FOREST MEDICAL

COMPLAINTS PROTOCOL DOCUMENT CONTENTS

DOCUMENT CONTROL...... 3 CHANGE CONTROL...... 3 INTRODUCTION...... 4 OBJECTIVE...... 4 COMPLAINTS PREVENTION...... 4 RESPONSIBILITIES...... 4 INITIAL CONTACT WITH PEOPLE WHO MAKE A COMPLAINT...... 4 PRACTICE COMPLAINTS OFFICER...... 5 INVESTIGATION...... 6 INFORMAL MEETING OR WRITTEN EXPLANATION...... 7 FOLLOW-UP...... 7 CONSEQUENCE OF COMPLAINT...... 8 COMPLAINTS ABOUT G.P.'S WORKING IN COMMUNITY HOSPITALS OR TRUST STAFF IN THE G.P. PRACTICE...... 9 WHAT ABOUT THOSE WHO NEED HELP TO MAKE A COMPLAINT...... 9 COMPLAINTS RECEIVED AGAINST PRIMARY CARE PRACTITIONERS AND CONTRACTORS...... 9 INDEPENDENT COMPLAINTS ADVOCACY SERVICE...... 10 HEALTHCARE COMMISSION ROLE...... 11 HEALTH SERVICE OMBUDSMAN ROLE...... 12 APPENDIX A...... 12 APPENDIX B...... 14 APPENDIX C...... 14 APPENDIX D...... 16 APPENDIX E...... 17 APPENDIX F...... 18 APPENDIX G...... 19

2 of 21 DOCUMENT CONTROL

Document Title COMPLAINTS PROTOCOL Reference FM CP1 Version V1.5 Classification Not Protectively Status Issued Marked Effective From August 2007 Review Date June 2016 Originated by Practice Date August 2007 Approved by Date August 2007 Circulation All staff Date August 2007

CHANGE CONTROL

Version Date Reason V1.1 27th February 2008 Re-formatted V1.2 1st May 2009 New PCT procedure V1.3 14th October 2009 New MDU guidelines V1.4 15th February 2010 Updated V1.41 31st May 2010 Updated – ADVANCE C14 V1.4 24th November 2011 Reviewed V1.5 3rd November 2013 Updated PALs number V 1.6 7th January 2015 Update due to Merger and POhWER details 15th June 2015 Update due to LMC info re PALs and NHSE

3 of 21 INTRODUCTION

A new NHS and social care complaints procedure was introduced in England on 1 st April 2009. In addition to this the MDU published it’s comprehensive publication “The MDU’s guide to the combined NHS complaints procedure. The local resolution stage of the new procedure is governed by regulations: The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.

In line with this we are amending our own practice based system for dealing with patient complaints. Handling complaints can lead to greater satisfaction and improved services for patients. To minimise stress and difficulties, it is important to have in place a good system of dealing with complaints, supported by and understood by all practice staff. Comments and suggestions are valuable too. Patients often have good ideas about ways of improving things that we are too close to the work to see for ourselves.

OBJECTIVE

To ensure that if a patient (or person acting for or on behalf of them) is not satisfied with the services provided by the practice, whether medical or administrative:

 That the complaint is dealt with in an effective and timely manner.  The complainant is given the opportunity to express comments, suggestions and complaints.  Where possible the complainant will be given an explanation as to the reasons for the grievance occurring and where appropriate, an apology.  The complainant will feel that they have been treated fairly and allowed to state their case in full, whether or not the problem can be resolved.  An assurance that steps have been taken to prevent the problem recurring, where this is possible.

COMPLAINTS PREVENTION

Occasionally, you may even be able to prevent a complaint. For example, if during or after your contact with a patient, you think he/she is dissatisfied with the service provided, please either complete a problem report (see Appendix D) or explain what happened as soon as you can to the Practice Manager. This will allow her to contact the patient, if appropriate, before he or she decides to make a complaint.

RESPONSIBILITIES

Throughout the procedure where a patient is mentioned, accept this also to refer to any person acting for or on behalf of the patient.

