Dr Lyon & Partners

COMPLAINT PROCEDURE

REVIEWED September 2013

Document Control Page

Title of document / Complaints Procedure
Author’s name / Anne Grundy
Author’s job title / Practice Manager
Doc. Status / Final
Signed off by
Original Publication Date / May 2009
Last Reviewed / September 2013
Next review date / April 2015

Consultation History

Version

Date

Consultation

1. /

May 2009

Practice manager/Reception meeting

2. /

May 2010

Practice manager/Reception meeting

3. /

December 2011

Practice manager/Reception meeting

4. /

April 2013

Practice Manager

5. /

August 2013

Updated Practice Manager

6. /

September 2013

Updated Practice Manager

Improving customer care.

Health and social care staff work very hard to get the job right first time but, with busy services, mistakes can happen. If services get their response to these mistakes correct, the people affected are less likely to be unhappy and future problems can be prevented.

When a mistake has happened, it is important to acknowledge it, put things right quickly and learn from the experience.

Principles of good complaint handling.

In summary, the six principles are:

Getting it right

Being customer focused

Being open and accountable

Acting fairly and proportionately

Putting things right

Seeking continuous improvement

Our complaints System.

We do publicise our complaints procedures.

We will acknowledge a complaint made orally, in writing and electronically within 3 working days.

We will deal efficiently with complaints and investigate them properly and appropriately.

We will write to the person who complained once the complaint has been dealt with, explaining how it has been resolved and what appropriate action has been taken, and reminding them of their right to take the matter to the health Service Ombudsman or Local Government Ombudsman if they are still unhappy.

We have someone senior within the practice that is responsible for both the complaints policy and learning from complaints.

We will help the person who is complaining to understand the complaints procedure.

We do produce an annual report about complaints that have been received and outline what has been done to improve things as a result.

Other things to know about the system:

Generally speaking, a complaint has to be made within 12 months of an incident happening.

In the NHS, someone can choose to complain to a commissioner instead of the service provider.

If the complaint involves two or more organisations, the person complaining should get one, co-ordinated response.

POINTS TO REMEMBER

A member of staff has to be nominated to manage the day to day working of the system. Practice Manager (Anne Grundy).

Practice staff or the patient record the incident on a form.

The Practice has to advertise within the practice by way of posters and leaflets.

Standard documentation must be used.

A full response must be made within 4 working weeks to the complaint.

PATIENT INFORMATION LEAFLET

We always try to give you the best services possible but there may be occasions when you feel this has not happened. This leaflet explains what you have to do if you have a complaint about the services we provide for you.

We offer an in-house procedure to deal with your concerns. This procedure does not deal with liability or compensation. We hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made.

If you use this procedure it does not affect your right to complain to Bolton PCT if you so wish. The contact addresses for Bolton PCT (who can help with your complaint) are attached to this leaflet. Please note that we have to respect our duty of confidentiality to patients and patients’ consent will be necessary if a complaint is not made by that patient in person.

If you wish to make a complaint, please telephone or write to our Practice Manager (Miss Anne Grundy). She will take full details of your complaint and will decide how to undertake the investigation.

We think it is important to deal with complaints swiftly so you will normally be contacted within seven days of logging you complaint at the practice. Occasionally if we have to make extensive enquires, it could take a little longer, but we will keep you informed. If a meeting is arranged, you may bring a friend or relative with you to the meeting.

We hope to address your concerns fully, provide you with an explanation and discuss any action that may be needed. We trust that at the end of the matter, you will feel satisfied that we have dealt with the matter thoroughly. However, if this is not possible we can direct you to the appropriate authorities.

USEFUL ADDRESSES

Patients Services Officer

GMCSU

ST JAMES HOUSE

PENDLETON WAY

SALFORD

M6 5FW

TELEPHONE: 0161 212 6270

EMAIL:

You may also complain directly to NHS England who commission the health service you have concerns about. They can be contacted by:

Telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)

Post – NHS England, PO Box 16738, Redditch B97 9PT

Email – Please write “For the attention of the Complaints Manager” in the subject line.

