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

4.9.4 Archiving and Disposal of RecordsGuidelines relating to the archiving and disposal of records are contained within theTrust’s Records Management Strategy; complaints files will be retained for 11 years.4.9.5 Access to this policyThis policy will be given, free of charge, to any person who makes such a request. Itwill be available on the Trust’s website www.dudley.nhs.uk under the section“Freedom of Information”.4.9.6 ComplimentsThe Trust keeps a record of all letters of praise / compliments received. All managerswill send copies of all letters received to the Business Support Manager (Complaints).5 INDEPENDENT REVIEW, ROLE OF THE HEALTHCARE COMMISSION ANDHEALTH SERVICE OMBUDSMAN5.1 Independent ReviewIf a complainant remains dissatisfied following local resolution they have the right torequest an independent review of their complaint by contacting the HealthcareCommission.5.2 Role of the Healthcare CommissionResponsibility for the independent review element of the NHS complaints proceduretransferred from the Trust to the Healthcare Commission on 1 August 2004. The Trust’sComplaints Leaflet, sent out with each complaint acknowledgement, explains the role ofthe Healthcare Commission. A leaflet ‘Unhappy with the way your complaint has beenhandled by the NHS?’ is also available from the Business Support Manager(Complaints).5.3 Role of the Health Service OmbudsmanA leaflet ‘Problems with a service provided through the NHS? – How we can help’explains the role of the Health Service Ombudsman in greater detail and is availablefrom the Business Support Manager (Complaints). The Health Service Ombudsmanhas overarching control of the NHS Complaints Procedure. A complainant may contactthe Health Service Ombudsman’s office at any point. However, it should be noted thatthey are not likely to become involved until the NHS Complaints Procedure hasconcluded.Originator: Maria Smith, Business Support Manager (Complaints)Approver: Paul Farenden, Chief ExecutiveDate of Approval: October 2006 Date of Review: October 200920