All practices will need to set up their own practicebased procedures for dealing with patients complaints by that date. It also applies to all services provided by a health and social care partnership on behalf of a local authority. A complaint made by any nhs organisation or private or independent provider or responsible body. You can often find information in waiting rooms, at reception, on the service providers website, or by asking a member of staff. If you are dissatisfied with something we have done, or. Nhs complaints handling procedure page 1 of 62 our complaints handling procedure the patient rights scotland act 2011, together with supporting legislation, introduced the right to give feedback, make comments, raise concerns and to make complaints about nhs services. Related information on nhs complaints procedures in the 4 nations are also available. They explain the complaints handling procedure and when youll get a response. It is possible for customer complaints to bring positivity in the business only if it is managed, handled, and resolved accordingly and properly. Nhs lothian complaints procedure nhs lothian is committed to providing high quality care and treatment to people in our communities through the delivery of safe, effective and personcentred care.
The local authority mchp has been developed by spso in partnership with a working group of local authority complaints experts and applies to all local authorities and all local authority services. How do i make a complaint talk it through talk to an appropriate member of staff in the relevant department or ward and they will try to sort things out as quickly as possible. The purpose of this procedure is to set out the processes for dealing with formal complaints in accordance with revised national health service complaints regulations 2009 no 309. National health service scotland complaints handling procedure.
The procedure has been developed by nhs complaints handling experts working closely with the scottish public services ombudsman spso. Dental complaints service, stephenson house, 2 cherry orchard road, croydon cr0 6ba telephone. Read guidance about dealing with unfair comments on websites. Nhs england complaints policy nhs england policy and corporate procedures version number. Draft nhs model complaints handling procedure management. Governors and members however should refer, or ask the trust secretary to refer, any complaints that they receive to the complaints department or the patient advice and liaison service appendix 5. However, other options may also be appropriate depending on the objective of the complaint, such as obtaining an apology, compensation, disciplinary action, a. It also meets all the requirements and principles of the patient rights scotland act 2011. The nhs complaints procedure is the statutorily based mechanism for dealing with complaints about nhs care and treatment and all nhs organisations in england are required to operate the procedure. Complaints can be a cause of concern for staff, particularly if the concerns raised relate to their area. For public health services complaints, contact the local government ombudsman.
Our complaints procedure leaflet nhs greater glasgow and clyde is committed to providing high quality care and treatment to our patients, and excellent service to others who use its services. You have the right to make a complaint about any aspect of nhs care. We will always try to deal with your complaint quickly. Download our public complaints handling procedure pdf 757kb if you require the leaflet or any of the information in a different format please get in touch with us by email nss. Nhs grampian feedback service summerfield house 2 eday road aberdeen ab15 6re. The procedure has been developed by nhs complaints handling experts working closely with the.
Visit nhs inform for more information about nhs feedback, complaints and your rights. Complaints policy and procedure west herts college. Resolving problems and making a complaint about nhs care. Quick guide to the nhs complaints procedure complaints procedu re you can make your complaint in person, by phone, by email or in writing. A full version of our complaints procedure is also available.
Complaints procedure to make sure that all complaints are handled efficiently, fairly and consistently, we have a complaints procedure in place. Nhs england will acknowledge all complaints no later than the third working day after the day the complaint is received. The revised procedure brings with it a standardised approach to handling complaints across the nhs which complies with guidance from the scottish public service ombudsman. Rhiannon beaumontwood, executive director of quality, nursing and allied health professionals. How to complain about the nhs business services authority.
Make sure that investigations are thorough, fair, responsive, open and honest. This procedure replaces the trusts complaints policy and procedure issued in 2014. Kyle yeldon, senior customer service manager and lee bennett, strategic complaints lead. Nhs choices complaints policy feb 2014 v2 7 support for staff involved in complaints. At nhs professionals we value the comments and opinions of our partner trusts so we can continue to improve our service. You will also receive an explanation of any lessons learned or changes that will. The national office will investigate complaints in an effort to bring the chapter into compliance. The people who look after your health will do whatever they can to make sure you are treated properly and promptly and we are always happy to hear about your experiences, good or bad. All nhs organisations must have a complaints procedure that tells you who is responsible for handling complaints, how they manage and might investigate a complaint, how they respond following an investigation, and. The nhs scotland public facing model complaints handling procedure pdf. Complaints must note a specific violation of honor society policy, as reflected in the nhs constitution.
