COMPLAINTS PROCEDURE POLICY

INTRODUCTION

This procedure sets out the Practice’s approach to the handling of complaints and is readily available to all patients.

Policy

The Practice will take reasonable steps to ensure that patients are aware of the complaints procedure. The principal method of achieving this will be through the Practice Leaflet and Website

The Complaints Manager for the Practice is Karen McNay  

The lead GP Partner for complaints handling is Dr David Jackson

PROCEDURE

We sincerely hope our patients are happy with the care and advise they receive. Should a patient or any user of the service have a concern or complaint we hope they raise this at the time, with a member of staff they feel comfortable with, be it a GP, receptionist, Office Manager or Practice Manager.

If you feel your problem, complaint or concern has not been dealt with at the time please ask to speak to our Practice Manager Karen McNay, if she is not immediately available please leave a contact number and she will call you back as soon as possible.

Receiving of complaints

The Practice may receive a complaint made by, or (with his/her consent) on behalf of a patient, or former patient, who is receiving or has received treatment at the Practice, or:

(a) Where the patient is a child:

• by either parent, or in the absence of both parents, the guardian or other adult who has care of the child;

• by a person duly authorised by The Children’s Service to whose care the child has been committed under the provisions of the Children (Jersey) Law 2002.

(b) Where the patient is incapable of making a complaint, by a relative or other adult who has an interest in his/her welfare.

All written complaints and verbal complaints that come to the attention of the Practice Manager will be recorded.

Written complaints will be acknowledged in writing within 3 working days of receipt. The reply to the patient should be made within 10 working days, or the patient should be provided with an update and an estimate timescale.

PerIOD DURING WHICH A COMPLAINT CAN BE MADE

The period for making a complaint is normally:

(a) 6 months from the date on which the event which is the subject of the complaint occurred; or

(b) 6 months from the date on which the event which is the subject of the complaint comes to the complainant's notice.

Complaints should normally be resolved within 6 months. The practice standard is 10 working days for a response.

The Practice Manager or lead GP 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 Practice Manager or the GP 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.

Action upon receipt of a complaint

Verbal complaints that come to the attention of the Practice Manager will be dealt with in a timely manner; this will be verbally in the first instance and in accordance with the patient’s /carer’s wishes for a final written reply.

Written complaints must be forwarded to the Practice Manager (or the lead GP if the Practice Manager is unavailable), who will:

• acknowledge in writing within the period of 3 working days beginning with the day on which the complaint was made or, where that is not possible, as soon as reasonably practicable. Include an offer to discuss the matter in person. The discussion will include agreement with the patient as to how they wish the complaint to be handled.

• Advise the patient of potential timescales and the next steps.

• Where the complaint is made verbally a written record will be taken and a copy will be provided to the complainant.

• Ensure the complaint is properly investigated. Where the complaint involves more than one organisation the Practice Manager will liaise with his / her counterpart to agree responsibilities and ensure that one coordinated response is sent;

• Where the complaint has been sent to the incorrect organisation, advise the patient within 3 working days and ask them if they want it to be forwarded on. If it is sent on, advise the patient of the full contact details;

• Provide a written response to the patient as soon as reasonably practicable ensuring that the patient is kept up to date with progress as appropriate. Where a response is not possible within 10 working days provide an update report to the patient with an estimate of the timescale.

• The final reply will include a full report and a statement advising them of their right to take the matter to The Jersey Primary Care Governance Team. Individuals wishing to discuss their concerns prior to formalising a complaint should  telephone the Primary Care Manager on 01534 443510 or email: pcgt@health.gov.je

          Written complaints should be addressed to

Primary Care Manager

          Primary Care Governance Team

          Maison Le Pape

          The Parade

          St Helier JE2 3PU.

Final Response

This will include:

• A clear statement of the issues, investigations and the findings, giving clear evidence-based reasons for decisions if appropriate
• Where errors have occurred, explain these fully and state what will be done to put these right, or prevent repetition
• A focus on fair and proportionate the outcomes for the patient, including any remedial action or compensation
• A clear statement that the response is the final one, or that further action or reports will be send later
• An apology or explanation as appropriate
• A statement of the right to escalate the complaint, together with the relevant contact details

Annual Review of Complaints

The practice has an annual complaints report, incorporating a review of complaints received, along with any learning issues or changes to procedures which have arisen. This includes:

• Statistics on the number of complaints received
• Known referrals to The Primary Care Governance Team and professional bodies such as the GMC and NMC
• Subject matter / categorisation / clinical care
• Learning points
• Methods of complaints management
• Any changes to procedure, policies or care which have resulted

Confidentiality

All complaints must be treated in the strictest confidence

Where the investigation of the complaint requires consideration of the patient's medical records, the Complaints Manager must inform the patient or person acting on his/her behalf if the investigation will involve disclosure of information contained in those records to a person other than the Practice or an employee of the Practice.

The practice keeps a record of all complaints and copies of all correspondence relating to complaints.

Reviewed  Feb 2024