Complaint received

1. Complaint Handling – simplified flowchart Verbal complaints transcribed and sent for agreement Complaint received Written complaints acknowledged Complaint NOT about Islington CCG or Complaint about Islington CCG Complaint forwarded (with permission) to right organisation Investigation No investigation Immediate/urgent remedial action e.g. for patient safety Outcome to complainant Complainant satisfied • (1) Appeal (go to Investigation stage and repeat once) Complainant dissatisfied • (2) Refer to guidance for next steps Report and any action plan to EMT END Sept 2013

2. Patient complaint received regarding Individual Funding Review (IFR)/ complaints regarding multiple services Experience with NHS 111 Experience with Royal Free UCLH Whittington Experience with a GP / Dentist / Optician Experience with London Ambulance Service (LAS) Unresolved Complaint with NCL or PCT Royal Free PALS Call logged, letter of acknowledgment sent and complaints passed to NHS 111 Patient complaints NHS England Patient Complaints UCLH PALS LAS Complaints NEL CSU NHS England Patient Complaints Whittington PALS Response sent directly to Patient Response sent directly to Patient Response sent to ICCG for CO sign off Response sent directly to Patient Response sent directly to Patient Response sent directly to Patient