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

Occasionally, a complaint will be received where the complainant has no apparentconnections with the patient concerned. In such cases, before any investigationcommences, the following points will be clarified:• Does the patient know a complaint has been made on their behalf?• Has the patient authorised the complainant to make enquiries or can anacceptable connection be established?Letters received from solicitors raising a complaint on behalf of an individualshould be dealt with in the same way as all other complaints unless it is explicitthat legal action is intended, in which case the matter will be referred to theBusiness Support Manager (Complaints).If consent is not given, the Business Support Manager (Complaints) will determinewhether the patient would like to receive a response to the complaint themselves.In either case a letter will be sent to the complainant detailing the patient’sdecision.4.4.5 Equality and DiversityEvery opportunity must be given to patients with physical or emotional needs tomake a complaint. Although it is helpful to receive complaints in writing this wouldnot preclude complaints made in Braille, video or audio cassette. Assistance willbe offered to patient’s whose first language is not English. The Business SupportManager (Complaints) will explore all avenues to enable all patients/carers haveaccess to the complaints procedure.4.4.6 Assistance with ComplaintsComplainants will be advised of ways to access assistance, i.e. ICAS-POhWER(Independent Complaints Advocacy Service). They can be contacted on 084512037484.4.7 Complaints about a continuing care decision / Stepdown decisionThe fact that a patient has had their case considered by a continuing care reviewpanel does not affect their rights under the NHS complaints procedure. They cancomplain about the original decision on discharge, or the continuing care reviewprocess, through the NHS complaints procedure.4.4.8 Mixed sector complaintsWhere a complaint involves more than one NHS provider, or one or more otherbodies (eg Social Services), there will be full co-operation in seeking to resolve thecomplaint through each body’s local complaints procedure. The individualorganizations may decide to respond separately or the receiving organisation maycollate responses and respond in one letter. The Business Support Manager8