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HSC Complaints Procedure. What are our practice responsibilities. HSC Complaints Procedure. New standards and guidelines came into effect 1 st April 2009 Main changes Enhanced local resolution Removal of independent review New standards for complaints handling. Definition.

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HSC Complaints Procedure

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hsc complaints procedure

HSC Complaints Procedure

What are our practice responsibilities

hsc complaints procedure1
HSC Complaints Procedure
  • New standards and guidelines came into effect 1st April 2009
  • Main changes

Enhanced local resolution

Removal of independent review

New standards for complaints handling



  • “An expression of dissatisfaction that requires a response”
how will these changes affect us
How will these changes affect us?
  • When managing complaints we should

Support the complainants in expressing their concerns

Explain the options available to them

Be courteous and sympathetic

Recognise that complaints are a valuable source of learning for the practice

what are the principles
What are the Principles?
  • Openness and accessibility
  • Responsiveness
  • Fairness and independence
  • Learning and improving
complaints manager
Complaints Manager
  • The complaints manager is the person within the practice who will investigate the complaint – usually the practice manager or lead GP.
role of complaints manager
Role of Complaints Manager
  • Deal with complaints referred by front-line staff
  • Be available if someone wants to complain
  • Provide support to staff
  • Take account of all evidence relating to the complaint
  • Ensure the complaint is investigated fairly and impartially
  • Keep records of all paperwork relating to complaint
  • Be aware of time regulations when dealing with complaints
  • Treat all information received with confidence
promoting access
Promoting Access
  • Patients should be aware of their right to complain and given support if they do.
  • Leaflets, Posters, Notices etc should be clearly visible in patients waiting area
  • Staff should be aware of the practice protocol for dealing with complaints
front line response
Front Line Response
  • If a patient comes to the front desk/surgery to complain then the person taking the complaint should
    • Listen and apologise
    • Offer them a copy of complaints leaflet
    • Ask if they wish to complete a formal complaint form
    • If not, ask them if you can take down the details informally so that we can improve our service
    • Pass the details on to the complaints manager.
    • Ensure all relevant details are included
    • Keep all details confidential
what happens next
What Happens Next?
  • Can the complaint be resolved on the spot
  • Record the details
  • Get statements from other staff involved
  • The complaints manager will investigate
  • Findings are reported back to the complainant
  • Records should be kept of all paperwork
  • Anonymised copies of all paperwork should be sent to the local Health and Social Care Board
who can complain
Who Can Complain
  • A patient
  • Former patients
  • Someone acting on behalf of existing or former patients
  • Parents on behalf of a child
  • Next of kin to someone who has died
how to investigate a complaint
How To Investigate a Complaint
  • Be clear what you are investigating
  • Make sure that the complainant agrees
  • Put a plan in place to focus on key issues
  • Document any evidence
  • Hold interviews if necessary
  • Review all evidence and summarise
  • Reach a conclusion and make recommendations
  • Let the complainant know how to proceed if they are not happy with the outcome
how complaints can be made
How Complaints Can Be Made
  • Verbally – face-to-face
  • By telephone
  • By letter
  • By E-mail
monitoring of complaints
Monitoring of Complaints
  • The practice is required to provide the HSCB with copies of all written complaints received
  • The complaint must be acknowledged within 3 working days of receipt.
  • Quarterly returns must be sent to the board of all other informal complaints
practice monitoring of complaints
Practice Monitoring of Complaints
  • The practice should have regular meetings to review complaints
  • This will help to identify trends and improve quality and safety
  • Lessons should be learned and change implemented where necessary
  • Promote a culture of learning from complaints
ombudsman contact details
Ombudsman Contact details
  • Mr Tom Frawley
  • NI Ombudsman
  • Progressive House
  • 33 Wellington Place
  • Belfast
  • BT1 6HN
  • 028 90233821
  • www.ni-ombudsman.org.uk
complaints manager1
Complaints Manager
  • Rosemary Henderson
  • Health & Social Care Board
  • Gransha Park House
  • Londonderry
  • 02871864325
  • Rosemary.henderson@hscni.net