 A sign should be posted in the reception area inviting people to make comments, Complaints and suggestions (see Appendix C).  All staff will be inducted and trained in practice procedures and protocols necessary to understand patient’s rights and the philosophy of the practice in meeting patient needs. Staff employed in direct patient contact will be given specific training on managing difficult situations (e.g. dealing with anxious or aggressive patients).  All members of the practice team will endeavour to provide a united and supportive effort in providing patient services. All team members are responsible for trying to resolve any difficulties in the first instance, for ensuring that patients are able to make a comment, suggestion, or complaint and referring anyone wishing to do so to the designated complaints officer immediately.  At all times help the complainant feel relaxed - smile, introduce yourself and use his/her name. Keep calm yourself. Understand the persons perspective - empathise. Listen  carefully and establish the facts. Ensure that you really understand what is being complained about.

I

4 of 21 INITIAL CONTACT WITH PEOPLE WHO MAKE A COMPLAINT (IF NOT PRACTICE COMPLAINTS ADMINISTRATOR)

While the Practice Manager will be responsible for administering the complaints system, a person may approach any member of the practice team with a comment or complaint so it is important that all staff be familiar with the content of the practice complaints leaflet (Appendix B). Dealing with people who are distressed and angry is not easy - first contact in these situations is very important.

Remember the need to:-

 Help the person feel relaxed - it is important that he/she realises that the complaint will be dealt with professionally and sympathetically.

 Keep calm yourself and if possible offer a private environment in which to discuss the problem.

 If the person is upset, angry or nervous, be calm yourself. Do not be antagonistic, try to empathise.

 Listen carefully in order to establish the facts and understand the persons perspective.

 Take time to consider responses - do not offer any explanation until the problem has been looked into at a later stage, but at the same time make sure action is prompt. Do not reply to a letter or make a telephone call in an angry frame of mind.

 Make a detailed and dated note of what the patient says and your response, if not during the meeting, immediately afterwards on a standard problem/complaint form (see Appendix D & E).

 Always give the person a copy of the practice complaints leaflet.

 Suggest that he/she see the Practice Manager and arrange a suitable appointment. Alternatively, you could suggest the Practice Manager will telephone (or arrange a home visit) if he/she would prefer.

CONTACT WITH COMPLAINANTS

 Under the new procedure, oral complaints made to the practice do not have to be dealt with under the legislation if they are resolved to the patient’s satisfaction by the end of the next working day.

 After the initial contact with the person complaining, you must pass on the details of the complaint to the Practice Manager without delay. Practices must acknowledge the receipt of a written complaint within three days. The Practice Manager will then investigate the complaint fully, arranging a meeting with those involved, if appropriate. She will then send a response to the person complaining within ten working days. Any subsequent queries from the complainant should be referred to the Practice Manager.

5 of 21 PRACTICE COMPLAINTS OFFICER

INITIAL STAGE

When an approach is made the designated complaints officer (Practice Manager) should be informed, who should see or telephone the person complaining within three working days.

The designated complaints officer will:-

 Listen carefully and talk to the person wishing to make a comment, suggestion or complaint.

 Take written details from the applicant on an Interview Form or Complaint Form, as appropriate, (see Appendix E & F) which should be signed by the patient. It would be helpful to provide a copy of this for the person complaining.

 If it is appropriate do not be afraid to express regret for the circumstances which prompted the complaint and distress caused. This is not the same as agreeing with the patients perception of the events that led to the complaint, or admitting liability for what happened, but it may be all that is necessary to resolve the problem.

 Give information about the practice complaints procedure, including, where appropriate;

 how the complaint will be dealt with  the purpose of the procedure  the anticipated timetable  the rules of confidentiality - ensure where the person complaining is not a patient that he/she has obtained written consent from the patient to be dealt with on his/her behalf (see Appendix E) unless (because of the patient's incapacity) it is not possible to obtain consent.

 reassuring the patient that, even within the practice, only those who need to know will be told about the complaint

 Reassure the patient that the complainant, carers and relatives will not be treated adversely as a result of having complained.

