The following documents are freely available in the internet which I found important for the understanding of NHS complaints.
Few important points to remember:
- Time frame to make a complaint is one year.
- The acknowledgement of a formal complain should be sent out within 3 days.
- If complaint comes directly to the department, it should be diverted to the Complaint Manager.
- Complaint Manager in most NHS Trust are located in PALS
- Investigating officer (nominated ED consultant) will draft a formal response after gathering available information mentioned in the complaint.
- The formal response will be typed and then signed by Chief Executive and send out to the complainant.
- The time frame of the formal response will depend on the complexity of the case.
- If the complainant is happy, it will stop there. And if not happy with the process they will have to contact Health Service Ombudsman.
- The Health Service Ombudsman will review the case before accepting.
1. Clinical Negligence Litigation: A very brief guide for clinicians
2. Department of Health guidance on NHS Complaints
3. MPS Series on Complaints
NHS Complaints in England: Regulations and Principles
NHS Complaints in England: Regulations and Principles
4. MDU Series on Complaints
5. Procedure for Investigation and Resolving Complaints
The Leeds Teaching Hospitals NHS Trust
The Leeds Teaching Hospitals NHS Trust
This document is slightly older but gives a good overview of hospital complaints process.
The time frame for complaints is 12months now.
The time frame for sending out acknowledgement letter in response to a complaint is 3 days.
6. NHS Complaints Procedures in England
Information for the Member of Parliament
Information for the Member of Parliament
Management Viva - Complaint related documents
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