Complaints Policy

1. Introduction

This policy outlines procedures and responsibilities within ghosh medical ltd (“the organisation “) for handling any concerns, issues or complaints that may arise.

2. Relevant cqc fundamental standard/h+sc act regulation (2014)

• Regulation 16: “complaints”.

3. Purpose and objectives

The purpose of this policy is to ensure that any complaints or concerns by patients are correctly managed.

Ghosh medical ltd, although an independent body aspires to meet the principles set out in the nhs constitution which are:

This policy serves to indicate how issues concerning patient concerns or complaints should be managed within the Organisation.

4a. Duties and responsibilities

he CQC Registered Manager holds overall responsibility for ensuring the development, implementation and operation of this policy regarding complaints. The Registered Manager will also lead and oversee the process of the implementation of this policy, as well as monitoring its compliance and effectiveness.

The CQC Registered Manager will act as the designated complaints manager for the Organisation. he is:

4b. Principles

Ghosh Medical Ltd will:

If a complaint is made orally and is resolved to the complainant’s satisfaction within 24 hours, it need not be responded to formally.

5. Procedures

5.1. Period within which complaints can be made

The period for making a complaint is normally:

The Organisation has discretion to vary this time limit if appropriate. i.e. where there is 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 CQC Registered Manager 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.

5.2. Action upon receipt of a complaint

Complaints may be received either verbally or in writing and must be forwarded to the CQC Registered Manager, who must:

Acknowledge the complaint within 3 working days verbally or in writing and at the same time,

5.3 Complaints Action Plan

If the complainant does not accept the offer of a verbal discussion in an effort to resolve matters, the CQC Registered Manager or someone designated to act on his behalf will notify the complainant in writing of the time period within which it is intended to respond to the complaint.

If a clear plan and a realistic outcome can be agreed with the complainant from the start, the issue is more likely to be resolved satisfactorily. Having a plan will help the Organisation to respond appropriately. It also gives the person who is complaining more confidence that the Organisation is taking their concerns seriously.

If someone makes a complaint, the person making the complaint will want to know what is being done and when. However, accurately gauging how long an issue may take to resolve can be difficult, especially if it is a complex matter involving more than one person or organisation. To help judge how long a complaint might take to resolve, it is important to:

It is good practice to review any case lasting more than six months, to ensure everything is being done to resolve it.

5.4. Investigation and Responses to Complaints

During the investigation, the complainant will be kept informed of progress either verbally or in writing as agreed with the complainant.

The target date for responding to a written complaint is 28 days.

The response must be signed by the CQC Registered Manager and include:

5.5. Escalation Of Complaint

The following routes will be open to patients in the event that a complaint cannot be satisfactorily resolved direct with the Organisation.

6. Audit

The operation and effectiveness of this policy will be incorporated into the organisation’s ongoing audit programme.

As required, anonymised summaries of complaints will be provided to the care quality commission upon request.

7. Confidentiality

All complaints will be treated in the strictest confidence.

Where the investigation of the complaint requires consideration of the patient’s medical records, the cqc registered manager or someone designated to act on his behalf will inform the patient or person acting on his/her behalf if the investigation may involve disclosure of information contained in those records to a person other than an employee/contractor working for the organisation.

8. Unreasonable  / vexacious:complaints

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 patient:

ion of the complaint requires consideration of the patient’s medical records, the CQC Registered Manager or someone designated to act on his behalf will inform the patient or person acting on his/her behalf if the investigation may involve disclosure of information contained in those records to a person other than an employee/contractor working for the organisation.

We also offer a independent way to complain via The Independent Doctors Federation three stage Patient Complaints Procedure:

All doctors connected to the IDF for revalidation are covered by the IDF Patient Complaints Procedure.  Members connected to another designated body may or may not be covered by the IDF Patient Complaints Procedure. 

To proceed to Stage 2 please put your complaint in writing to:
IDF CEO
The Medical Society of London
Lettsom House
11 Chandos St
Marylebone
London
W1G 9EB

For further information which may be of assistance to you please visit the ISCAS website – http://www.iscas.org.uk

You may find the ISCAS documents below useful;