Website –

You should be given the opportunity to discuss your concerns and say what you would like to happen as a result of your complaint.

The timescale for the response will be agreed with you and you will receive a written reply to confirm the outcome of the investigation into your complaint.

The Health Service Ombudsman

If you remain unhappy after local resolution then you may complain to the Health Service Ombudsman. The Ombudsman is completely independent of the NHS and Government. You can contact the Ombudsman at:

Post – Millbank Tower, Millbank, London, SW1P 4QP

Telephone: 0345 015 4033

Email:

Website:

Where can I get further help and advice?

Independent Complaints Advocacy (ICA) provides support to people who want to complain about the NHS.

Telephone: 0808 801 0390

Post – 5th Floor, Arthur House, Chorlton Street, Manchester M1 3FH

Email:

Website:

NHS Direct on telephone: 111 or your local Citizens Advice Bureau

Healthwatch Bolton will provide patient, carers, their families and member of the Bolton community with information about their rights and choices in health and social care. They can be contacted on:

Telephone: 01204 372842 of Email:

The Department of Health’s website also has information on the NHS complaints procedure at

1. LISTENING

Useful Practice email addresses:

(repeat prescriptions)

Practice Website:

Patient Advice & Liaison Service(PALS)

The Patient Advice & Liasion service aims to:

advise and support patients, their families and carers
provide information on NHS services
listen to your concerns, suggestions or queries
help sort out problems quickly on your behalf

The service is confidential, and can be contacted at:

Bolton Primary Care Trust
Patient Advice and Liaison Service
Health Information Centre, Lever Chambers

Ashburner Street
BOLTONBL1 1SQ

Alternatively, you can telephone 01204 462701 during office hours
or e-mail

Dr Lyon & Partners

HAVE YOUR SAY ………

COMPLIMENTS,

CONCERNS, COMMENTS, COMPLAINTS

We at the practice work very hard to get the job right first time but with busy services, mistakes can happen.

If we can hear some of these mistakes, concerns, comments or even compliments, then we can prevent future problems for other patients.

Please complete the HAVE YOUR SAY …… slip in this leaflet.

How to make Complaints

Or suggestions

In Person at reception

(complaints log)

By Telephone - 462630

By Letter – FAO Anne Grundy

Practice Manager

By Email –

Via Website -

Newsletter via have your say slip

We Will:

Listen
Respond
Improve

HAVE YOUR SAY ………

Feedback slip:

………………………………......

……………………………......

………………………………......

What would you like to see as a result of your feedback?

…………………………………………

Contact details for feedback

Name: ......

Email: ...... Telephone: ......

Thank you.

If you would prefer to speak to any of the reception staff, who will pass on your comments, you are more than welcome to do so

Dr A Lyon & Partners

Complaint Log

Date: ……………………

Time: ……………………

First Contact: Face to Face  with ……………….

By Telephone  taken by …………..

By Letter  to ………………….

By Email 

By Have your say… slip 

Person Complaining on behalf of: ………………………………….

Complaint regarding: Name: ……………………………..

Address: ……………………………

………………………………………

Date of Birth: ……………………...

Consent Given: Initially Verbal Yes  No 

Written (follow up) Yes  No 

Date Consent asked for: ………………………..

Consent Received Yes  Date: ………………..

Brief description of complaint: ………………………………………..

……………………………………………………………………………

Planned action agreed with: …………………………………………..

……………………………………………………………………………

Signed: …………………………………… Date: …………………

Dr A Lyon & Partners

Telephone Discussion Log

Date: ………………………………….

Time: ………………………………….

Regarding:……………………………………………………………………………………………..

Discussion: …………………………………………………………………………………………….

…………………………………………………………………………………………………………………..

…………………………………………………………………………………………………………………….

…………………………………………………………………………………………………………………..

