Clinic closed Good Friday 3rd April and bank holiday Monday 6th April
Same/Next Day GP Appointments
Leading Day Surgery
Consultant Led Specialist Clinics
Clinic closed Good Friday 3rd April and bank holiday Monday 6th April
Same/Next Day GP Appointments
Leading Day Surgery
Consultant Led Specialist Clinics
Person accountable for policy: Dr Richard Azzawi-White, Clinical Director
| Rev. | Date | Nature of Changes | Approved By | Review |
|---|---|---|---|---|
| 0 | 15/06/2023 | Original issue. | Dr Richard Azzawi-White | 15/06/2024 |
| 1 | 17/06/2024 | Review Date | Dr Richard Azzawi-White | 17/06/2025 |
| 2 | 16/06/2025 | Review Date | Dr Richard Azzawi-White | 16/06/2026 |
| 3 | 15/11/2025 | Added review dates and updated for NHS complaints route | Dr Richard Azzawi-White | 15/11/2026 |
This procedure sets out HAVEN MEDICAL’s approach to the handling of complaints and is intended as an internal guide who should be made readily available to all staff and also a summary setting out the approach to complaint handling should be available at reception for any client requesting a copy.
From 1st April 2009 a common approach to the handling of complaints was introduced across health and adult social care. This procedure complies with this.
HAVEN MEDICAL will take reasonable steps to ensure that clients are aware of:
HAVEN MEDICAL may receive a complaint made by, or (with his/her consent) on behalf of a client, or former client, who is receiving or has received treatment at HAVEN MEDICAL or where the client is incapable of making a complaint, by a relative or other adult who has an interest in his/her welfare.
The period for making a complaint is normally:
(a) 12 months from the date on which the event which is the subject of the complaint occurred; or
(b) 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice.
All complaints will be acknowledged no later than three working days after the day the complaint is received (the acknowledgement will usually be in writing but can be verbally in some circumstances although this should be the exception rather than the norm).
An offer should be made to discuss with the complainant the following:
If the complaint has been made verbally, the complainant should be given a copy of their verbal statement which is considered the formal complaint and asked to confirm that it represents the issues they wish to raise
Dr Richard Azzawi-White, Clinical Director, has the discretion to extend the time limits if the complainant has good reason for not making the complaint sooner, or where it is still possible to properly investigate the complaint despite extended delay.
When considering an extension to the time limit it is important that the Complaints Manager or the Clinician takes into consideration that the passage of time may prevent an accurate recollection of events by the clinician concerned or by the person bringing the complaint. The collection of evidence, Clinical Guidelines or other resources relating to the time when the complaint event arose may also be difficult to establish or obtain. These factors may be considered as suitable reason for declining a time limit extension.
Safeguarding is a key element of complaints management and review. It may be necessary to identify if any of the following elements are evident in the information/complaint:
All complaints staff must have at least Level 2 training in safeguarding to enable them to identify the key safeguarding concerns.
All complaints handlers from will require a DBS check as part of their recruitment process.
Where a complainant becomes aggressive or, despite effective complaint handling, unreasonable in their promotion of the complaint, some or all of the following formal provisions will apply and will be communicated to the client:
HAVEN MEDICAL will establish an annual complaints report, incorporating a review of complaints received, along with any learning issues or changes to procedures which have arisen. This report is to be made available to any person who requests it, and may form part of the Freedom of Information Act Publication Scheme.
This will include:
Complaints will be handled in the strictest of confidence in accordance and will be kept separately from clients’ medical records. Care will be taken that information should only be disclosed to those who have a demonstrable need to have access to it. Suitable arrangements are in place for the handling of patient identifiable data to meet the compliance of GDPR & Data Protection Act 2018 and other legal obligations such as the Human Rights Act 1998 and the common law duty of confidentiality
The Caldicott Report sets out a number of general principles that health and social care organisations should use when reviewing its use of patient or client information. The designated Caldicott Guardians are responsible for ensuring that confidentiality is maintained. Confidentiality will be maintained in such a way that only managers and staff who are leading the investigation know the contents of the case. Anyone disclosing information to others who are not directly involved in this may be dealt with under disciplinary procedures.
HAVEN MEDICAL must keep a record of all complaints and copies of all correspondence relating to complaints, but such records must be kept separate from clients’ medical records.
