South Oxford Health Centre
Practice Policy: Complaints Procedure
Signed off:
Dr Nick Wooding (Registered Manager)
Table of Contents
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Table of Contents ............................................................................................................................. 1
Introduction ...................................................................................................................................... 1
Policy Objectives ............................................................................................................................. 2
Main Provisions of the Regulations ................................................................................................. 2
Procedure ......................................................................................................................................... 3
Unreasonable Complaints ............................................................................................................ 3
Reporting .......................................................................................................................................... 4
Confidentiality ................................................................................................................................. 4
If you are Dissatisfied with the Outcome of a complaint ................................................................ 4
Resources ......................................................................................................................................... 4
External Resources ....................................................................................................................... 4
NHS England ............................................................................................................................... 5
Complaints Information leaflet/form ............................................................................................... 5
HOW TO COMPLAIN ............................................................................................................ 5
COMPLAINING ON BEHALF OF SOMEONE ELSE ......................................................... 5
WHAT WE WILL DO ............................................................................................................. 5
TAKING IT FURTHER .......................................................................................................... 6
COMPLAINT FORM .............................................................................................................. 7
PATIENT THIRD-PARTY CONSENT .................................................................................. 8
The Complaints Manager at South Oxford Health Centre is Liga Rugena. It is the duty of the
Complaints Manager to manage the complaints handling procedure in compliance with the
regulations.
The Responsible Person at South Oxford Health Centre is Dr Nick Wooding. It is the duty of the
Responsible Person to ensure that all aspects of regulations and constitutional rights have been
complied with in respect of all complaints received by the Practice.
Introduction
The Local Authority Social Services and National Health Service Complaints (England)
Regulations 2009 oblige NHS organizations to have arrangements in place to deal with complaints.
The Health Act 2009 places a duty on NHS Organizations (including contractors) to ‘have regard to
the NHS Constitution’.
The NHS Constitution sets out the following rights for patients:
• To have the right to have any complaint about NHS services dealt with efficiently and to
have it properly investigated
• To have the right to know the outcome of any investigation of a complaint
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South Oxford Health Centre
Practice Policy: Complaints Procedure
•
To have the right to take the complaint to the Independent Health Service Ombudsman if not
satisfied with the way the complaint has been handled by the NHS organization
There are two stages of complaints handling:
• Local resolution at Practice or NHS England/CCG level
• Referral to the Ombudsman
Policy Objectives
South Oxford Health Centre will:
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•
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Ensure patients are aware of the right to complain
Ensure patients know how to complain and who to complain to
Ensure patients understand how their complaint will be handled and the time frame
Ensure there is a robust system to respond, record and review complaints
Main Provisions of the Regulations
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•
•
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Patients wishing to complain may do so orally, in writing or electronically to either the
practice or the CCG as commissioner.
Complaints can be made within 12 months of an incident occurring or them becoming aware
of the problem. The time limit can sometimes be extended (so long as it's still possible to
investigate the complaint). An extension might be possible, for instance in situations where
it would have been difficult for the patient to complain earlier, for example, if grieving or
undergoing trauma.
Oral complaints that are satisfactorily resolved no later than the next working day are not
subject to the regulations.
Complaints can be made by patients or anyone affected by the actions, omissions or
decisions of the Practice, whether on their own behalf or by a representative. In the case of a
representative, the Practice must be satisfied that he/she is acting in the best interests of the
person on whose behalf the complaint is being raised. If the practice decides this is not the
case, the complainant will be notified in writing and an explanation given.
(a) where the patient is a child:
•
•
•
by either parent, or in the absence of both parents, the guardian or other adult who has care
of the child;
by a person duly authorized by a local authority to whose care the child has been committed
under the provisions of the Children Act 1989;
by a person duly authorized by a voluntary organization by which the child is being
accommodated
(b) where the patient is incapable of making a complaint, by a relative or other adult who has an
interest in his/her welfare.
•
Complainants can complain directly to the CCG or NHS England rather than to the
Practice. The CCG or NHS England is obliged to notify the Practice.
