lessons learnt. A random review of cases is undertaken on a quarterly basis by the named Non-Executive Director for complaints and any learning on the handling explored with the Customer Services Team. The Trust routinely invites complainants, in writing, to ascertain what their experience has been in relation to the handling of complaints. These results influence future policy planning and training. Support Tools Complaint Investigation Plan Associate Document 4 Flowchart for the Implementation of Recommendations Associate Document 7 Page 12 of 17

13 Part Two This section of the standard operating procedure relates to the handling of compliments and to the handling of areas of complaints that you may not come across that frequently, but still need to know about: 2.1 Joint Complaints 2.2 Compliments 2.3 Persistent Complainants 2.4 Litigation 2.5 Independent Review 2.6 MP Letters 2.7 Investigations Outside of the Complaints Procedure 2.8 Coroner 2.9 Service Users too unwell to receive a response Page 13 of 17

14 2.1 Joint Complaints When a complaint is received by one organisation, which also involves a complaint about Social Care or a partner NHS organisation, the receiving organisation will have the responsibility of acknowledging the complaint and will generally take the lead on the investigation. Further information on this approach can be obtained from the Multiagency Protocol on the Handling of Complaints Associate Document Compliments All compliments/ letters of appreciation received within the Trust must be shared with the staff referred to within them. Should a compliment / expression of appreciation, (verbally or in writing), be received locally, it is the responsibility of the service/ward manager to provide feedback to their staff and, where appropriate, write an acknowledgement letter (within one week) to the service user/relative/person who made the compliment. If a compliment is received by an Executive Director of the Trust, the Customer Services Department will prepare a response to the correspondent, ensuring that a copy of all documentation is forwarded to the relevant service/ward manager. Copies of all compliments and responses should be forwarded to the Patient Advice and Liaison Service for logging on Safeguard database. This information will then be included within monthly and quarterly reports. 2.3 Persistent Complainants A persistent complainant is a person who, in the opinion of the Chairman and Chief Executive, has been unreasonably persistent in the number of, for example: (a) unsubstantiated complaints made against the Trust; or (b) attempts made to pursue a complaint when the complaints process under the NHS Complaints Procedure is complete In determining arrangements for handling such complainants, a copy of the Trust s guidance can be obtained at Associate Document Litigation If a complainant, at any time during the complaints process, explicitly indicates an intention to initiate legal action, the complaints process will continue. If teams receive a solicitors letter initiating legal proceedings, these should be sent to the Risk Management Department at Trust Headquarters immediately, who will then acknowledge the letter accordingly. The service/ward manager or the Customer Service Department (for serious complaints) will also notify the relevant Director/Service Lead and the Director of Quality and Nursing of the complainant s intention, so that the appropriate authorities are notified. 2.5 Independent Review The complainant has the right to request the Parliamentary and Health Service Ombudsman to conduct an independent review of their complaint where: Page 14 of 17

15 The complainant is not satisfied with the organisation s response An investigation has not been completed within six months of the date the complaint was received The Director of Nursing/Chief Operating Officer has decided not to waive the time limits for investigating a complaint. This request should be made, in writing, to the Parliamentary and Health Service Ombudsman within 12 months of receiving the response/being due a response from the Director of Nursing/Chief Operating Officer. The address of the Parliamentary Ombudsman is: The Parliamentary and Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP Helpline: The Customer Services Manager will respond to any request for information from the Parliamentary and Health Service Ombudsman. The Ombudsman may not request information which is confidential and relates to a living individual, unless that individual has consented (either express or implied consent) to its disclosure and used in investigating the complaint. Following the investigation, the Ombudsman will prepare a draft written report summarising the complaint, describing the investigation, summarising its conclusion and identifying recommendations or further action to be taken for comment by the Trust and the complainant. The Trust can only comment on accuracy and not the conclusion. The final report will be published and any resultant actions will be planned, monitored and responded to accordingly, in line with the guidance provided by the Parliamentary and Health Service Ombudsman. Further information can be obtained from: 2.6 MP Letters Responses to all Member of Parliament enquiries will be co-ordinated by the Customer Services Department. Therefore, any communications from MPs must be forwarded to the Customer Services Department on receipt. All enquiries of this nature are logged by Customer Services on the Safeguard database. 2.7 Investigations outside of the Complaints Procedure The complaints procedure is concerned only with resolving complaints and not with investigating disciplinary matters or criminal matters. It is recognised that some complaints will highlight information about serious matters and the Investigating Officer may feel it appropriate to consider invoking the Disciplinary Procedure or involving the Police at any point, in liaison with the relevant Directorate. However, investigation of other aspects of the complaint will only be taken forward if they do not, or will not, compromise or prejudice the concurrent disciplinary or Police investigation. Nevertheless, information gathered during the complaint investigation may be made available for a disciplinary investigation. Page 15 of 17