 The availability of help from the POhWER service and ICAS (Independent Complaints Advocacy service)

 Possible outcomes of the procedure so that the person complaining may have realistic expectations

 The availability of a reconciliation services through NHS England Complaints

 How to pursue a complaint with the Ombudsman if the person complaining is not satisfied with the practice based investigation

 The time limits for making complaints

 Hand the complainant a complaints information leaflet (see Appendix B) which should also cover the above details.

 In the case of a written complaint, record in complaints register and acknowledge receipt within three days, enclosing a copy of the practice information leaflet on complaints (see Appendix A and B).

6 of 21 INVESTIGATION

 The designated complaints officer should, if appropriate, discuss with the designated doctor (q.v.) the nature of the complaint to decide whether it is administrative or clinical in nature, and upon the response, e.g. a written explanation or the offer of a meeting.

 If it is administrative, it should be decided if it can be dealt with by the Practice Manager, who will discuss the matter with those staff involved within the practice. If clinical, can it be dealt with by the designated doctor for complaints with the doctor involved in the complaint being informed as soon as possible by either the designated doctor or designated complaints officer.

 The designated complaints officer should, depending on the nature of the complaint, endeavour to resolve the complaint to the satisfaction of the patient as quickly as possible, (if the matter cannot be resolved immediately).

 If appropriate, you may wish to seek advice from the practitioners defence organisation, the secretary of the L.M.C. or the authorities complaints manager.

 Complete action/summary (Appendix G) and interview (Appendix F) sheets.

INFORMAL MEETING OR WRITTEN EXPLANATION

 If the matter is straightforward, the complainant should be sent a written response within ten working days of his/her original contact with the practice.

 If it would be more appropriate, invite the complainant to meet the Practice Manager and the team member involved in order to try to resolve the situation.

 If you or the complainant consider that independent reconciliation or help from NHS England may be useful, then approach NHSE complaints manager.

 The written response will normally include;

 a summary of the complaint,  an explanation of the practices view of events,  an apology, where appropriate - always state a feeling of regret that the incident occurred,  the outcome of any meetings and that the complaint has been investigated thoroughly,  details of what has been done to prevent a recurrence of the incidence, where appropriate  ensure that the complainant is satisfied with both the investigation and outcome and that they are prepared to accept the result,  information about the Practice procedures and details of what can happen next, including an offer of further consideration/action by the practice where appropriate and the person complaining would find it helpful. Also:  Consider who sign should the letter - either Practice Manager or patients own G.P.  Adopt as conciliatory and sympathetic a tone as possible.  If delays occur, all parties involved should be informed of progress.  Minor matters may be dealt with by telephone if appropriate.

7 of 21 FOLLOW-UP

 Enter into the complaints log (see Appendix H) a record of the action taken. Audit annually and management review quarterly. Discuss at team meetings "significant event" auditing and where necessary take corrective action.

 Keep a record of the meeting or a copy of the letter sent in case further action results.

 Inform all staff promptly where appropriate of the complaint and its outcomes, including any training needs identified and action taken.

 From April 1996 the Government intend to implement a one year time limit for complaints.

 Issues raised by patients should be routinely discussed as appropriate within the team

 Possibly follow-up patients who have complained after the practice procedure has been completed (Appendix G).

The designated doctor (q.v.) will:-

 Oversee the process.

 Be available to help staff deal with a complaint if a clinical or difficult problem arises.

 Check letters of response.

 Ensure decisions are taken and action required.

 Ensure that a quarterly report is received and discussed by the team.

 In the event of a serious complaint a practitioner should seek advice from his/her professional organisation (e.g. L.M.C. or Defence Union).

CONSEQUENCE OF COMPLAINT

One of the consequences of a complaint against a member of staff can be the feeling of guilt or failure by that staff member and this needs to be addressed. There should be a counselling session if felt necessary. The whole process should involve that member of staff who also needs to be kept aware of the progress of the complaint and the outcome. If that member of staff is found to be at fault, they then need to ensure that the situation does not occur again. Check that the systems in use do not need revision.

Both the person who complains and the team member who is complained about should receive assurance that even within the practice, only those who need to know will learn of the complaint.

