COMPLAINTS PROCEDURE

updated June 2010

Objectives

The objectives of having and maintaining this procedure are to ensure that:

1.       Any concerns raised or complaints made by the patients of this surgery whether they are about medical, clinical or administrative issues, are dealt with speedily, efficiently and in a courteous manner.

2.       Patients having cause to raise a concern or make a complaint are aware of their rights and this procedure.

3.       In the event that a complaint is made directly about a member of staff, the rights of that member of staff are also respected.

4.       Any learning or improvement in services arising from the complaint is acted upon.

Process

When a patient raises a concern about any part of the service offered by Whitefields Surgery with a member of staff, the member of staff initially contacted may be able to resolve the issue immediately, by listening to the concern, offering an apology and explaining that the matter will be raised with the practice manager who will deal with any learning points evolving from the concern.

If the complainant is not happy with the initial member of staff dealing with the problem, the complaint should be passed to the Senior Partner or practice manager. The practice will then attempt to resolve the complaint immediately by listening to the complaint, apologising and then explaining that the matter will be investigated. The complainant should be asked what outcome they expect and whether they are happy for the manager to deal with the issue and any learning points or if they wish to receive a plan of how the issue will be investigated and then a report on the investigation.

If the complainant wishes to receive a plan and report, the practice manager will acknowledge the complaint within 3 days.

A plan is then put in place to deal with the complaint. The plan will include

• How long the investigation will take

• Who will investigate

• How it will be investigated

• A drawing out of the concerns to be investigated

• What went wrong and how it will be put right

• What the complainant would like to see as a resolution.

• Information about ICAS (Independent Complaints Advocacy Service) Northampton ICAS, Victory House, 400 Pavilion Drive, Northampton, NN4 7PA 0300 456 8347

The complaint will then be investigated by the practice manager and any other members of staff considered necessary. The complaint will be discussed at the next available partners meeting.

The practice manager’s role during the investigation will be to find out the facts and assess the evidence and she will remain impartial, not becoming an advocate for the complainant or a spokesperson for the organisation.

At the end of the investigation a report will be issued to the complainant, which will outline

• How the complaint was considered

• What conclusions were reached and any learning points

• Confirmation of any action being taken

• Whether the complaint was upheld

• The complainants right to go to the Health Service Ombudsman

If the complaint is considered serious (relating to serous harm to patients or to a significant near miss) then a Serious Untoward Incident form should be completed and sent to the PCT.

Should the complainant not be satisfied with the outcome of the investigation they should either contact Dr P Walsma, Mrs Dana Ball or the Primary Care Trust’s Complaints Manager on 01604 651100, as soon as possible, who will be able to advise them further. The complainant has the right to ask the Health Service Ombudsman to review the case. The contact details are, The Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Tel 0345 015 4033, fax 0300 061 4000 or visit the website:  www.ombudsman.org.uk

If a complaint is received which involves another service the practice will contact the PCT Complaints Manager on 651100 for further advice.

An annual report of complaints received will be compiled by the practice.