16 Where it is decided to take disciplinary or Police action before a complaint investigation has been completed, the complainant should be advised of the decision, being mindful of service user and staff confidentiality at all times. When any action has been concluded, that part of the complaint which has been returned to a different procedure should only recommence through the Complaints Procedure where there are outstanding matters in the complaint that have not been resolved. A letter from the Customer Services Department will be forwarded to the complainant outlining the above, being mindful of service users and staff confidentiality at all times. 2.8 Coroner In circumstances where a death has been referred to the Coroner s Office, this does not automatically mean that an investigation, under the Serious Incident Procedure, will be invoked. If a SI investigation is being undertaken, it is not the expectation that a concurrent complaint investigation will take place if a complaint is received. However, it is important that the SI Investigating Officer is aware of the complainant s concerns and that these are included in their deliberations and final report. At the end of that investigation, the complainant will be advised on how to receive clarity, if they remain unhappy with the outcome of the investigation and to comply with Regulation, information on how to contact the Parliamentary and Health Service Ombudsman will be given. Where a SI investigation is not deemed appropriate, the formal complaints procedure will be invoked. 2.9 Service Users too Unwell to Receive a Response If the Consultant or Care Co-ordinator/Key Worker responsible for the service user s care feels the service user is too unwell to receive a response to a complaint made by them or on their behalf, the following should be undertaken: Discussion with the clinical team and decisions noted in the service user s integrated health and social care (clinical) record (RiO). Clinical team should appoint an advocate and offer support to them if necessary. Consultant Psychiatrist or Care Co-ordinator/Key Worker should immediately notify Customer Services of complaints addressed to Chief Executive, stating the reasons for this decision and advise if an advocate has been appointed. Response to be prepared, following investigation. Where an advocate has been appointed the response will be sent to them on the service user s behalf. Where there is no advocate, the Ward/Team Manager or Customer Services will send the written response to the service user s Consultant/ practitioner in charge of the service user s care, who will give it to the service user at a time when they feel the service user is well enough to receive the response. The Ward/Team Manager or Customer Services, on behalf of the Chief Executive, will write to the service user advising that this has been done. Consultant will make a progress note confirming the reasons why it is considered clinically Page 16 of 17

17 inappropriate/detrimental at that time to pass the response to the service user (copy of this to be sent to Customer Services Department). The response will be passed to the service user at a later date when appropriate. Page 17 of 17

Burton Hospitals NHS Foundation Trust POLICY DOCUMENT. On: 26 October Review Date: October Department Responsible for Review:

Burton Hospitals NHS Foundation Trust POLICY DOCUMENT. On: 26 October Review Date: October Department Responsible for Review: POLICY DOCUMENT Burton Hospitals NHS Foundation Trust COMPLAINTS POLICY AND PROCEDURE Approved by: Quality Committee On: 26 October 2017 Review Date: October 2020 Corporate / Division Corporate Clinical

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

Parkbury House Surgery

Parkbury House Surgery Parkbury House Surgery Complaint Policy and Procedures St Peters Street, St Albans, Hertfordshire, AL1 3HD Tel: 01727 851589 Fax: 01727 854372 parkburyhouse.info@nhs.net; www.parkburyhouse.nhs.uk Version

More information

THE ADULT SOCIAL CARE COMPLAINTS POLICY

THE ADULT SOCIAL CARE COMPLAINTS POLICY THE ADULT SOCIAL CARE COMPLAINTS POLICY April 2009 Reviewed: January 2018 1 Cambridgeshire County Council Contents 1.0 Purpose Page 3 2.0 Principles Page 3 3.0 Accessing information about how to raise

More information

NHS England Complaints Policy

NHS England Complaints Policy NHS England Complaints Policy 1 NHS England INFORMATION READER BOX Directorate Medical Operations Patients and Information Nursing Policy Commissioning Development Finance Human Resources Publications

More information

Patient Complaints Procedure

Patient Complaints Procedure Patient Complaints Procedure 1. Introduction Our aim is to resolve as many complaints as possible quickly and within the practice. Anyone who complains to us should feel that: - their concerns are being

More information

Can I Help You? V3.0 December 2013

Can I Help You? V3.0 December 2013 Can I help you? Policy for the provision and management of patient feedback: comments, concerns or compliments, or complaints about NHS 24 and its services. Author: Patient Affairs Manager/ ADoN Clinical

More information

Complaints Policy and Procedure

Complaints Policy and Procedure Complaints Policy and Procedure NHS East and North Hertfordshire Clinical Commissioning Group Page 1 of 45 DOCUMENT CONTROL SHEET Document Owner: Document Author(s): Version: 1 Directorate: Nursing and

More information

12. Safeguarding Enquiries: Responding to a Concern

12. Safeguarding Enquiries: Responding to a Concern 12. Safeguarding Enquiries: Responding to a Concern 1 12.1 Statutory Safeguarding Enquiries Section 42 Councils are required by law to carry out safeguarding enquiries for those individuals who meet the