Dealing with complaints made against you in primary care. Nhsscotland public facing model complaints handling procedure. The nhs complaints procedure and how it works st georges. Ensure that our complaints procedure is easy to understand and simple to use. Nhs dumfries and galloway complaints handling procedure. The ccg also adheres to the nhs constitution including the five rights covering complaints and redress.
Complaints and feedback policy and procedure page 5 of 50 1. Complaints may be filed when a chapter is in violation of an honor society policy. We understand, however, that sometimes things go wrong. Complaints must be made within six months of the event, or knowledge of the event. Nhs complaint procedure complaining about nhs services everyone who provides an nhs service in england must have their own complaints procedure. Introduction to the nhs complaints procedure the mdu. The nhs complaints procedure applies to all services provided or funded by the nhs including gps, hospitals. You can either complain to the nhs service provider directly such as. The complaints procedure applies to nhs bodies and all providers of nhs healthcare including. The nhs might ask the child to fill in a permission to act on my behalf form. Complaints berkshire healthcare nhs foundation trust. Although the nhs complaints advocacy service cannot support complaints in these cases, we will point you in the right direction of where to get help. We have a standard approach to handling complaints across the nhs, which complies with the spsos guidance on a model complaints handling procedure, meets all of the requirements. These fall outside of complaint legislation but require investigation.
This policy and procedure sets out how the nhs complaints procedure will. If you wish to comment or give feedback about this website or make a complaint about our content or any operational issues, contact the service desk team additionally, you can take a look at the nhs website complaint process pdf, 167kb or, for more detailed information, see the nhs website complaints policy pdf, 620kb. The nhs scotland public facing model complaints handling procedure pdf you can contact us to praise staff, comment on our standards of care or let us know your views on any other aspect of nhs services in grampian by the following. Nhs complaints procedure england pdf nhs complaints procedure faqs england pdf 48k general practitioner england gp practices. This annual collection is a count of written complaints made by or on behalf of patients, received between 1 april 2017 and 31 march 2018. The revised procedure is intended to support nhs boards and their service providers to take a consistently personcentred approach to complaints handling across nhs scotland.
The nhs 24 public facing complaints handling procedure. Under the 2009 regulation the nhs formal complaints procedure. The standard nhs complaints procedure can be used for most complaints about nhs services. This booklet also contains a guide setting out one model for a practicebased complaints procedure, and resource. There is an nhs complaints procedure to help you resolve your individual complaint, which we have no role in. Additionally, you can take a look at the nhs website complaint process pdf. Policy statement west hertfordshire hospitals nhs trust acknowledges the importance of an effective and efficient complaints policy and procedure. The procedure involves a number of different stages you need to take to resolve your complaint. Complaints policy and procedure version 2 ratified by. Guidance for staff on preparing statements in response to a complaint can be provided by the senior management. The nhs and social care complaints procedure was introduced in england on 1 april 2009. Let us know when weve done well or exceeded your expectations for example if one of our flexible workers has shown exceptional dedication or commitment to hisher job or our local staff have provided exceptional. This document tells you about nhsscotlands complaints procedure, how to make a complaint to us here at nhs health scotland and what you can expect from us.
How to make a complaint about nhs services citizens advice. A step by step guide introduction if you are unhappy with the service you or others have received from the nhs, whether it be a hospital, doctor, dentist or any other nhs service, you can raise your concerns about it. Complaints relating to compliance with welsh language standards. How to complain to the nhs nhs the nhs website nhs. Complaints will be investigated through the local resolution stage of the nhs complaints procedure. You will be provided with a comprehensive response, which answers your concerns and, where possible, by those who know the most about your care.
Every ccg will have its own complaints procedure, which is often displayed on its. On april 1 2017 nhs fife implemented a revised complaint handling procedure. Complaints involving non nhs organisations there are separate complaints procedures for social care complaints or complaints about privately arranged services. For more information about complaints about the medical treatment of children and young people. The complaint will be investigated and you will receive the findings of the investigation along with an apology. If you are an inpatient on a ward, the best person to speak to is. Nhs 24 complaints procedure nhs 24 is committed to providing high quality care and treatment to people in our communities through the delivery of safe, effective and personcentred care. To be treated with respect and for responses to be courteous and relevant. User lodges complaint with the nhs website service desk at each stage of the complaints process, users can expect the following. This list of complaint policy examples can serve as your guideline when creating your own complaint policy for your business. The nhs constitution sets out your rights as a patient, and explains the commitments the nhs has made to. The local resolution stage is governed by the local authority social services and national health service complaints england regulations 2009. Managing concerns and complaints policy and procedure page 7 of 27 5.
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