This document and the information contained therein is the property of Interface Specialist Care Ltd .
It must not be used by, or its contents reproduced or otherwise copied or disclosed without the prior consent in writing from Interface Specialist Care Ltd.
This Policy and Procedure complies with The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009, introduced on 1 st April 2009 across health and social care.
Interface Specialist Care Ltd will take all reasonable steps to ensure that their staffs are aware of and comply with this Procedure.
Interface Specialist Care Ltd has nominated Mrs Deepti Mehra, the Practice Manager as its Complaints Manager, to be responsible for managing the procedures for handling and considering complaints in accordance with the Policy and Procedure.
Interface Specialist Care Ltd has also nominated Dr Manu Mehra as its Responsible Person, to be responsible for ensuring compliance with the Policy and Procedure, and in particular ensuring that action is taken if necessary in the light of the outcome of a complaint.
Interface Specialist Care Ltd will take all reasonable steps to ensure that patients are aware of: The Complaints and Comments Procedure
The roles of Interface Specialist Care Ltd , NHS England, and the Health Service Ombudsman with regard to patient complaints.
This includes the alternative facility for the patient to complain directly to our commissioners instead of making their complaint to Interface Specialist Care Ltd, as well as their right to escalate their complaint to the Health Service Ombudsman when they are dissatisfied with the initial response.
N.B. ALL escalations must be directed to our commissioners (details of commissioners available from our staff, complaints information leaflet and our website) and if a patient is dissatisfied with the response to their complaint, they must escalate their complaint to the Health Service Ombudsman.
Their right to assistance with any complaint from the Patient The Independent Complaints Advocacy Service (ICAS); Citizens Advice Bureaux, 111 and the Care Quality Commission
Interface Specialist Care Ltd’s Complaints and Comments Patient Information Leaflet and Website will be the prime information sources for implementing this Policy and will be kept up to date and be made freely available to all Patients.
All complaints will be treated in the strictest confidence.
Patients who make a complaint will not be discriminated against or be subject to any negative effect on their care, treatment or support.
Where a complaint investigation requires access to the patient’s medical records and involves disclosure of this information to a person outside the Interface Specialist Care Ltd, Mrs Deepti Mehra, the Complaints Manager, will inform the patient or person acting on their behalf.
Interface Specialist Care Ltd will maintain a complete record of all complaints and copies of all related correspondence. These records will be kept separately from patients’ medical records.
If you have a complaint, in the first instance you can speak to Mrs Deepti Mehra, the Practice Manager. There is also a complaints Leaflet available from reception.
Interface Specialist Care Ltd may receive the following complaints:
A complaint made directly by the patient or former patient, who is receiving or has received treatment by Interface Specialist Care Ltd ;
A complaint made on behalf of a patient or former patient,with his/her consent, (please see consent policy), who is receiving or has received treatment at Interface Specialist Care Ltd ;
Where the patient is a child:
Where the patient is incapable of making a complaint, by a representative who has an interest in his/her welfare.
All complaints, whether written or verbal will be recorded by the Complaints Manager in the dedicated complaints record.
All written complaints will be acknowledged in writing within 3 working days of receipt.
Conclusions of the investigation: was there an error, omission or shortfall by your organisation? Did this disadvantage the complainant, and if so, how?
What needs to be done to put things right
Any lessons learnt, these will be shared at the practice meetings (clinical and non-clinical)
An explanation of what will happens next (e.g. what will be done, who will do it, and when)
Information on what the person complaining should do if they are still unhappy and wish to escalate the complaint, including full contact information on the Health Service Ombudsman.
Interface Specialist Care Ltd will send the complainant a response within 28 working days signed by Dr Manu Mehra. The response will incorporate:
In situations where the person making the complaint can become aggressive or unreasonable, the Interface Specialist Care Ltd will instigate the appropriate actions within the guidelines of our ‘Zero Tolerance Policy.
Our Zero Tolerance Policy is available on request.
To ensure Interface Specialist Care Ltd monitors, handles and reviews complaints in a logical and timely manner, and to keep an audit trail of steps taken and decisions reached,Interface Specialist Care Ltd records all complaints received on a dedicated complaints register (see Appendix A).
In line with National Guidance, Interface Specialist Care Ltd. will supply the following information to NHS England:
The number of complaints received;
The issues that these complaints raised;
Whether complaints have been upheld;
The number of cases referred to the Ombudsman.
Interface Specialist Care Ltd will adhere to the Care Quality Commission’s requirement of producing a summary of complaints at a time and in a format set out by the CQC and then send the summary within the timeframe specified.
PO Box 16738
Redditch B97 9PT
Tel: 0300 3112233
Email: England.contactus@nhs.net
If you are making a complaint please state ‘For the attention of the complaints team’ in the subject line
Website: www.england.nhs.uk/wp-content/uploads/2016/07/nhse-complaints-pol
120 Brodway ,Wimbledon,SW191RH
Phone: 02036681221
Website: mertonccg.nhs.net
Millbank Tower
Millbank London SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