More information

COMPLAINTS POLICY. Head of Complaints & Customer Service Improvement

COMPLAINTS POLICY. Head of Complaints & Customer Service Improvement COMPLAINTS POLICY POLICY REFERENCE NUMBER CP2 VERSION NUMBER 1 REPLACES SEPT DOCUMENT CP2 REPLACES NEP DOCUMENT CRP7 KEY CHANGES FROM PREVIOUS Not applicable VERSION AUTHOR Head of Complaints & Customer

More information

Complaints policy RM07

Complaints policy RM07 Complaints policy RM07 Beware when using a printed version of this document. It may have been subsequently amended. Please check online for the latest version. Applies to: All service users Date of Board

More information

Complaints, Compliments and Concerns (CCC) Policy

Complaints, Compliments and Concerns (CCC) Policy Complaints, Compliments and Concerns (CCC) Policy Central and North West London NHS Foundation Trust (CNWL) is committed to providing quality NHS services and adopting best practice in listening and responding

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

Raising Concerns or Complaints about NHS services

Raising Concerns or Complaints about NHS services Raising Concerns or Complaints about NHS services Raising concerns and complaints A step by step guide Raising concerns and complaints Questions to ask yourself: 1. What am I concerned or dissatisfied

More information

CUSTOMER CARE POLICY Compliments, Comments, Concerns and Complaints

CUSTOMER CARE POLICY Compliments, Comments, Concerns and Complaints CUSTOMER CARE POLICY Compliments, Comments, Concerns and Complaints Document reference number IML002 Status Approved Version number 5.0 Replacing/superseding policy or Customer Care Policy version 4.0

More information

UoA: Academic Quality Handbook

UoA: Academic Quality Handbook UoA: Academic Quality Handbook UNIVERSITY OF ABERDEEN COMPLAINT HANDLING PROCEDURE 1 POLICY The University is committed to providing a high level of service to students, applicants, graduates, and members

More information

Complaints and Suggestions for Improvement Handling Procedure

Complaints and Suggestions for Improvement Handling Procedure Complaints and Suggestions for Improvement Handling Procedure Date of most recent review: 20 June 2013 Date of next review: August 2016 Responsibility: Quality Officer Approved by: Learning, Teaching and

More information

Complaints Handling. 27/08/2013 Version 1.0. Version No. Description Author Approval Effective Date. 1.0 Complaints. J Meredith/ D Thompson

Complaints Handling. 27/08/2013 Version 1.0. Version No. Description Author Approval Effective Date. 1.0 Complaints. J Meredith/ D Thompson Complaints Handling Procedure Version No. Description Author Approval Effective Date 1.0 Complaints Procedure J Meredith/ D Thompson Court (Jun 2013) 27 Aug 2013 27/08/2013 Version 1.0 Procedure for handling

More information

Complaints Policy. Local Authority Social Services and NHS Complaints (England) Regulations Version: 2. Status: For approval

Complaints Policy. Local Authority Social Services and NHS Complaints (England) Regulations Version: 2. Status: For approval Complaints Policy Version: 2 Status: Title of originator/author: Name of responsible director: Approved by group/committee and Date: Effective date of issue: (1 month after approval date) For approval

More information

First Community Health & Care Board POLICY FOR HANDLING COMPLAINTS

First Community Health & Care Board POLICY FOR HANDLING COMPLAINTS First Community Health & Care POLICY FOR HANDLING COMPLAINTS Version: 4 Name of Approval body : Name of Ratification Body: Date of Ratification April, 2013 Name of originator/author: Effective From April

More information

Complaints Management Policy

Complaints Management Policy Complaints Management Policy Policy Reference Number CMP001 Status Ratified Version 9 Implementation Date January 2002 Publication date June 2017 Current/Last Review Dates Dec 2006, Nov 2008, June 2009,

More information

The Patient Experience Team (PET) We will respond to your Compliments, Comments and Complaints

The Patient Experience Team (PET) We will respond to your Compliments, Comments and Complaints Further information about Patient Experience Team is available on the trust s website: Patient Experience Team Contact Details: 0800 389 9676 PatientExperienceTeam@northstaffs.nhs.uk www.combined.nhs.uk

More information

The Social Work Model Complaints Handling Procedure

The Social Work Model Complaints Handling Procedure The Social Work Model Complaints Handling Procedure Issued: December 2016 Scottish Public Services Ombudsman The Social Work Model Complaints Handling Procedure I 2 The Social Work Model Complaints Handling

More information

Patient Experience Policy

Patient Experience Policy Teamwork Innovation Professionalism Caring Patient Experience Policy Complaints Concerns Healthcare Professional Feedback Compliments/Commendations Version: 3.0 Policy Lead: Head of Patient Experience

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: 1.4 This version issued: 19/09/16 Result of last

More information

POLICY FOR THE REPORTING AND MANAGEMENT OF COMPLAINTS, COMMENTS & CONCERNS

POLICY FOR THE REPORTING AND MANAGEMENT OF COMPLAINTS, COMMENTS & CONCERNS POLICY FOR THE REPORTING AND MANAGEMENT OF COMPLAINTS, COMMENTS & CONCERNS October 2017 Authorship: Patient Experience Manager, Directorate of Quality & Assurance, NLCCG Quality & Experience Manager, Directorate

