We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please call reception and the practice manager will deal with your concerns appropriately. 

Your comments and suggestions are important to us, please call reception if you have any comments about the practice and suggestions as to how we can improve our service to you.

Person responsible for review of this policy: Practice Manager

Purpose

The policy sets out the approach of Chainbridge Medical Partnership to the handling of complaints.

This policy is relevant to all employees and anyone who works at Chainbridge including non-clinical staff. Individuals training and visitors/observers on the premises must also adhere to this.

This policy will be reviewed to ensure that it remains effective and relevant.

Importance of having a complaints procedure

In spite of the efforts of all staff it is likely that a complaint will be made by a patient at some point. To reduce the anxiety and apprehension for both patients and staff it is crucial to have a procedure for handling complaints.

How complaints can be made

Complaints may be received in writing or orally. Where a patient is unable to communicate a complaint by either means on their own then arrangements will be made to facilitate the giving of the complaint.

Persons who can complain

Complaints can be made by patients, former patients, someone who is affected, or likely to be affected, by the action, omission or decision of individuals working at the practice, or by a representative of a patient who is incapable of making the complaint themselves.

When a complaint is made on behalf of a child, there must be reasonable grounds for the complaint being made by the representative rather than the child and the complaint must be being made in the best interests of the child. If this is not the case, then written notification of the decision not to investigate the complaint must be sent to the representative.

Time limit for making a complaint

Complaints can be made up to 12 months after the incident that gave rise to the complaint, or from when the complainant was made aware of it. Beyond this timescale it is at the discretion of the practice as to whether to investigate the matter.

Persons responsible for handling complaints

Responsible Person: The Responsible Person is the Practice Manager who is responsible for the supervision of the complaints procedure and for making sure that action is taken in light of the outcome of any investigation.

Initial handling of complaints

1)  When a patient wishes to make an oral complaint then the Practice Manager is to arrange to meet the complainant in private to make an assessment of the complaint. The complainant is to be asked whether they would like to be accompanied at this meeting.

2) The complaint should be resolved at this meeting if possible. If the complaint is resolved then it should be recorded in the complaints register and the implicated staff member is to be told about the details of the complaint.

3) When the complaint cannot be resolved the patient is to be asked to make a written complaint. If necessary the Practice Manager is to write down the complaint on their behalf.  

4) The Practice Manager is to acknowledge a written complaint in writing within 3 working days, stating the anticipated date by which the complainant can expect a full response.

Investigation of complaint

1) The Practice Manager is to discuss the complaint with the implicated member of staff to establish their recollection of events.

2) If the complaint is against the Practice Manager, then the complaint is to be referred to Dr Kenworthy for investigation.

3) The full response to the complainant is to be signed by the responsible person, and include:

• an explanation of how the complaint was considered;

• the conclusions reached in relation to the complaint and any remedial action that will be needed;

• confirmation as to whether the practice is satisfied that any action has been taken or will be taken.

4) If it is not possible to send the complainant a response in the agreed period it is necessary to write to the complainant explaining why. Then a response is to be sent to the complainant as soon as is reasonably practicable.

5) If the complainant is dissatisfied with the handling of the complaint then they are to be advised to contact the Health Service Ombudsman and how to do so.

Recording complaints and investigations

A record must be kept of:

• each complaint received;
•  the subject matter of the complaint;
•  the steps and decisions taken during an investigation;
•  the outcome of each investigation;
•  when the practice informed the complainant of the response period and any amendment to that period;
•  whether a report of the outcome of the investigation was sent to the complainant within the response period or any amended period.

Review of complaints

Complaints received by the practice are to be reviewed at staff meetings to ensure that learning points are shared.

A review of all complaints will be conducted annually to identify any patterns that are to be reported to the Partners.

The Practice Manager will notify the Partners of any concerns about a complaint leading to non-compliance. The Partners will identify ways for the practice to return to compliance.

Publicity

The practice’s arrangements for dealing with complaints and how further information about these arrangements may be obtained by patients is to be publicised by the practice. 

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days, or at most, a few weeks – because this will enable us to establish what happened more easily.  If it is not possible to do that, please let us have details of your complaint:

HOW TO COMPLAIN

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days, or at most, a few weeks – because this will enable us to establish what happened more easily.  If it is not possible to do that, please let us have details of your complaint:

•  Within 6 months of the incident that caused the problem

 or

•  Within 6 months of discovering that you have a problem, provided that this is within 12 months of the incident

 Complaints should be addressed to the Practice Manager. 

WHAT WE WILL DO

We shall acknowledge your complaint within three working days and aim to have looked into your complaint within 28 days of the date when you raised it with us.  We shall then be in a position to offer you an explanation, or a meeting with the people involved.  When we look into your complaint we shall aim to

• Find out what happened and what went wrong
•  Make it possible for you to discuss the problem with those concerned, if you would like this
•  Make sure you receive an apology, where this is appropriate
•  Identify what we can do to make sure the problem doesn’t happen again

COMPLAINING ON BEHALF OF SOMEONE ELSE

Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of physical or mental illness) of providing this.

COMPLAINING TO THE COMISSONING SUPPORT UNIT

There are two ways members of the public can make a complaint - they can complain directly to the healthcare provider, such as a GP practice or dental surgery, or they can complain to the ICB as commissioner of the service. They can make a complaint by calling 0191 512 8277, emailing necsu.complaints@nhs.net, or in writing to: Primary Care Complaints, c/o North of England Commissioning Support Unit, John Snow House

University Science Park, Durham, DH1 3YG