the dudley group of hospitals nhs trust complaints policy and ...

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• provide a thorough and effective mechanism for resolving complaints andalso matters of concern• enable lessons learned to be used to improve the quality of services• be regularly reviewed and amended if found to be lacking in any respect• be consistent with national guidance.• provide the essential information for complaints reporting, eg. Copy ofcomplaints procedure to complainant (containing information regardingassistance from ICAS-POhWER), details of response times, etc.• ensure complainants are treated courteously and sympathetically2 POLICY2.1 General PrinciplesIt is important that the correct procedures are followed and that the contents of thisdocument are brought to the attention of all staff who are likely to receivecomplaints and patients/carers who wish to express their dissatisfaction.Complaints will be viewed in a positive way by using them to identify what serviceimprovements should occur. Health Service Providers have a responsibility to doall that is possible to reduce the need for complaints by patients, their relatives andadvocates.The Trust will act in accordance with the legal directions of the National HealthService (Complaints) Regulations 2004 and the National Health Service(Complaints) Amendment Regulations 2006.The Business Support Manager (Complaints) is the officer responsible foradministrative co-ordination and for ensuring that complaints are actioned in linewith the guidance. He/she will investigate and respond to complaints directed tothe Chief Executive or other members of staff.2.2 Proactive Complaints ManagementStaff members must place greater emphasis on resolving complaints quickly andon the spot, wherever possible (see 2.3 and 2.4 below). This may be through animmediate informal response by a front-line member of staff or practitioner, orthrough subsequent investigation. The complaints procedure will be advertisedwidely throughout the Trust. Leaflets will be available within departments, withfurther supplies available from the Business Support Manager (Complaints).2
2.3 Communicating with the ComplainantThe following principles are to be applied in any communication with thecomplainant:• Listen to the concerns being expressed• Be open, fair, flexible and conciliatory• Be courteous and sympathetic• Be apologetic where appropriate; an apology is not an admission of liability• Be prompt and follow the established time limits for reply2.4 Roles of Staff MembersTrust Board – will receive the Complaints Annual ReportChief Executive – has a responsibility for the effective management of complaintsand is held accountable for the performance of the organisation in handlingcomplaints.Operations Director – has the responsibility for ensuring the complaints policyand procedure is in place.Associate Director (Performance Delivery) – has the responsibility for managingthe Business Support Manager and ensuring complaints are appropriatelymanaged within the Trust’s Complaints Policy.Business Support Manager (Complaints) - has the responsibility for managingthe complaints process and for co-ordinating and responding to complaints. TheBusiness Support Manager (Complaints) also has responsibility for co-ordinatingall litigation claims and for reporting each claim to the NHS Litigation Authority.Medical Services Heads/Matrons/Senior Managers – have the responsibility ofensuring that investigations are carried out in a timely fashion and for providinginformation to the Complaints Co-ordinators.Complaint Co-ordinators – will be responsible for investigating complaints, forco-ordinating response to a complaint and for providing the written response forthe Chief Executive’s signature.All staff – any member of staff who is approached by a patient or theirrepresentative with a complaint should endeavour to resolve the matter there andthen. If this is not possible, PALS (Patient Advice and Liaison Service) or theComplaints Department should be contacted.3
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