HSC Complaints Procedure

1. HSC Complaints Procedure What are our practice responsibilities

2. 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

3. Definition Complaint • “An expression of dissatisfaction that requires a response”

4. 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

5. What are the Principles? • Openness and accessibility • Responsiveness • Fairness and independence • Learning and improving

6. Complaints Manager • The complaints manager is the person within the practice who will investigate the complaint – usually the practice manager or lead GP.

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

13. How Complaints Can Be Made • Verbally – face-to-face • By telephone • By letter • By E-mail

14. 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

15. 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

16. Ombudsman Contact details • Mr Tom Frawley • NI Ombudsman • Progressive House • 33 Wellington Place • Belfast • BT1 6HN • 028 90233821 • www.ni-ombudsman.org.uk

17. Complaints Manager • Rosemary Henderson • Health & Social Care Board • Gransha Park House • Londonderry • 02871864325 • Rosemary.henderson@hscni.net

18. Any Questions?