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

More documents

Recommendations

Info

If a patient complains in writing, the Complaint Co-ordinator will endeavour to resolvematters quickly, also having regard to the patient’s need for continuing care. If eitherside feels that the matter cannot be resolved and the complaint is impacting on therelationship between the patient and the clinician, the clinician must contact his or herMedical Service Head as a matter of urgency (i.e. within 24 hours) to discuss the mostappropriate way to resolve the matter. They will refer the matter to the AssociateMedical Director or Medical Director.As indicated in the complaints leaflet given to patients when their complaint isregistered, their care will not be affected when a complaint is made.The clinician and Medical Service Head will consider the options and agree whether it isappropriate to ask a different clinician to take over the patient’s care –a) on a temporary basis until the complaint is resolved, orb) permanently, if it is felt that it would not be in the patient’s best interests to remainunder that individual’s care.If a complaint is registered at the time the clinical treatment is completed, the clinicianhas a duty of care to ensure that the patient is advised of the situation separating theissue of treatment and any aspect relating to a complaint. In addition, anycorrespondence relating to the complaint must not be filed within the patient’s healthrecords.4.4 Types of Complaints4.4.1 Written ComplaintsWritten complaints may be received by the Chief Executive, Business SupportManager (Complaints), Complaints Co-ordinator or any member of staff workingwithin the Trust. All written complaints should be forwarded to the BusinessSupport Manager (Complaints) in the first instance to be registered and formallyacknowledged. This will not delay the commencement of the investigation.4.4.2 Verbal ComplaintsVerbal complaints are viewed as seriously as written complaints. Any member ofstaff who is approached by a patient or their representative with a complaint willendeavour to resolve the issues at the time. Any verbal complaint, which cannotbe resolved at the time, will be subject to the same timescale as a written one.If the matter remains unresolved, the member of staff receiving the complaint willprepare a clear record of the details as soon as possible and seek confirmation ofthese by the complainant. It is recommended that written records are maintainedin case further action is taken by the complainant at a later date. These should beforwarded to the Complaints Department. Records will be updated as furtherinformation becomes available. The Complaints Co-ordinator has discretion in6
determining the occasions when maintaining a written record of all criticisms,complaints etc may prove impractical.It may be appropriate for the entire process of local resolution to be conductedverbally, without any written communication. However, where the complainantindicates that they are not satisfied with the verbal response, or where the persondealing with the complaint considers that the complainant may wish to take thematter further, it is recommended that the matter be concluded with a letter to thecomplainant. Any such letters may be signed by the Business Support Manager(Complaints). A copy of the Trust’s Complaints Leaflet will be enclosed with theletter.4.4.3 Complaints via EmailComplaints received via email will be viewed as seriously as written complaintsand processed in the same manner. Any acknowledgement or response lettersshould be sent by post. Signed consent will still be obtained from the patient beforeresponding to patient specific issues.4.4.4 Complaints via a Third PartyThere are many occasions where a complaint is made indirectly through a thirdparty (e.g. Members of Parliament, GPs, parent or sibling). The process andinvestigation will normally follow the same procedure as a complaint, which ismade directly by a patient.In all cases, when a letter of complaint is received by a third party, the BusinessSupport Manager (Complaints) will acknowledge the letter and ensure that consentfrom the patient has been obtained by the third party to investigate. When draftingthe response, the Business Support Manager (Complaints) should always beaware of the confidential nature of the response. All final responses will be copiedto the patient.Exceptions will include requests from a parent of a patient under the age of 16 (if achild is considered capable of understanding the implications of their decisionsthen their wishes should be followed) and complainants who have guardianship orpower of attorney, which has been registered with the Court of Protection. In allcases the status of the complainant should be confirmed and each request will beconsidered on a case-by-case basis. If it is evident from the complaint that thepatient is unable to consent to the investigation, the Business Support Manager(Complaints) will decide whether to proceed, following discussion with thecomplainant.When a complaint is received relating to a deceased patient, a response will besent to the next of kin only.7
Page 1 and 2: THE DUDLEY GROUP OF HOSPITALS NHS T
Page 3 and 4: 2.3 Communicating with the Complain
Page 5: Department simultaneously to addres
Page 9 and 10: (Complaints) will act as the liaiso
Page 11 and 12: Unreasonable, for example pursuing
Page 13 and 14: 4.7 Investigating and Responding to
Page 15 and 16: 4.7.5 Draft responsesWherever pract
Page 17 and 18: possible, they should have the oppo
Page 19 and 20: 4.9.2 Changing PracticeWhen the inv

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

Create successful ePaper yourself

Delete template?

Save as template?