Complaints, Suggestions and Compliments Policy and Procedure
This Complaints, Suggestions and Compliments policy was last updated 06 August 2020 (Issue: v1.0).
In relation to complaints received, med24 will demonstrate that the team:
- Understands the importance of dealing effectively with complaints in a timely manner, as well as acknowledging and acting on feedback received
- Recognises that failure to deal with a complaint is a serious matter that could be considered a breach regulatory compliance at med24
- Will reduce the workload of med24 by resolving verbal complaints to the complainant’s satisfaction within 24 hours in order to avoid a formal complaints process and, as it can be difficult to separate a complaint from a concern, this policy will be followed whenever dissatisfaction is clearly expressed
- Has functional knowledge of how to deal with complaints which is equitably applied
- Considers the quality of care provided by putting themselves in the place of the patient and assessing their expectations for the service
- Reviews services and how they are delivered in relation to complaints and feedback received
- Makes changes where necessary or appropriate to improve services and the patient experience
- Monitors outputs from changes and developments as part of a continuous cycle of improvement
- Shares feedback and changes made with patients, stakeholders and commissioners
- Keeps accurate records and documentation for all complaints and feedback
- Complies with the requirements of all local complaints and feedback policy and procedures
- Provides access to patients for information about how to make a complaint, the complaints process and timescales via the patient leaflet, the website and in the clinic in appropriate or specific requested accessible formats
- Understands statutory obligations in respect of the Duty of Candour and will follow the agreed policy and procedure
Compliments, Suggestions and Feedback
med24 will ensure that services delivered are effective and responsive to the needs of patients, carers and other users by encouraging and being welcome to feedback from patients about the service and their experiences.
med24 will make reasonable efforts to:
- Identify areas of good practice, strengths and what med24 does well
- Identify areas for improvement, lessons learned and any changes to be made as a result
- Demonstrate that med24 values patients and others' concerns and comments about the work of the team by making changes in response to feedback received
med24 will reflect on compliments, suggestions and other feedback received formally and informally depending on the content. A record of all compliments, suggestions and other feedback will be maintained on our Risk Management system, together with the register of complaints at med24 and will be reviewed on a regular basis at team meetings in addition to regular and annual complaints reviews.
Compliments, suggestions and feedback received will be explored by the team at med24 and a response provided to the individual as well as to the wider patient and stakeholder population (via the usual communication methods and channels at med24), in particular when changes have been made or developments are planned in response.
