Policy Statement

In the event of concern or complaint, patients have a right to be listened to and to be treated with respect. Service providers should manage complaints properly, so concerns are dealt with appropriately. Complaints are a valuable source of feedback, they can be an early warning of failures in service delivery. When handled well, complaints provide an opportunity to improve service and reputation.

Aims & Objectives

• We aim to provide a service that meets the needs of our patients, and we strive for a high standard of care

• We welcome suggestions from patients about the safety and quality of service, treatment and care we provide

• We are committed to an effective and fair complaints system

• We support a culture of openness and willingness to learn from incidents, including complaints

Complaints Policy

• Patients are encouraged to provide suggestions, compliments, concerns and complaints and we offer a number of ways to do this

• Patients are encouraged to discuss any concerns about treatment and service with their treating clinician, or they can complete our customer feedback form

• Staff can also use the feedback form to record any concerns and complaints about the quality of service or care to customers

• All complainants are treated with respect, sensitivity and confidentiality

• All complaints are handled without prejudice or assumptions about how minor or serious they are. The emphasis is on resolving the problem

• Patients and staff can make complaints on a confidential basis, or anonymously if they wish, and be assured that their identity will be protected

• Patients and staff will not to be discriminated against or suffer any unjust adverse consequences as a result of making a complaint about standards of care and service

Managing Complaints

• Staff are expected to encourage patients to provide feedback about the service, including complaints, concerns, suggestions and compliments

• Staff are expected to attempt resolution of complaints and concerns at the point of service, wherever possible and within the scope of their role and responsibility

Resolution

The process of resolving the problem will include:

• an expression of regret to the consumer for any perceived harm or distress suffered

• an explanation or information about what is known, without speculating or blaming others; considering the problem and the outcome the consumer is seeking and proposing a solution; and confirming that the patient is satisfied with the proposed solution.

If the problem is resolved, staff are expected to complete the Suggestion for Improvement Form to record feedback from patients.

If the Complaint is Not Resolved

Complaints that are not resolved at the point of service, or that are received in writing and require follow up, are regarded as formal complaints. If the complaint is not resolved at the point of service, a copy of the complaints policy is expected to be provided to the complainant. The first two sections of the Complaint Follow Up Form are then completed.

Responsibilities

• Dr Sophie Phillips is responsible for coordinating investigation and resolution of formal complaints, conducting risk assessments, liaising with complainants, maintaining a register of complaints and other feedback, and monitoring the performance of the complaints policy and procedure.

• Dr Sophie Phillips is responsible for a proactive approach to receiving feedback from service users; investigation and review of complaints; and follow up action for serious complaints, or where complaints result in recommendations for change in policy of procedures.

• Dr Sophie Phillips is responsible for:

·       Ensuring appropriate action is taken to resolve individual complaints

·       Acting on recommendations for improvement arising from complaints

·       Ensuring compliance and review of the complaints management policy

·       Notifications to insurers

Training

Staff need to have been appropriately trained in complaints management. This training will be renewed and updated at regular intervals.

Promoting Feedback

Feedback can be provided in a variety of ways, including:

• Verbally in person

• Via our feedback form (available on our website or a copy can be requested by email)

• Via independent review sites (such as Google)

• Discretely located suggestions box

Timeframes

• We aim to acknowledge formal complaints in writing or in person within 48 hours

• The acknowledgment provides details for the person who is handling the complaint, how the complaint will be dealt with and how long it is expected to take

• If a complaint raises issues that require notification or consultation with an external body, we aim to notify/consult the external body within three working days of those issues being identified

• If the complaint is not resolved within 20 days, the complainant and persons who are directly involved in the complaint will be provided with an update

Records and Privacy

• Records of informal feedback and formal complaints will be kept in a complaints and patient feedback register

• Recommendations for change and any subsequent action that has been taken following a complaint will be made available to all staff

• All interactions with the complainant, including verbal, are documented in the patient record

• Personal information in individual complaints is kept confidential and is only made available to those who need it to deal with the complaint

• Patients are provided with copies of their medical records. Others requesting copies of a patients’ medical records as part of resolving a complaint are provided with access only if the patient has provided authorisation.

Investigation and Resolution

An investigation of the complaint is carried out to identify what happened, the underlying causes of the complaint and preventative strategies. Information is gathered from:

• Talking to persons directly involved

• Listening to the complainant’s views

• Reviewing medical records and other records

• Reviewing relevant policies, standards or Guidelines

Monitoring and Evaluation

The amount of time taken to resolve complaints, whether recommended changes have been acted on and whether satisfactory outcomes have been achieved are all monitored.