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South Oxford Health Centre
Practice Policy: Complaints Procedure
•
All NHS organizations (including voluntary and independent sector organizations under
contract) are all governed by the same legislation therefore coordinated complaint handling
should be easier. If a complaint is received that involves other organizations, the Practice
should, with the patient’s consent, copy the complaint and the acknowledgement letter to the
organizations concerned.
Procedure
•
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Patients will be encouraged to give feedback to the practice. The process for doing so will
be advertised in the Practice Leaflet and also on signage in the waiting room. An
information leaflet is also available for patients to take away which gives details of how and
to whom the complaint can be made.
The complaint shall be acknowledged within 3 working days of receipt and may be made
orally or in writing.
When acknowledging the complaint, we will offer to discuss the complaint, with the
complainant, at a time to suit them. We will advise the manner in which the complaint will
be investigated and the likely timescale for this investigation and when the complainant is
likely to receive a response.
If the complainant does not accept the offer of a discussion then we will determine the
response time and notify the complainant in writing.
The investigation of the complaint will be made in the most appropriate manner and shall be
conducted efficiently, at all times keeping the patient up to date with progress. As soon as
possible after completion of the investigation, the complainant will be sent a written
response.
The response will include an explanation of how the complaint has been considered,
conclusions reached and how they may affect the complainant. It will confirm any actions
that need to be taken as a consequence of the complaint. If local resolution has not been
reached, it will identify the right to take the complaint to the Health Service Ombudsman.
Unreasonable Complaints
Where a complainant becomes aggressive or, despite effective complaint handling, unreasonable in
their promotion of the complaint, some or all of the following formal provisions will apply and will
be communicated to the patient:
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•
•
•
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The complaint will be managed by one named individual at senior level who will be the only
contact for the patient
Contact will be limited to one method only (e.g. in writing)
Place a time limit on each contact
The number of contacts in a time period will be restricted
A witness will be present for all contacts
Repeated complaints about the same issue will be refused
Set behavior standards
Return irrelevant documentation
Keep detailed records
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South Oxford Health Centre
Practice Policy: Complaints Procedure
Reporting
South Oxford Health Centre will undertake an annual review of complaints.
Confidentiality
All complaints must be treated in the strictest confidence.
The practice must keep a record of all complaints and copies of all correspondence relating to
complaints, but such records must be kept separate from patients' medical records.
If you are Dissatisfied with the Outcome of a complaint
You may also approach PALS for help or advice. The Patient Advice and Liaison Service (PALS)
is based at Oxfordshire PCT and provides confidential advice and support, helping you to sort out
any concerns you may have about the care we provide, guiding you through the different services
available from the NHS. Their address is:
Jubilee House
5510 John Smith Drive
Oxford Business Park South
Cowley
Oxford
OX4 2LH
Telephone 01865 336800
You also have the right to approach the Ombudsman
The Ombudsman is completely independent of the NHS and Government. The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 0154033
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk
Resources
External Resources
How to make a complaint about an NHS service;
http://www.nhs.uk/chq/pages/1084.aspx?categoryid=68
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South Oxford Health Centre
Practice Policy: Complaints Procedure
NHS England
How to Complain;
https://www.england.nhs.uk/contact-us/complaint/
NHS England Complaints policy;
http://www.england.nhs.uk/wp-content/uploads/2015/01/nhse-complaints-policy.pdf
NHS England Complaints Procedures;
http://www.england.nhs.uk/wp-content/uploads/2015/01/nhs-complaints-procedures.pdf
Complaints Information leaflet/form
If something seems to be going wrong for you, please speak with us first.
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 cause
for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably,
as possible.
If you have a complaint or concern about the service you have received from the doctors or any of
the personnel working in this practice, please let us know. We operate a practice complaint
procedure as part of an NHS complaints system, which meets national criteria.
HOW TO COMPLAIN
We hope that we can sort most problems out easily and quickly, often at the time they arise and
with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS
POSSIBLE - ideally within a matter of a few days. This will enable us to establish what happened
more easily. If doing that is not possible your complaint should be submitted within 12 months of
the incident that caused the problem; or within 12 months of discovering that you have a problem.
