The Grange and Colton Mill Medical Centres

The Grange and Colton Mill Medical Centres

Complaints procedure

Policy statement

For the purposes of this policy a complaint is where a patient has expressed verbally or in writing that there is a problem with some aspect of the service that they have received or receive from the practice for which they are seeking redress. These complaints may be dealt with informally i.e. within the practice or through the Primary Care Complaints Unit, South PCT., either through its informal or formal procedure. This policy covers both the informal and the formal aspects of complaints and incorporates a patient perspective whilst affording all members of staff protection against unfounded criticism. Common everyday 'grumbles' and 'moans' are excluded from this policy unless there is clear evidence that there are grounds for commencing an informal complaint.

Procedure

The flow chart accompanying this policy and procedure shows how a complaint progresses through this system.

Patients/complainants

1. Patients can register a complaint with any member of staff in the practice. They can register a complaint about their medical care or about an administrative aspect of the practice. They can make a complaint on their own behalf but cannot make a complaint on anyone else's behalf unless they have obtained that person's permission. Parents can make a complaint on behalf of their children and those standing in loco parentis or as guardian ad litem can also make complaints on behalf of those for whom they care.

2. Complainants, like all other patients, should be treated politely and sympathetically. Irrespective of where they are in the complaints procedure, if they are patients belonging to the practice, care should be taken to ensure that they continue to receive the best possible care.

3. Complainants wishing to receive information about the progress of their complaint should be dealt with by Mrs. Spetch, the Practice Manager. In the absence of Mrs Spetch the assistant Manager, Mrs Lorraine Long will deputise for the Practice Manager.

Receptionists

4. Receptionists receive a considerable number of 'complaints', the majority of which will turn out to be everyday 'moans and groans'. Whilst these can be difficult to deal with, receptionists should listen carefully and treat the complaining patient with politeness and sympathy. If you can sort out the problem at this point then you should do so (e.g. by giving information, sorting out a request etc.) If you are at all unsure about what to do you should contact Mrs Spetch. Equally if you have managed to solve the 'moan and groan' but are uneasy about it please let Mrs. Spetch know.

5. If the patient wants to register a complaint about their medical care or an administrative aspect of the practice, the receptionist should check first of all that the complaint is about their own care or about the care received by someone for whom they are responsible. If it is not, you cannot accept the complaint but you can direct them to Practice Manager or Assistant Manager.

6. Having checked the complainant's status, you can then fill in the registration of complaint form (copy attached to this policy) and ask the complainant to sign it. You should also give the complaints leaflet (copy attached) to the complainant and make sure that they understand it and what will happen next. You should then sign the form yourself. and put it in Mrs. Spetch's tray or in her absence in the Assistant Managers tray.

7. When the registration of complaint form is being filled in every effort should be made to do this where confidentiality can be maintained. This is unlikely to be the case if this information is taken down at the main reception desk therefore moving the patient away from the desk is advisable. This can be difficult where there is only one receptionist on duty so it is probably better to take the patient's name, address and telephone number and find out when they are available to take a call from Mrs. Spetch or the Assistant Manager and leave it at that.

Practice Nurses and Doctors

8. Practice Nurses and Doctors may also receive complaints from patients which will include everyday 'moans and groans'. As this is likely to be during a consultation, you should therefore use their professional skills to ascertain the nature of the problem and resolve it immediately, if possible. If the patient still wishes to make a complaint then you can fill in the registration of complaint form (copy attached to this policy), ensure that the patient has a complaints leaflet (copy attached) and tell them what will happen next. You should ask the patient to sign the form and should then sign it yourself. They should then put it into Mrs. Spetch's tray.

9. Dr. Anne Houghton, Senior Partner, has special responsibility for complaints and can be called in at any point by Mrs. Spetch, the Practice Manager, or by any of the partners to discuss any complaint or aspect of the complaints procedure.

Practice Manager

10. Mrs. Spetch, the Practice Manager, is in charge of the complaints system and any queries about the system should be referred to her. In the absence of Mrs Spetch, refer to the assistant Manager, Mrs Lorraine Long.

11. The completed registration of complaint form will be checked by Mrs. Spetch or Mrs Lorraine Long and then logged onto the complaints system. Mrs. Spetch or Mrs Long will then make her first contact with the complainant which should normally be within two working days of receiving the complaint.

12. The Practice Manager may be able to resolve the complaint at this point and will then send a standardised letter (copy attached) to confirm this resolution. If the complaint is unresolved, the investigation phase will begin and a standardised letter (copy attached) to this effect will be sent to the patient. In this letter the complainant will also be offered some dates and times for a meeting at the practice to discuss the complaint. These dates will be within three weeks of the date on which the complaint was registered. The complainant will also receive a stamped addressed envelope for their reply. If these dates and times are unsuitable the complainant can make their own suggestions. Additionally the complainant can bring a supporter to this meeting.

13. All the relevant team members who are thought to be involved in the complaint will be interviewed by Mrs. Spetch, the Practice Manager who will make clear the purpose of the interview. A written record of the interview will be made (copy attached) and the team member will be asked to sign it.

14. Mrs. Spetch will hold the meeting at the practice with the complainant and their supporter at the agreed time and date. During this meeting she will ask about the complaint, listen to what the complainant has to say and offer further explanation. If the complainant is satisfied at this point, then Mrs. Spetch will send an individualised letter confirming that this is the case. If the complaint remains unresolved, the complainant can be referred to the Primary Care Complaints Unit, and the relevant information on how to do this will be given to the complainant. This will be confirmed in an individualised letter to the complainant from Mrs. Spetch.

Computer entry

15. Mrs. Spetch, the Practice Manage is responsible for establishing and maintaining a computerised complaints system which can be audited. The purpose of the audit is to monitor and improve this complaints system so that the best possible service can be given the patients in the practice and any medical or administrative problems actively addressed.

16. Entries onto the computer system will be made at the direction of the Practice Manager, Mrs. Spetch and information on how to do this will be available in a separate handbook on the audit system.