All staff should be encouraged to bring incidents to the Practice Manager, to be allowed to talk them through, to be given advice and additional training, where necessary. It is advisable to ensure that the staff have had training in dealing with aggressive patients and are able to cope with them, and of course, they need to be taught how to deal with their own aggression so that it does not come out in feelings with patients however they may be provoked.

Finally, take the attitude that complaints are of great worth and not of great nuisance. Thank your complainant for bringing the matter to your attention, where necessary apologise and remember prevention is better, and in many cases cheaper, than cure!

8 of 21 COMPLAINTS ABOUT G.P.'S WORKING IN COMMUNITY HOSPITALS OR TRUST STAFF WORKING FROM THE G.P. PRACTICE

Complaints about G.P.'s working in Community Hospitals/Trusts or providing services not included in General Medical Services should not be dealt with by means of the practice based procedure. Instead, they should be referred to the Trust or authority with whom the G.P. has a contract for the services provided. For example, if a complaint concerns a district nurse, then the complaint should be referred to that Trust for investigation. G.P.'s working in community hospitals are advised to ensure that they have a contract with the hospital and the establishment has a complaints procedure.

WHAT ABOUT THOSE WHO NEED HELP TO MAKE A COMPLAINT:-

For those whose first language is not English, or if you are aware of other patients with special needs who may need help, should they wish to make a complaint, POhWER, the NHSE Complaints Department or Community Health Council may be able to help with either.

COMPLAINTS RECEIVED AGAINST PRIMARY CARE PRACTITIONERS AND CONTRACTORS

Verbal complaints received against practitioners/contractors will be referred to the relevant Practice Manager or the practitioner for a response.

Alternatively, they may be resolved via the NHSE Complaints Manager by liaising with the Practice Manager or the practitioner concerned and recorded onto the Datix Database.

Primary Care Practitioners and contractors are responsible for Local Resolution of complaints by operating practice based complaint procedures as required by their NHS contracts. Any formal complaint received byNHSE against a practitioner/contractor will be acknowledged and forwarded to the nominated complaints contact at the practice for investigation and response. Practices are requested to supply the with a copy of their response for its records and as part of the quality monitoring process. Help and advice can be obtained from Local Representative Committees and the NHSE’s Complaints Manager.

All Practitioners/contractors will be required to forward a copy of their written response to a complainant to NHSE.

Conciliation Meetings

If the complaint cannot be resolved via a practice based complaint procedure, the Complaints Manager is responsible for facilitating the Conciliation process and for the appointment of Lay Conciliators and professional advisor. Meetings will be held at NHSE offices if appropriate.

Requests for conciliation services must be referred by the Complaints Manager to a Lay Conciliator. The Lay Conciliator will then decide how to handle the request. The Complaints Manager will be responsible for providing any support required by the Lay Conciliator for example producing letters, arranging meetings and making enquiries on his/her behalf.

The Complaints Manager must inform the Director of Nursing and Integrated Governance or other appropriate Senior Manager if he/she believes there are grounds for pursuing urgent action in order to protect patients. The Director of Nursing and Integrated Governance will confirm the action to be taken by the CCG. The matter may then be referred to the CCG’s Performance Screening Group if this gives cause for concern and details of the complaint discussed.

Healthcare Commission

Where a complainant remains dissatisfied at the outcome of a practitioner’s practice based complaints procedure or the outcome of conciliation, they have the right to take their complaint to the Healthcare Commission within two months of the date of the final letter from the practice or the Lay Conciliator.

9 of 21 Monitoring and Recording

All verbal and written complaints received by NHSE against primary care practitioners/contractors will be recorded on the Datix Database.

Primary Care Practitioners and Contractors will be required to provide NHSE with details of the number and type of written complaints received on an annual basis.

Summaries of practitioner complaints will be submitted to the NHSE Patient Experience and Public Focus Sub-Committee and the Performance Screening Group. Reports will also be submitted to the MACCG Clinical Governance Sub- Committee and through the Integrated Governance Report to the Board. All Reports will include details of trends and improvements made as a result of complaint investigations. These reports will not identify complainants or individual practitioners / contractors.

