Stage One involves:
– acknowledgement of the complaint, either by phone, email or letter so that we are sure that that we fully understand its nature.
– gathering sufficient information to correctly identify relevant records.
– listening to call recordings as necessary. (Clinical complaints will be reviewed by a clinician).
– a full response being prepared with an investigation, findings, comment and actions.
– the response being sent to you with the report findings, actions and if appropriate, any apology.
Internally we will:
– identify any staff training needs and act in a timely manner.
– identify any process improvements and action in a timely manner.
– where appropriate, anonymise the complaint and share with the team for learning purposes.
If you are not satisfied with how we have responded to your complaint, you can revert to us, and it will be escalated to Stage Two, with the review of your complaint and the Stage 1 process being handled by our senior management team.
We hope that we can resolve any query or concern you may have, but if you remain unhappy with our subsequent response to a clinical complaint, you can initiate the Stage 3 process, which involves independent adjudication through The Independent Healthcare Sector Complaints Adjudication Service (ISCAS).
Please note that Stage 3 of the complaints process only applies to clinical complaints. The ISCAS Complaints Process can be viewed by clicking here.