Patients wishing to complain may do so orally, in writing or electronically to either the practice
(addressing your complaint to the Practice Manager) or commissioner of the service NHS England.
A complaint or concern can be received by mail, electronically or by telephone via these details:
By telephone: 03003 11 22 33
By email: england.contactus@nhs.net
By post: NHS England, PO Box 16738, Redditch, B97 9PT
COMPLAINING ON BEHALF OF SOMEONE ELSE
We keep strictly to the rules of medical confidentiality. If you are not the patient, but are
complaining on their behalf, you must have their permission to do so. An authority signed by the
person concerned will be needed, unless they are incapable (because of illness or infirmity) of
providing this. A Third Party Consent Form is provided below.
WHAT WE WILL DO
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South Oxford Health Centre
Practice Policy: Complaints Procedure
•
•
•
•
•
The complaint shall be acknowledged within 3 working days of receipt and may be made
orally or in writing.
When acknowledging the complaint, we will offer to discuss the complaint, with the
complainant, at a time to suit them. We will advise the manner in which the complaint will
be investigated and the likely timescale for this investigation and when the complainant is
likely to receive a response.
If the complainant does not accept the offer of a discussion then we will determine the
response time and notify the complainant in writing.
The investigation of the complaint will be made in the most appropriate manner and shall be
conducted efficiently, at all times keeping the patient up to date with progress. As soon as
possible after completion of the investigation, the complainant will be sent a written
response.
The response will include an explanation of how the complaint has been considered,
conclusions reached and how they may affect the complainant. It will confirm any actions
that need to be taken as a consequence of the complaint. If local resolution has not been
reached, it will identify the right to take the complaint to the Health Service Ombudsman.
TAKING IT FURTHER
You may also approach PALS for help or advice. The Patient Advice and Liaison Service (PALS)
is based at Oxfordshire PCT and provides confidential advice and support, helping you to sort out
any concerns you may have about the care we provide, guiding you through the different services
available from the NHS. Their address is:
Jubilee House
5510 John Smith Drive
Oxford Business Park South
Cowley
Oxford
OX4 2LH
Telephone 01865 336800
You also have the right to approach the Ombudsman
The Ombudsman is completely independent of the NHS and Government. The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 0154033
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk
How to make a complaint about an NHS service;
http://www.nhs.uk/chq/pages/1084.aspx?categoryid=68
NHS England
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South Oxford Health Centre
Practice Policy: Complaints Procedure
How to Complain;
https://www.england.nhs.uk/contact-us/complaint/
NHS England Complaints policy;
http://www.england.nhs.uk/wp-content/uploads/2015/01/nhse-complaints-policy.pdf
NHS England Complaints Procedures;
http://www.england.nhs.uk/wp-content/uploads/2015/01/nhs-complaints-procedures.pdf
COMPLAINT FORM
Patient Full Name:
Date of Birth:
Address:
Complaint details: (Include dates, times, and names of practice personnel, if known)
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Practice Policy: Complaints Procedure
SIGNED………………………………….Print name…………………………(Continue overleaf if
necessary)
PATIENT THIRD-PARTY CONSENT
PATIENT'S NAME:
TELEPHONE NUMBER:
ADDRESS:
______________________________________________
______________________________________________
______________________________________________
______________________________________________
ENQUIRER / COMPLAINANT NAME: _______________________________________
TELEPHONE NUMBER:
______________________________________________
ADDRESS:
______________________________________________
______________________________________________
IF YOU ARE COMPLAINING ON BEHALF OF A PATIENT OR YOUR COMPLAINT OR
ENQUIRY INVOLVES THE MEDICAL CARE OF A PATIENT THEN THE CONSENT OF
THE PATIENT WILL BE REQUIRED. PLEASE OBTAIN THE PATIENT’S SIGNED
CONSENT BELOW.
I fully consent to my Doctor releasing information to, and discussing my care and medical records
with the person named above in relation to this complaint only, and I wish this person to complain
on my behalf.
This authority is for an indefinite period / for a limited period only (delete as appropriate)
Where a limited period applies, this authority is valid until…………………….. (insert date)
Signed: ………………………………………. (Patient only)
Date: …………………………………………..
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