Complaints Procedure

YORK ROAD GROUP PRACTICE

RECEPTIONISTS HANDBOOK PROTOCOLS, POLICIES AND PROCEDURES

COMPLAINTS PROCEDURE

 

 

The NHS and Social Care Complaints Procedure April 2009.

 

Responsible Bodies for handling complaints:

  • Practice
  • PALs
  • NHS England
  • Ombudsman

 

TIME SCALES FOR MAKING A COMPLAINT

Complaints should be made within 12months of an incident happening or of the patient becoming aware of the problem. The 12 month limit does not apply if the Practice/NHS Western Cheshire or Ombudsman is satisfied that:

  • There were good reasons for not making the complaint within the time limit.
  • Despite the delay, it is still possible to investigate matters effectively & fairly.

 

An Oral complaint that is dealt with by the next working day will not be included in the complaint procedure.

 

 

HOW TO MAKE A COMPLAINT

Patients can make their complaints to the practice:

  • Orally
  • In writing (including email)

 

Patients can make their complaints to NHS England

  • Orally
  • In writing
  • Electronically

 

Patients can also make complaints via a Solicitor.

  • The Solicitor must have signed consent from the Patient to allow them to act on their behalf.

 

Patient complaints are never filed into their medical record.

 

WHO IS RESPONSIBLE FOR HANDLING COMPLAINTS IN THE PRACTICE

The Practice Complaints Administrator is the person responsible.

  • Initial Verbal complaints can be made via the Admin Team Leader
  • The responsible person for the Practice is Dr C Dale on behalf of the Partners.
  • Cathy Bedford – Practice Manager, Gill Mc Que – Secretary and the GPAs provide administrative assistance.

 

 

RESPONDING TO COMPLAINT DIRECT FROM PATIENT

  • We will acknowledge receipt of any complaint within three working days.
  • Where appropriate we will offer the complainant an appointment/telephone consultation to discuss the matter.
  • We will investigate the complaint as quickly as possible.
  • The complainant will be kept informed as reasonably practicable of the progress of the investigation.
  • We will send a written response to the complainant on completion of the investigation and the responsible person will also complete a templated report which they will sign and date.
  •  The report will include:
    • An explanation of how the complaint was handled.
    • The conclusion reached, including answers to all points raised by the complainant and any remedial actions the responsible person considers to be needed.
    • Confirmation that the practice is satisfied that any actions which have been proposed have been taken.
    • Details of the complainant’s right to take their complaint to the Health Service Commissioner under the 1993 Act.

 

 

 

RESPONDING TO COMPLAINT VIA ANOTHER RESPONSIBLE BODY

  • The practice will handle a complaint and send an acknowledgment to the complainant within three working days.
  • The Practice will then follow the procedure as laid out above
  • The Practice will gain patients consent to disclose information to other bodies.
  • The practice will co-operate with complaints being considered by more than one responsible body and make provision for disclosure and co-operation, with the patient’s prior consent.
  • The Practice will agree with other responsible bodies who will coordinate the handling of the complaint and any communication with the complainant.
  • All complaints from Solicitors will be passed onto the Doctors Medical Defence Organisation and they will take over the responses.

 

 

FOLLOW UP AND IMPLEMENTATION OF CHANGE WITHIN THE PRACTICE

  • All complaints & concerns will be placed on practice meeting agendas for discussion and review and acted on accordingly.

 

RECORD KEEPING

  • Each complaint will be recorded.
  • The reason and outcome of the complaint will be recorded.
  • All correspondence with the complainant will be recorded to include timescales and final report.
  • All complaints will be kept for 10 years in line with the records retention protocol.

 

 

END OF YEAR

The Practice will produce an annual report in April to include:

  • Number of complaints received.
  • Number of complaints that where upheld, partial upheld and not upheld.
  • The number of complaints that were passed on to the Ombudsman.
  • A summary of the subject matter of complaints
  • Any actions which have been taken or are being taken as a consequence of the complaint.
  • One copy is input onto the NHS England Digital portal and a copy is kept in practice for any person to see on request.

 

 

 

 

Written: August 2015/cmb

Reviewed: May 2023