More information

Complaints Policy. Version: 4.2. Approved: 27/01/2015

Complaints Policy. Version: 4.2. Approved: 27/01/2015 Complaints Policy Policy Summary This policy and procedures exist to ensure that there are effective arrangements in place to be compliant with statutory obligations and ensure the process is open and

More information

Staffordshire and Stoke on Trent Adult Safeguarding Partnership Board Safeguarding Adult Reviews (SAR) Protocol

Staffordshire and Stoke on Trent Adult Safeguarding Partnership Board Safeguarding Adult Reviews (SAR) Protocol Staffordshire and Stoke on Trent Adult Safeguarding Partnership Board Safeguarding Adult Reviews (SAR) Protocol SAR Process July 2014 (revised August 2017) Page 1 Contents 1. Introduction 2. Criteria 3.

More information

Policy for the Management of Concerns and Complaints and responding to Feedback from Patients and the Public

Policy for the Management of Concerns and Complaints and responding to Feedback from Patients and the Public Policy for the Management of Concerns and Complaints and responding to Feedback from Patients and the Public Ratification process Lead Author Developed by: Approved by: Patient Experience Manager, C&P

More information

COMPLAINTS MANAGEMENT PROCEDURE

COMPLAINTS MANAGEMENT PROCEDURE COMPLAINTS MANAGEMENT PROCEDURE The key messages the reader should note about this document are: 1. All complaints received either in writing or done verbally should be forwarded onto the Complaints team

More information

Lindsey Lodge Hospice POLICY AND PROCEDURE FOR THE MANAGEMENT OF COMPLAINTS, CONCERNS, COMMENTS AND COMPLIMENTS

Lindsey Lodge Hospice POLICY AND PROCEDURE FOR THE MANAGEMENT OF COMPLAINTS, CONCERNS, COMMENTS AND COMPLIMENTS Lindsey Lodge Hospice POLICY AND PROCEDURE FOR THE MANAGEMENT OF COMPLAINTS, CONCERNS, COMMENTS AND COMPLIMENTS Contents Chapter page 1.0 Introduction 3 2.0 Purpose 3 3.0 Area 4 4.0 Definitions 4 5.0 Complaints

More information

Safeguarding Adults Reviews Protocol

Safeguarding Adults Reviews Protocol Staffordshire and Stoke on Trent Adult Safeguarding Partnership Board Safeguarding Adults Reviews Protocol July 2016 SAR Process July 2014 (revised July 2016) Page 1 Contents 1. Introduction 2. Criteria

More information

ADVOCATES CODE OF PRACTICE

ADVOCATES CODE OF PRACTICE ADVOCATES CODE OF PRACTICE Owner: Liz Fenton, Strategic Services Delivery Manager Approver: Management Team Date Document Version Draft/Final Distribution Comment 04/2006 1.0 Final All 12/2010 2.0 Final

More information

Policy for the Management of Complaints/Concerns

Policy for the Management of Complaints/Concerns Document Title Policy for the Management of Complaints/Concerns Document Description Document Type Policy Service Application Trust Wide Version 2.0 Name Phao Hewitson Garry Perry Lead Author(s) Job Title

More information

Complaints and Concerns Policy

Complaints and Concerns Policy EQUALITY IMPACT The Trust strives to ensure equality of opportunity for all both as a major employer and as a provider of health care. This policy has therefore been equality impact assessed by the Quality

More information

Policy for Children s Continuing Healthcare

Policy for Children s Continuing Healthcare Policy for Children s Continuing Healthcare 1 SUMMARY 2 RESPONSIBLE PERSON: 3 ACCOUNTABLE DIRECTOR: This policy and policy guidelines describes the way in which the five CCG s in North Central London will

More information

Patient Experience Strategy

Patient Experience Strategy Patient Experience Strategy 2013 2018 V1.0 May 2013 Graham Nice Chief Nurse Putting excellent community care at the heart of the NHS Page 1 of 26 CONTENTS INTRODUCTION 3 PURPOSE, BACKGROUND AND NATIONAL

More information

Learning from Deaths Policy A Framework for Identifying, Reporting, Investigating and Learning from Deaths in Care.

