Complaints Policy

‍

‍

Document Control

Confidentiality Notice

This document and the information contained therein is the property of Interface Specialist Care Ltd .

This document contains information that is privileged, confidential or otherwise protected from disclosure. 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.

‍

‍

Complaints Policy

This Policy and Procedure complies with The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009, introduced on 1st April 2009 across health and social care.

Interface Specialist Care Limited (The Service)...

• will take all reasonable steps to ensure that their staff are aware of and comply with this Policy.
• 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.
• 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.
• 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 the commissioners of The Service instead of making their complaint to The Service, 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 the commissioners (details of commissioners available from our staff, complaints information leaflet and our website) and if a patient is dissatisfied with the commissioner’s response to their complaint, they must escalate their complaint to the Health Service Ombudsman.
• Their right to assistance with any complaint from The Independent Complaints Advocacy Service (ICAS); Citizens Advice Bureaux, 111 and the Care Quality Commission
• 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.
• 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 of the access to information procedure of The Service.
• will maintain a complete record of all complaints and copies of all related correspondence. These records will be kept separately from patients' medical records.

‍

‍

Process

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.

‍

‍

Receipt and acknowledgement of complaints

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 The Service
• 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 The Service
• 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 a Local Authority into whose care the child has been committed under the provisions of the Children Act 1989;
• By a person duly authorised by a voluntary organisation, by which the child is being accommodated.
• 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.
• The Service will send the complainant a response within 28 working days signed by Dr Manu Mehra. The response will incorporate:
  • The written report
  • Confirmation as to whether Interface Specialist Care Ltd  is satisfied that any necessary action has been taken or is proposed to be taken;
  • A statement of the complainant’s right to take their complaint to the Parliamentary and Health Service Ombudsman.
• If The Service does not send the complainant a response within the first 28 working days, the complainant will be notified in writing accordingly explaining the reason why.

‍

‍

Unresolved Complaints

• In situations where the person making the complaint can become aggressive or unreasonable, Interface Specialist Care Ltd will instigate the appropriate actions within the guidelines of its ‘Zero Tolerance Policy.
• Our Zero Tolerance Policy is available on request.

‍

‍

Complaints Register

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.

‍

‍

Unresolved Complaints

• 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.

‍

Reporting a Summary of Complaints to the Care Quality Commission

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.

‍

You can also contact the following for further information regarding complaints:

‍

South West London Integrated Care Board

120 Brodway, Wimbledon, SW191RH

Phone: 02036681221

Website:  mertonccg.nhs.net

‍

Department Of Dermatology - Epsom and St. Helier Hospitals NHS Trust

St. Helier Hospital

Wrythe Green Lane

Carshalton

Surrey SM5 1AA

Tel: 020 8296 3110

‍

NHS England

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

‍

The Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank London SW1P 4QP

Tel: 0345 0154033

‍

‍