NHS Complaint Handling Procedure Flashcards
what is stage one
early resolution
what does early resolution aim to do
resolve straightforward complaints that require little or no investigation at the earliest opportunity
when should early resolution occur
as close to the point of service delivery as possible
at first point of contact with person making the complaint
how can complaints be resolved with early resolution
face to face
ask another member of staff to deal with it
apology
explain why it occurred and what will be done to stop it again
when must early resolution be completed by
5 working days
how can a person make a complaint
in writing, in person, by telephone, by email or having someone else complain on their behalf
if you need an extension of time for early resolution how long are you able to extend it
5 working days
what is stage 2
investigation
what are the typical complaints which progress to stage 2
serious or complex and require detailed investigation
what does an investigation at stage 2 aim to do
establish all the facts relevant to the points made in the complaint and to give the person making the complaint a full, objective and proportionate response that represents the final position
when getting a complaint through for investigation what is it important to establish with the person making the complaint
what is the specific complaint
what outcome are they looking for by complaining
are the persons expectations realistic and achievable
what is the timeline for the investigation stage
complaints acknowledged within three working days
full response no later than 20 working days
what is included in a written acknowledgement of a complaint
contact details of feedback and complaints officer
details of advice and support available including PASS
information on role and contact details for SPSO
statement confirming that the complaint will be investigated and report sent to complainant within 20 working days
a statement saying that if reply isnt possible within 20 working days then communication will be provided
what happens if after stage 2 the complainant is still unhappy with result
they can contact the ombudsman who will conduct an independent external review