Dr Alison L Lyon MB. CH.B. M.R.C.G.P. FPA

Dr C J Earnshaw MB. CH.B.D[OBSTET] RCOG

1st Floor

Lever Chambers Centre for Health

Ashburner Street

Bolton BL1 1SQ

Dr R L Swann MB. CH.B

Dr Eve Haworth MB. CH.B DCH DRCOG M.R.C.G.P.

Dr F Thagia MB.CH. B DRCOG M.R.C.G.P

Dr A. Lyon & Partners

Date:

To:

Dear

Thank you for your letter(s) that we received at the surgery on the ...... and ......

I will be looking into your comments and I can offer you a telephone discussion or a meeting to agree how we will proceed and how your complaint is handled.

Please contact me on the telephone number below.

Yours Sincerely,

Anne Grundy

Practice Manager

Practice Manager – Anne Grundy AMSPAR[DIP]

Member of Institute Healthcare Management (MIHM)

Direct Tel: 01204 462644

E.mail:

Web.

Dr Alison L Lyon MB. CH.B. M.R.C.G.P. FPA

Dr C J Earnshaw MB. CH.B.D[OBSTET] RCOG

1st Floor

Lever Chambers Centre for Health

Ashburner Street

Bolton BL1 1SQ

Dr R L Swann MB. CH.B

Dr Eve Haworth MB. CH.B DCH DRCOG M.R.C.G.P.

Dr F Thagia MB.CH. B DRCOG M.R.C.G.P

Dr A. Lyon & Partners

Date:

To:

Dear

I acknowledge receipt of your complaints letter received on the ......

I will look into your comments and a full response will be made to you within the next 4 working weeks.

Yours Sincerely,

Anne Grundy

Practice Manager

Practice Manager – Anne Grundy AMSPAR[DIP]

Member of Institute Healthcare Management (MIHM)

Direct Tel: 01204 462644

E.mail:

Web.

2. RESPONDING

RESPONDING

Assessing how serious the complaint is.

By correctly assessing the seriousness of a complaint about a service, the right course of action can be taken.

How serious is the issue?

Seriousness

Description

LOW

/ Unsatisfactory service or experience not directly related to care. No impact or risk to provision of care.

OR

Unsatisfactory service or experience related to care, usually a single resolvable issue. Minimal impact and relative minimal risk to the provision of care or the service. No real risk of litigation.
MEDIUM / Service or experience below reasonable expectations in several ways, but not causing lasting problems. Has potential to impact on service provision. Some potential for litigation.
HIGH / Significant issues regarding standards, quality of care and safeguarding of or denial of rights. Complaints with clear quality assurance or risk management issues that may cause lasting problems for the organisation, and so require investigation. Possibility of litigation and adverse local publicity.

OR

Serious issues that may cause long-term damage, such as grossly substandard care, professional misconduct or death. Will require immediate and in-depth investigation. May involve serious safety issues. A high probability of litigation and strong possibility of adverse national publicity.

How likely is the issue to recur?

Likelihood / Description
Rare / Isolated or ‘one off’ – slight or vague connection to service provision
Unlikely / Rare – unusual but may have happened before
Possible / Happens from time to time – not frequently or regularly
Likely / Will probably occur several times a year
Almost Certain / Recurring and frequent, predictable

Categorise the risk

Seriousness Likelihood of recurrence

Rare

/ Unlikely / Possible / Likely / Almost Certain
LOW / Low
Moderate
MEDIUM
High
HIGH / Extreme

Handling issues involving more than one service.

Lots of people receive care from more than one health and social care organisation. If something goes wrong with that care and a complaint is made, it is important that the organisations provide a single point of contact and a single response.

What Category is your Complaint?

……………………………………………………..

3. IMPROVING

ACTION PLAN

LEGAL RIGHTS (What rights do people have?)

What have we agreed to do to resolve the issue?

Timescale

How and when we will update the person on progress

Provide Support

Immediate Actions staff might take, such an apology

What category is the complaint?