Learning from Deaths Policy A Framework for Identifying, Reporting, Investigating and Learning from Deaths in Care. Learning from Deaths Policy A Framework for Identifying, Reporting, Investigating and Learning from Deaths in Care. Associated Policies Being Open and Duty of Candour policy CG10 Clinical incident / near-miss

More information

Patient information. Trust wide. A Users Guide to the Hospitals Complaints Procedure PIF 091 V10

Patient information. Trust wide. A Users Guide to the Hospitals Complaints Procedure PIF 091 V10 Patient information A Users Guide to the Hospitals Complaints Procedure Trust wide PIF 091 V10 At the Royal Liverpool and Broadgreen Hospitals we treat thousands of people each year, the vast majority

More information

How CQC monitors, inspects and regulates independent doctors and clinics providing primary care

How CQC monitors, inspects and regulates independent doctors and clinics providing primary care How CQC monitors, inspects and regulates independent doctors and clinics providing primary care October 2017 CONTENTS MONITORING AND INFORMATION SHARING... 2 How we monitor independent doctors and clinics

More information

Informing Patients of their Rights under Section 132

Informing Patients of their Rights under Section 132 Policy: I9 Informing Patients of their Rights under Section 132 Version: I9/05 Ratified by: Trust Management Team Date ratified: 12 June 2013 Title of Author: MHA Office / Health Records Manager Title

More information

Complaints Management Policy

Complaints Management Policy Complaints Management Policy Reference number: ELR Corporate 016 Title: Complaints Management Policy Version number: Version 5 (September 2016) Policy Approved by: Integrated Governance Committee Date

More information

Page 1 of 18. Summary of Oxfordshire Safeguarding Adults Procedures

Page 1 of 18. Summary of Oxfordshire Safeguarding Adults Procedures Page 1 of 18 Summary of Oxfordshire Safeguarding Adults Procedures Page 2 of 18 Introduction This part of the procedures sets out clear expectations regarding the standards roles and responsibilities of

More information

Policy for the recording, investigation and management of complaints / concerns & compliments

Policy for the recording, investigation and management of complaints / concerns & compliments Document level: Trustwide(TW) Code: GR4 Issue number: 9 Policy for the recording, investigation and management of complaints / concerns & compliments Lead executive Authors details Type of document Target

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

SCHOOL COMPLAINTS POLICY AND PROCEDURES

SCHOOL COMPLAINTS POLICY AND PROCEDURES SCHOOL COMPLAINTS POLICY AND PROCEDURES Updated: September 2016 Review: September 2019 This Policy is founded within our School ethos which provides a caring, friendly and safe environment for all members

More information

The University of Edinburgh Complaint Handling Procedure

The University of Edinburgh Complaint Handling Procedure University of Edinburgh Complaint Handling Procedure April 2016 P a g e 1 The University of Edinburgh Complaint Handling Procedure April 2016 University of Edinburgh Complaint Handling Procedure April

More information

Complaints procedure.

Complaints procedure. Complaints procedure This leaflet explains what to do if you have a complaint about any aspect of our service. We treat all complaints seriously and aim to resolve them as quickly and fully as we can.

More information

Policy for Handling Complaints

Policy for Handling Complaints Corporate Policy for Handling Complaints Listening, Learning & Improving Making Experiences Count Quality Committee Date Approved 13/11/2012 Policy Consistency Group Date Approved Signature Reference Number

More information

How to complain. Your complaints, comments and suggestions help us improve the services we provide. oxleas.nhs.uk

How to complain. Your complaints, comments and suggestions help us improve the services we provide. oxleas.nhs.uk How to complain Your complaints, comments and suggestions help us improve the services we provide oxleas.nhs.uk Concerns and complaints How do you feel about the services you have received from Oxleas

More information

The NHS Scotland Complaints Handling Procedure. NHS Highland

The NHS Scotland Complaints Handling Procedure. NHS Highland The NHS Scotland Complaints Handling Procedure NHS Highland April 2017 National Health Service Scotland Complaints Handling Procedure Foreword Our complaints handling procedure reflects NHS Highland commitment

More information

How CQC monitors, inspects and regulates adult social care services

How CQC monitors, inspects and regulates adult social care services How CQC monitors, inspects and regulates adult social care services November 2017 Contents MONITORING AND INFORMATION SHARING... 3 How we monitor and inspect adult social care services... 3 CQC Insight...

More information

Information Leaflet How to raise a complaint about the Isle of Wight NHS Trust

Information Leaflet How to raise a complaint about the Isle of Wight NHS Trust Information Leaflet How to raise a complaint about the Isle of Wight NHS Trust The Isle of Wight NHS Trust aims to offer you the best services available but sometimes these may not meet the standards that

More information

Learning to Get Better

Learning to Get Better LEARNING TO GET BETTER: An investigation by the Ombudsman into how public hospitals handle complaints Learning to Get Better Executive Summary and Recommendations An investigation by the Ombudsman into

More information

ALAT and Bright Tribe Trust Complaints Procedure

ALAT and Bright Tribe Trust Complaints Procedure + ALAT and Bright Tribe Trust Complaints Procedure Contents 1. Mission Statement... 2 2. Principles and Values... 2 3. Objectives of this Procedure... 2 4. General Principles... 4 5. Vexatious Complaints...