INDEPENDENT COMPLAINTS ADVOCACY SERVICE

About ICAS

The National Health Service (NHS) works hard to treat everyone properly and promptly and most people using the health service are happy with their treatment. But sometimes things can go wrong.

If patients are unhappy with the service they or others have received from a hospital, doctor, dentist, local surgery or any other NHS service, they can complain about it.

Patients have a right to have your concerns investigated and to receive a full reply.

Complaints are an important indicator of the standard of health service provision and positively resolved complaints often improve services. Making a formal complaint can, however, be a daunting experience especially for those in disadvantaged or vulnerable groups.

What is ICAS?

ICAS stands for the Independent Complaints Advocacy Service. It is a free and confidential service that is independent of the NHS and tailored to individual patient need.

Patients who want and are able to raise their concerns are empowered to do so. Patients with more complex needs have access to specialist advocates who can support them through the official complaints process.

How can ICAS help?

An experienced worker, known as an Advocate, can

 help patients to write letters to the right people  prepare patients for and go to meetings with you  help patients explore your options at every stage of the complaint  answer questions to help patients make decisions

Contact Details if the support of an ICAS advocate is required:

Address: Tel: 0845 650 0088 Unit 2.1 Fax: 0115 960 4838 Clarendon Business Park Email: [email protected] Clumber Avenue Office Opening Hours: Nottingham 9am - 5pm (Mon, Tues, Weds and Fri) NG5 1AH 9am – 7pm (Thurs)

A 24-Hour Telephone Voicemail Service is in operation to accept calls outside office hours.

10 of 21 HEALTHCARE COMMISSION ROLE

In 1999, a national evaluation of the NHS complaints procedure revealed the public didn't think the procedure was sufficiently independent or consistent, and that complaints took too long to be processed. As a result, the Department of Health decided that a new complaints system should be set up, with a second stage run by an independent organisation - the Healthcare Commission. The Healthcare Commission, in reviewing NHS complaints in England, aims to be:

 independent  consistent  timely  fair

The Healthcare Commission hopes that more complaints can be resolved at a local level between the NHS organisation or practitioner and the patient, or someone acting on their behalf. Only those complaints that cannot be satisfactorily resolved locally will be taken on by the Healthcare Commission.

By working with other agencies to review the patient's whole experience against consistent criteria, the Healthcare Commission will be able to ensure their decisions are more reliable. We will also use the information from complaints to make more improvements to the quality of healthcare.

The Healthcare Commission carries out independent reviews of NHS complaints. They can only review the complaint if it has already been raised it with the organisation or practitioner concerned and the complainant is dissatisfied with their formal written response, or if the complaint has been with the healthcare provider for six months and has not been resolved. The complainant may be dissatisfied because:

 They feel that the investigation by the local NHS organisation or practitioner was inadequate, incomplete or unsatisfactory

 The complainant may have reason to believe that the underlying issues, which led to the complaint, have not been fully uncovered or understood.

 They may feel that the healthcare provider’s response did not address all the issues raised by the complaint

Which complaints can the Healthcare Commission NOT review?

 A complaint which is not about NHS funded care or treatment.

 A complaint which has not been considered by the healthcare provider under the NHS complaints procedure.

 Normally, a complaint that is received more than two months from the date of the final response letter from the healthcare provider.

 A complaint which has already been considered by the Health Service Ombudsman.

 NHS personnel matters such as recruitment pay or discipline.

 A complaint about matters where you have taken, or intend to take, legal action.

Contact details for the Healthcare Commission

Healthcare Commission FREEPOST NAT 18958 Complaints Investigation Team Manchester M1 9XZ

Tel: 0845 601 3012 Web: www.healthcarecommission.org.uk Email: [email protected] 11 of 21 HEALTH SERVICE OMBUDSMAN ROLE

The Health Service Ombudsman carries out independent investigations into complaints about UK government departments and their agencies, and the NHS in England – and helps to improve public services as a result. They look into complaints that government departments, their agencies and some other public bodies in the UK - and the NHS in England - have not acted properly or fairly or have provided a poor service. They provide a service to the public by undertaking independent investigations into complaints that government departments, a range of other public bodies in the UK, and the NHS in England, have not acted properly or fairly or have provided a poor service.

