Complaints Policy

1. Purpose

Valley Medical Centre is committed to providing high quality care and welcomes feedback from patients and others who use our services. This policy outlines how complaints are handled fairly, transparently and in accordance with NHS regulations.

The policy applies to:

• All clinical and non clinical staff
• Contractors, trainees, students and visitors working within the Practice

2. Importance of a complaints procedure

Despite the commitment of staff, occasions may arise where patients feel dissatisfied. A clear complaints procedure:

• Encourages openness and learning
• Helps resolve concerns promptly
• Supports service improvement
• Protects patients and staff

3. How a complaint can be made

A complaint may be made:

• Verbally (in person or by telephone)
• In writing (letter or email)

Where a patient is unable to make a complaint themselves, reasonable adjustments will be made to support them.

Patients may choose to raise their complaint:

• Directly with Valley Medical Centre
• With NHS England or the Integrated Care Board (ICB)
• Through an independent advocacy service (Healthwatch)

4. Who can make a complaint

Complaints may be made by:

• Current or former patients
• Someone affected by actions or decisions of the Practice
• A representative acting on behalf of a patient (with appropriate consent)

For complaints made on behalf of a child or someone lacking capacity, the Practice will ensure the complaint is made in the individual’s best interests.

5. Time limits

• Complaints should normally be made within 12 months of the incident or knowledge of the issue.
• Complaints outside this timeframe may still be investigated at the Practice’s discretion, particularly where there is good cause or learning potential.

6. Roles and responsibilities

Responsible person

• A GP Partner with overall accountability for the complaints process
• Ensures appropriate action and learning following investigations

Complaints manager

• This the Practice or Deputy Manager who will oversee the handling and investigation of complaints
• She will also act as the main point of contact for complainants
• She will ensure complaints are recorded, investigated and responded to appropriately

7. Initial handling of complaints

• Patients expressing dissatisfaction should be offered the opportunity to speak with the Practice or Deputy Manager.
• Informal complaints will be resolved promptly where possible.
• If resolved informally, details will be documented and shared (where appropriate) for learning purposes.
• If unresolved, the complainant will be invited to submit a formal written complaint.

8. Acknowledgement

• Written complaints will be acknowledged within 3 working days.
• The acknowledgement will confirm: 
  • Who is investigating the complaint
  • The anticipated response timescale

9. Investigation process

• The Practice or Depuy Manager will gather information from relevant staff.
• Staff involved will be supported and given the opportunity to provide their account.
• Meetings with the complainant will be offered where appropriate.
• A response timescale will be agreed, normally within 6 months, and documented.
• If delays occur, the complainant will be kept informed.

10. Written response

The final response will be signed by the Responsible Person and will include:

• An explanation of how the complaint was investigated
• Findings and conclusions
• Details of any actions taken or planned
• An apology where appropriate
• Information on further escalation options

11. If the complainant remains dissatisfied

If unhappy with the response, complainants may contact:

12. Recording and confidentiality

The Practice maintains a confidential complaints register that records:

• Complaint details and dates
• Investigation steps taken
• Outcomes and learning points
• Response times and correspondence

Complaints are handled in line with GDPR and confidentiality requirements.

13. Learning and service improvement

• Complaints and learning outcomes are discussed at staff meetings (appropriately anonymised).
• An annual complaints review identifies themes, risks and improvement actions.
• Findings are shared with the Responsible Person and inform quality improvement.

14. Annual complaints report

An annual report (year ending 31 March) will be produced, detailing:

• Number of complaints received
• Outcome classifications
• Themes and learning
• Actions taken to improve services

This report is available on request.

15. Publicity

Information about the complaints procedure is available:

• At reception
• On request
• Via the Practice website

Patients are also signposted to independent advocacy services.

Approval

This policy has been approved by Valley Medical Centre and reviewed in line with NHS complaints regulations.