More information

Medico-legal guide to The NHS complaints procedure. Introduction

Medico-legal guide to The NHS complaints procedure. Introduction 1.1 Medico-legal guide to The NHS complaints procedure Introduction The NHS and social care complaints procedure was introduced in England on 1 April 2009. The local resolution stage of the procedure is

More information

Policy for the Management of Concerns and Complaints

Policy for the Management of Concerns and Complaints Policy for the Management of Concerns and Complaints Controlled document This document is uncontrolled when downloaded or printed. Reference number Version 1 Author Name & Job Title Executive Lead WHHT:

More information

Annual Complaints Report 2014/15

Annual Complaints Report 2014/15 Annual Complaints Report 2014/15 1.0 Introduction This report provides information in regard to complaints and concerns received by The Rotherham NHS Foundation Trust between 01/04/2014 and 31/03/2015.

More information

Concerns, Complaints and Compliments

Concerns, Complaints and Compliments Concerns, Complaints and Compliments Exceptional healthcare, personally delivered Welcome to North Bristol NHS Trust North Bristol NHS Trust is the largest hospital trust in the South West of England,

More information

PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN. Information Sharing Policy Sharing and Publishing information about NHS Complaints. Version 2.

PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN. Information Sharing Policy Sharing and Publishing information about NHS Complaints. Version 2. PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN Information Sharing Policy Sharing and Publishing information about NHS Complaints Version 2.0 Page 1 of 8 Document Control Title: Policy Information Sharing

More information

Complaints Procedure

Complaints Procedure Complaints Procedure AUGUST 2017 Complaints Procedure This complaints procedure reflects Harper Adams University s commitment to valuing complaints. Our aim is to resolve issues of dissatisfaction as close

More information

A concern means any complaint, claim or reported patient safety incident.

A concern means any complaint, claim or reported patient safety incident. PUTTING THINGS RIGHT ANNUAL REPORT -2017 Introduction The Putting Things Right Annual Report provides information on the progress and performance of Powys Teaching Local Health Board (hereafter, the health

More information

COMPLAINTS, CONCERNS and COMPLIMENTS POLICY

COMPLAINTS, CONCERNS and COMPLIMENTS POLICY COMPLAINTS, CONCERNS and COMPLIMENTS POLICY 2017-2019 V 4 May 2017 Version: 4 Ratified by: Date ratified: Name of originator/author: Name of lead: Date issued/published: Stephen Hendry, Senior Corporate

More information

Stage 4: Investigation process

Stage 4: Investigation process Stage 4: Investigation process This Stage covers: Purpose of the investigation Roles and responsibilities Who should undertake the investigation? The investigator s report 16.17 Purpose of the investigation

More information

The Local Government Ombudsman s Annual Letter Arun District Council for the year ended 31 March 2007

The Local Government Ombudsman s Annual Letter Arun District Council for the year ended 31 March 2007 The Local Government Ombudsman s Annual Letter Arun District Council for the year ended March 27 The Local Government Ombudsman (LGO) investigates complaints by members of the public who consider that

More information

ADASS Safeguarding Adults Policy Network. Guidance. June 2016

ADASS Safeguarding Adults Policy Network. Guidance. June 2016 ADASS Safeguarding Adults Policy Network Guidance June 2016 Out-of-Area Safeguarding Adults Arrangements Guidance for Inter-Authority Safeguarding Adults Enquiry and Protection Arrangements Table of Contents

More information

Version: 3.0. Effective from: 29/08/2012

Version: 3.0. Effective from: 29/08/2012 Policy No: RM51 Version: 3.0 Name of policy: Learning from Experience Policy A systematic approach to incident, complaint and clai management, analysis and sharing safety lessons Effective from: 29/08/2012

More information

This complaints policy and procedure applies to the Herefordshire Housing Group which includes its subsidiary, Independence Trust

This complaints policy and procedure applies to the Herefordshire Housing Group which includes its subsidiary, Independence Trust This complaints policy and procedure applies to the Herefordshire Housing Group which includes its subsidiary, Independence Trust COMPLAINTS PROCEDURE Aims The aims of the Complaints Procedure are: To

More information

Complaints Policy. Status (Draft/ Ratified): Date ratified: 17/10/2016. Version: 3.0. Type of Procedural Document

Complaints Policy. Status (Draft/ Ratified): Date ratified: 17/10/2016. Version: 3.0. Type of Procedural Document Complaints Policy Status (Draft/ Ratified): Ratified Date ratified: 17/10/2016 Version: 3.0 Ratifying Board: Approved Sponsor Group: Type of Procedural Document Owner: Owner s job title: Author: Author

More information

MANAGEMENT OF COMPLIMENTS, COMMENTS, CONCERNS AND COMPLAINTS POLICY

MANAGEMENT OF COMPLIMENTS, COMMENTS, CONCERNS AND COMPLAINTS POLICY Ref No: 221 MANAGEMENT OF COMPLIMENTS, COMMENTS, CONCERNS AND COMPLAINTS POLICY SECTION 1 PROCEDURAL INFORMATION Version: 3 Ratified by: Date ratified: March 2014 Title of author: Title of responsible

More information

Policy No. (HR30) Whistleblowing Policy and Procedure (Raising Concerns at Work)