The Health Service Ombudsman can carry out independent investigations into complaints about poor treatment or service provided through the NHS in England. Their investigators look into complaints against NHS services provided by hospitals, PCTs, GPs, dentists, pharmacists, opticians and other health care practitioners. We can also investigate complaints against private health providers if the treatment was funded by the NHS.

Examples of the sorts of complaints they look into include:

 Receiving the wrong or poor treatment  Errors in diagnosis or treatment  Communication problems within or between services  Significant mistakes over appointments to see a doctor or go to hospital  Failure by an organisation to provide or pay for a service e.g. continuing care  Delay that could have been avoided  Faulty procedures, or failing to follow correct procedures  Unfairness, bias or prejudice  Giving advice which is misleading or inadequate  Rudeness and not apologising for mistakes  Not putting things right when something has gone wrong

Examples of what the Health Service Ombudsman cannot look into:

 In some cases they can't investigate complaints because they don't have the legal power to do so, for example they can't look at complaints about private health care in non-NHS hospitals or nursing homes.  They also can't look at staff matters - such as recruitment, pay and discipline, or at commercial or contractual issues.

The Health Service Ombudsman can be contacted: Health Service Ombudsman Millbank Tower Millbank London, SW1P 4QP

Tel: 0845 015 4033 E-mail: [email protected] Website: www.ombudsman.gsi.gov.uk

Review by 30th June 2016 or before if necessary.

12 of 21 APPENDIX A

CONFIDENTIAL

Dear ...... Date ......

I acknowledge receipt of your complaint and I was very sorry to learn of your dissatisfaction with the service provided by the practice.

We are looking into the issues raised and once the investigation has been completed, I will contact you to arrange a time when we can meet to try and resolve your complaint. This will be in the next few weeks. If there are likely to be any unavoidable delays you will be informed of this.

In the meantime, please contact me at the surgery if you feel I can be of further assistance on the matter.

Yours sincerely

Nicola Ryan PRACTICE MANAGER

(Enc)

(N.B. Enclose a copy of the complaints leaflet, ICAS details, POhWER leaflet and consent form if appropriate).

13 of 21 APPENDIX B

PATIENT COMPLAINTS INFORMATION LEAFLET

We always try to give you the best services possible, but there are times when you feel this has not happened. We operate a practice complaints procedure (which meets national criteria) as part of the N.H.S. system for dealing with complaints. This leaflet explains what to do if you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice. At no point will you, your carer or relative be treated adversely by the practice as a consequence of making a complaint.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint we would like you to let us know as soon as possible - ideally within a matter of days or at most a few weeks - because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint within six months of the incident that caused the problem, or, within six months of discovering that you have a problem, provided this is within twelve months of the incident. Our Complaints Procedure will allow us to look into and if necessary, put right any problems you have identified or mistakes that have been made. If you wish to make a complaint, please write to our Practice Manager Nicola Ryan, or telephone for an interview to discuss the matter. We shall acknowledge your complaint within three working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation or a meeting with the people involved. When we look into your complaint, we shall aim to:-

 Find out what happened and what went wrong.  Make it possible for you to discuss the problem with those concerned, if you wish to.  Make sure you receive an apology, where this is appropriate.  Identify what we can do to make sure the problem does not happen again.  Occasionally if we have to make a lot of enquiries, it may take longer, but we will keep you informed.

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this. We hope that if you have a problem, you will use our practice based complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice, and hope you will feel satisfied that we have dealt with the matter thoroughly. But this does not affect your right to approach NHS England if you feel you cannot raise your complaint with us OR you are dissatisfied with the result of our investigation. We will then direct you to the appropriate authorities who will be able to help you.

Please be assured that should you feel the need to make a complaint this will not in anyway have any effect on your care within the Practice. The Practice will at no point discriminate against any complainant or friends and relatives of the complainant registered at the Practice.

