Everyone employed by the practice will understand how the system works and have a sense of ownership of the procedure.
The Practice Manager will have overall responsibility for the procedure and ensure that employed staff are fully trained in its implementation.
Patients can find a summary of the complaint procedure in the practice leaflet and full information is given in the patient information leaflet “Listening, Responding, Improving” which is available on request.
Complaints preferably should be made in writing but can be made in person.
Complaints will be acknowledged within 3 working days, usually by letter and agreement reached with the complainant about the expected time scale of the investigation.
The Practice Manager will investigate and aim to:
- find out what happened and what went wrong
- give the complainant the opportunity to discuss the problem with those concerned
- where appropriate, give an apology
- identify what needs to be done to make sure the problem doesn’t happen again
and follow the Openness, Transparency and Candour requirements of:
- enabling concerns and complaints to be raised feely without fear and questions asked to be answered
- allowing information about the truth about performance and outcomes to be shared with staff, patients, the public and regulators
- any patient harmed by the provision of a healthcare service will be informed of the fact and an appropriate remedy offered, regardless of whether a complaint has been made or a question asked about it
An explanation and outcome of the complaint will normally be provided by letter within the time scales agreed.
Confidentiality of the patient and any team member who is complained about will be maintained.
Records of complaints will be kept separate to the medical record by the Practice Manager.
Grosvenor Medical Centre
Policies & Procedures
Reviewed by MES