Policy No. (HR30) Whistleblowing Policy and Procedure (Raising Concerns at Work) Policy No. (HR30) Whistleblowing Policy and Procedure (Raising Concerns at Work) The following personnel have direct roles and responsibilities in the implementation of this policy: All Trust Staff Version:

More information

Making a complaint about UK Government services

Making a complaint about UK Government services Making a complaint about UK Government services The Parliamentary Ombudsman can carry out independent investigations into complaints about government departments and other public organisations. We would

More information

Counselling Policy. 1. Introduction

Counselling Policy. 1. Introduction Counselling Policy 1. Introduction Counselling is an intervention that children or young people can voluntarily enter into if they want to explore, understand and overcome issues in their lives which may

More information

Compliments, Concerns and Complaints policy

Compliments, Concerns and Complaints policy Compliments, Concerns and Complaints policy Document information Document title Classification Compliments, Concerns and Complaints policy Open Document/Reference Number: 71229 Document Custodian: Other

More information

Hopwood Medical Centre Huntley Mount Medical Centre, Huntley Mount Road, Bury, Lancashire BL9 6JA. Tel:

Hopwood Medical Centre Huntley Mount Medical Centre, Huntley Mount Road, Bury, Lancashire BL9 6JA. Tel: Hopwood Medical Centre Huntley Mount Medical Centre, Huntley Mount Road, Bury, Lancashire BL9 6JA. Tel: 01706 369886 WE OPERATE A PRACTICE COMPLAINTS PROCEDURE AS PART OF THE NHS SYSTEM FOR DEALING WITH

More information

4LSAB Safeguarding Adults Escalation Protocol

4LSAB Safeguarding Adults Escalation Protocol 4LSAB Safeguarding Adults Escalation Protocol Background The Care Act 2014 and Chapter 14 of the Care and Support Statutory Guidance 2016 includes six key principles that underpin Safeguarding Adults Practice.

More information

Feedback and complaints:

Feedback and complaints: Your health, your rights Feedback and complaints: How to have a say about your care How to get any concerns or complaints dealt with Feedback and complaints (version 2) 2017 Produced in March 2017 Feedback

More information

PUTTING THINGS RIGHT POLICY FOR THE EFFECTIVE MANAGEMENT AND RESOLUTION OF CONCERNS. Assistant Director Quality and Safety. Director of Nursing

PUTTING THINGS RIGHT POLICY FOR THE EFFECTIVE MANAGEMENT AND RESOLUTION OF CONCERNS. Assistant Director Quality and Safety. Director of Nursing PUTTING THINGS RIGHT POLICY FOR THE EFFECTIVE MANAGEMENT AND RESOLUTION OF CONCERNS Document Reference No: Version No: 1 PTHB / CP 007 Issue Date: December 2015 Review Date: October 2018 Expiry Date: December

More information

A Guide for Parents/Carers About Making a Complaint

A Guide for Parents/Carers About Making a Complaint Education Young Children s Service Nursery School and Young Children s Centres A Guide for Parents/Carers About Making a Complaint YCS COMPLAINTS PROCEDURE Introduction The Local Ombudsman s guidance states

More information

NHS CONSTITUTION (MARCH 2013) RIGHTS AND PLEDGES TO PATIENTS AND THE PUBLIC

NHS CONSTITUTION (MARCH 2013) RIGHTS AND PLEDGES TO PATIENTS AND THE PUBLIC NHS CONSTITUTION (MARCH 2013) RIGHTS AND PLEDGES TO PATIENTS AND THE PUBLIC APPENDIX A Access to Health Services o Receive NHS services free of charge, apart from certain limited exceptions sanctioned

More information

Patient Support and Complaints Team

Patient Support and Complaints Team Patient Information Service Trustwide Patient Support and Complaints Team Crown copyright 2014 How can we help? Respecting everyone Embracing change Recognising success Working together Our hospitals.

More information

A Case Review Process for NHS Trusts and Foundation Trusts

A Case Review Process for NHS Trusts and Foundation Trusts A Case Review Process for NHS Trusts and Foundation Trusts 1 1. Introduction The Francis Freedom to Speak Up review summarised the need for an independent case review system as a mechanism for external

More information

Corporate. Visitors & VIP s Standard Operating Procedure. Document Control Summary. Contents

Corporate. Visitors & VIP s Standard Operating Procedure. Document Control Summary. Contents Corporate Visitors & VIP s Standard Operating Procedure Document Control Summary Status: Version: Author/Owner: Approved by: Ratified: Related Trust Strategy and/or Strategic Aims Implementation Date:

More information

Your Service Your Say

Your Service Your Say Your Service Your Say The Management of Service User Feedback for Comments, Compliments and Complaints Complaints Management Pathway HSE Policy 2017 Enabling Feedback Listening and Responding to Feedback

More information

Inspections of children s homes

Inspections of children s homes Inspections of children s homes Framework for inspection This document sets out the framework and guidance for the inspections of children s homes. It should be read alongside the evaluation schedule for

