COMPLAINTS POLICY

Aim

The rapid and painless resolution of complaints without having to involve outside agencies.

Introduction

If anyone has a complaint or concern that the service they have received from the Avenue Surgery Partnership is unsatisfactory then they will be able to express a complaint or concern to the Partnership without fear of delay or hindrance.

Incorporated into the Partnership complaint procedure are the criteria necessary to meet the national standards of the NHS complaints system.

Partnership Receipt of Complaints

Concerns will be dealt with initially by the Doctor or member of staff with whom they are raised.

If a concern is raised by other than the concerned party then:

• the Rules of patient and medical confidentiality are to be strictly adhered to
• written confirmation from the concerned party that the complainant can act on their behalf is to be provided unless the concerned party is incapacitated or the complainant is acting in the capacity of a parent or guardian

The concerns will be acknowledged and immediately addressed with tact and understanding to resolve the concerns as promptly and satisfactorily as possible.

If necessary and practicable the support of the Business Manager will be sought to ensure that the matter is resolved at this early stage.

If the matter cannot be resolved, then the offer of an appointment or telephone conversation with the Business Manager will be made.

If this is not acceptable, or the Business Manager is unable to resolve the concerns, access to the Partnership’s complaint procedure will be offered.

The complainant will be given access to the appropriate documentation to explain their options and assist them in the progress of their complaint as speedily as possible.

It will be stressed that:

• the complaint should be registered as soon as possible with the Business Manager to ensure easy establishment of the events
• it is unlikely that a complaint made more than six months after the event can be satisfactorily investigated.

Complaints should, in the first instance, be addressed to the Business Manager and be as specific as possible.

Partnership Response to Complaints

The Partnership will acknowledge the complaint within two working days.

Initial investigation and response to the complaint will be accomplished within ten working days of the date of receipt of the complaint.

Investigation of a complaint will:

• Establish what occurred
• Identify any failures in the Partnership’s services, policies or procedures
• Identify any shortcomings in the Partnership’s services, policies or procedures

The response to a complaint will:

• Contain an explanation of the situation surrounding the complaint
• Offer a meeting if appropriate with the individuals concerned.
• Offer an apology, where this is appropriate.
• Identify what the Partnership intends to do to prevent the problem arising again.

Failure of the Partnership Procedure for NHS Complaints

If a NHS complaint cannot be resolved satisfactorily by the Partnership the complainant will be advised of their rights to contact:

• The Complaints Manager at West Wiltshire Primary Care Trust, First Floor, Valentines, Epsom Square, White Horse Business Park, Trowbridge, Wiltshire, BA14 0XG (Tel: 01225 754453) for further advice.
• The Patient and Public Involvement Forum contactable through West Wiltshire Primary Care Trust above.