Assistance with Practice Complaints can be gained from the following bodies -

POhWER www.pohwer.net

NHS England PO Box 16738 Redditch B97 9PT By email to: [email protected] Please state: ‘For the attention of the complaints team’ in the subject line. By telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)

14 of 21 APPENDIX C

WE OPERATE A PRACTICE COMPLAINTS PROCEDURE AS PART OF THE NHS

SYSTEM FOR DEALING WITH COMPLAINTS. OUR SYSTEM MEETS THE

NATIONAL CRITERIA.

OUR PRACTICE MANAGER (NICOLA RYAN) CAN GIVE YOU FURTHER

INFORMATION. OUR PRACTICE COMPLAINTS LEAFLET GIVES DETAILS OF

THE PROCEDURE AND IS AVAILABLE FROM RECEPTION.

OUR AIM IS TO GIVE YOU THE HIGHEST POSSIBLE STANDARD OF SERVICE

AND WE TRY TO DEAL SWIFTLY WITH ANY PROBLEMS THAT MAY OCCUR.

PLEASE BE ASSURED THAT THE PRACTICE DOES NOT DISCRIMINATE

AGAINST ANY COMPLAINANT AND THE CARE OF YOURSELF AND YOUR

FAMILY WILL IN NO WAY BE AFFECTED NEGATIVELY, WE AIM ONLY TO

IMPROVE.

PLEASE HELP US TO HELP YOU.

15 of 21 APPENDIX D

Verbal Complaint Recording Form

To be completed in the event of a verbal complaint being made by a patient or member of the public on behalf of a patient.

PLEASE WRITE CLEARLY AND COMPLETE ALL SECTIONS

Date: Time:

Location of Incident: Service:

Details of Complainant

Surname: Forename:

Mr / Mrs / Miss / Ms / Dr / Other (please state)

Address:

Postcode: Telephone Number:

Staff Involved:

Surname: Forename:

Job Title: Work Base:

Details of Complaint (brief factual account of the complaint)

Action Taken (has the complaint been resolved to the satisfaction of the complainant? Y/N

Form Completed by

Name: Title:

Date: Please copy to the Practice Manager

16 of 21 APPENDIX E

COMPLAINT FORM (continued)

Where the complainant is not the patient:

I ...... authorise the complaint set out overleaf to be to be made on my behalf...... and I agree that the practice may disclose to ...... (only in so far as is necessary to answer the complaint) confidential information about me which I have provided to them.

Patients signature Date:

Name and Address:

17 of 21 APPENDIX F

INTERVIEW SHEET

Date:

Name of person interviewed:

Address:

Name of interviewer:

Comments:

Content agreed with person interviewed.

Signed ______(Interviewee)

18 of 21 APPENDIX G

Questionnaire

Dear Date

It is now a month since we had our last contact with you about the complaint you made on ...... We are keen to monitor the complaints procedure and should be grateful if you would complete and return the enclosed questionnaire.

Thank you.

Yours sincerely

Nicola Ryan PRACTICE MANAGER

Enc

19 of 21 PRACTICE COMPLAINTS PROCEDURE

very easy easy not very difficult easy 1 Once you had decided to make a complaint, how easy was it to find out how to go about it?

2 How did we handle your complaint in terms of :

listening to you

dealing with it promptly

the final response

Do you have any other comments?

Thank you.

Signed ......

Print Name ......

Date ......

20 of 21 ANALYSIS OF COMPLAINT APPENDIX H

DATE COMPLAINANT REG NATURE OF REPLY TYPE OUT- & D of B Y/N COMPLAINT DATE ADMIN / COME CLINICAL ------

Analysis of assessment sheets may show e.g.

(a) Further training may be needed in communication between receptionist and patient. (b) Telephone systems cannot cope with the amount of incoming calls and therefore should be renewed. (c) The duty doctor may not be explaining him or herself adequately to the patient requesting a home visit. (d) The appointment system needs looking at.

The assessment sheets may prove a useful tool for identifying the need for change.

21 of 21