More information

Central Alerting System (CAS) Policy

Central Alerting System (CAS) Policy Document Title Reference Number Lead Officer Author(s) (name and designation) Ratified By Central Alerting System (CAS) Policy NTW(O)17 Gary O Hare Executive Director of Nursing and Operations Tony Gray

More information

Framework for Continuing NHS Healthcare. Self-Assessment Tool

Framework for Continuing NHS Healthcare. Self-Assessment Tool Framework for Continuing NHS Healthcare Self-Assessment Tool Contents Part 1: Introduction and explanation of how to use this self-assessment tool 3 Part 2: Self-assessment tool 5 Page 2 of 16 - Framework

More information

Reports Protocol for Mental Health Hearings and Tribunals

Reports Protocol for Mental Health Hearings and Tribunals Reports Protocol for Mental Health Hearings and Tribunals Reports Protocol for Mental Health Hearings and Tribunals Document Type Clinical Protocol Unique Identifier CL-037 Document Purpose This policy

More information

Patient Advice and Liaison Service (PALS) policy

Patient Advice and Liaison Service (PALS) policy Patient Advice and Liaison Service (PALS) policy Incorporating Have Your Say (HYS) First Issued May 04 by Birkenhead & Wallasey PCT. Responsibility of Wirral PCT since October 2006 Issue Purpose of Issue/Description

More information

Being Open and Duty of Candour Policy

Being Open and Duty of Candour Policy Version Date Purpose of Issue/Description of Change Review Date 3 4 5 March 2010 July 2011 June 2012 Incorporating new NPSA Being Open Framework Revision against 2010/11 NHSLA Standards Review against

More information

COMPLAINTS, CONCERNS AND COMPLIMENTS POLICY

COMPLAINTS, CONCERNS AND COMPLIMENTS POLICY COMPLAINTS, CONCERNS AND COMPLIMENTS POLICY Document Author Written By: Patient Eperience Lead Authorised Authorised By: Chief Eecutive Date: 30 November 2015 Lead Director: Eecutive Director of Nursing

More information

Sample. Information Governance. Copyright Notice. This booklet remains the intellectual property of Redcrier Publications L td

Sample. Information Governance. Copyright Notice. This booklet remains the intellectual property of Redcrier Publications L td First name: Surname: Company: Date: Information Governance Please complete the above, in the blocks provided, as clearly as possible. Completing the details in full will ensure that your certificate bears

More information

Newcastle Healthy Lungs Programme

Newcastle Healthy Lungs Programme Newcastle Healthy Lungs Programme A passion for care. A partner for you. BOC: Living healthcare 02 03 Contents Overview 3 Overview 4 Newcastle Healthy Lungs Programme 6 Our values 8 Complaints 10 How we

More information

Procedure for NHS Complaints Process within Prisons

Procedure for NHS Complaints Process within Prisons (To be read in conjunction with the Patient Relations (Complaints, Comments and Compliments) Policy and Procedures, the Investigation Policy, the Being Open Policy and the Supporting Staff Policy) Version:

More information

Mortality Policy. Learning from Deaths

Mortality Policy. Learning from Deaths Mortality Policy Learning from Deaths Name of Author and Job Title: Frank Jacobs, Datix project manager Ian Brandon, Head of governance and risk Name of Review/ Development Body: Ratification Body: Mortality

More information

Requesting a Second Opinion Policy

Requesting a Second Opinion Policy Requesting a Second Opinion Policy DOCUMENT CONTROL: Version: 2 Ratified by: Quality and Safety Sub Committee Date ratified: 31 July 201 Name of originator/author: Doncaster Locality Manager, Adult Mental

More information

FACTSHEET. Writing a Complaint Letter

FACTSHEET. Writing a Complaint Letter FACTSHEET Writing a Complaint Letter General guidelines Who do I complain to? If you want to complain about a hospital or an ambulance service, contact the Complaints Manager or the Chief Executive of

More information

Section 132 of the Mental Health Act 1983 Procedure for Informing Detained Patients of their Legal Rights

Section 132 of the Mental Health Act 1983 Procedure for Informing Detained Patients of their Legal Rights Section 132 of the Mental Health Act 1983 Procedure for Informing Detained Patients of their Legal Rights DOCUMENT CONTROL: Version: 11 Ratified by: Mental Health Legislation Sub Committee Date ratified:

More information

Ashfield Healthcare Nurse Agency Ashfield House Resolution Road Ashby-de-la-Zouch LE65 1HW

Ashfield Healthcare Nurse Agency Ashfield House Resolution Road Ashby-de-la-Zouch LE65 1HW Ashfield Healthcare Nurse Agency Ashfield House Resolution Road Ashby-de-la-Zouch LE65 1HW Inspected by: Amanda Cross Type of inspection: Unannounced Inspection completed on: 27 May 2014 Contents Page

More information

An opportunity to improve

An opportunity to improve An opportunity to improve General practice complaint handling across England: a thematic review NHS England gateway number: 04829 Contents Foreword 4 Executive summary 6 Introduction 9 About feedback and

More information