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.
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: