Formal complaint received (written, e-mail or verbal)
Case reviewed and acknowledged within 3 working days.
Risk assessed with any high risk cases escalated to the Safeguarding Team
Assess need for consent, contact complainant if necessary and agree approach and timescales.
Endeavour to achieve 25 working day timescales, but negotiable depending on complexity of complaint.
Complaint Team to identify investigation lead/service manager and forward case along with investigation tool if appropriate. Request response within 10 working days.
On receipt of completed investigation Complaint Manager to assess all issues have been addressed.
Complaints Team to draft formal letter of response, offering further contact with the complainant if necessary and providing details of the Parliamentary Health Service Ombudsman.
Draft response to have final review from investigation lead.
Complaint files and draft response to be reviewed by Director of Quality.
Once approved, complaint file and response to Accountable Officer for review and signature.
Final letter of response sent to complainant.
The time limit for making a complaint is 12 months from the date on which the matter being complained about occurred, or 12 months from the date on which the complainant became aware of the grounds for complaint. A complaint made outside the time limit will be considered by the CCGs who will decide if the case can still be properly investigated.
A complaint can be made on behalf of a child, a person assessed under the Mental Capacity Act 2005 as not having capacity, consent provided for another person to handle complaint on their behalf and if a person has died by the next of kin or power of attorney.
NHS Complaints Advocacy has been established by the Department of Health to provide complainants with writing letters, preparing for meetings and explore options at each stage of the complaint. Contact details are: VoiceAbility, telephone 0300 0305454.
A copy of the Complaints Handling Policy can be downloaded here.