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

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