The BEDOC complaints procedure complies with NHS complaints procedure standards. Complaints will be dealt with as speedily and efficiently as possible. Complainants will be treated courteously and sympathetically and as far as possible involved in decisions about how their complaints are handled and considered.
The Bedoc Clinical Governance Lead will take responsibility for ensuring we follow these procedures, and that action is taken in the light of the outcome of any investigation.
The Bedoc Quality & Patient safety manager will act as the complaints manager, to manage the procedures for handling and considering complaints and the Bedoc Chief Executive will review and respond to all complaints.
A complaint may be made by a patient, or their representative: if requested by the patient; in the case of a child; or if incapacity prevents the individual complaining.
Practices will be advised to directly inform the complaints manager at Bedoc as soon as they receive the complaint, so that the complaint can be dealt with as quickly as possible. A complaint may be made orally or in writing, and where it is made orally, the complaints manager will make a written record of the complaint which includes the name of the complainant, the subject matter of the complaint and the date on which it was made; and where it is made in writing, the complaints manager will make a written record of the date on which it was received.
Time limit for making a complaint
A complaint must be made within twelve months of the date on which the subject of the complaint occurred; or twelve months of the date on which the subject of the complaint came to the notice of the complainant. Where a complaint is made after tweleve months, the complaints manager may investigate it if he is of the opinion that having regard to all the circumstances, the complainant had good reasons for not making the complaint within that period; and it is still possible to investigate the complaint effectively and efficiently.
Acknowledgement and record of complaint
The complaints manager will send to the complainant a written acknowledgement of the complaint within 3 working days of the date on which the complaint was made. Where a complaint was made orally, the acknowledgement will be accompanied by the written record with an invitation to the complainant to sign and return it.
Making a complaint
A person wishing to complain may make the complaint directly to:
FAO Quality & Patient safety manager
Bedford On Call
Room 8 Simon Whitbread House
Bedford Hospital
Kempston Road
Bedford
MK42 9DJ
email: feedback.bedoc@nhs.net
or indirectly to any GP practice who have an out of hours service provided by Bedoc.
Investigation
The complaints manager will investigate the complaint to resolve it speedily and efficiently. If the complaint is about the care received by an individual doctor, this doctor will be asked to provide a written statement. If the complaint is about another service, then the complaint will be passed to that service. The complaints manager may, in any case where it is thought appropriate to do so and with the agreement of the complainant, make arrangements for conciliation, mediation or other assistance for the purposes of resolving the complaint, and in any such case Bedoc will ensure that appropriate conciliation or mediation services are available. The complaints manager will take such steps as are reasonably practicable to keep the complainant informed about the progress of the investigation.
Response
The complaints manager will prepare a written response to the complaint which summarises the nature and substance of the complaint, describes the investigation and summarises its conclusions. The response will be signed by the chief executive of Bedoc except in cases where for good reason the chief executive is not able to sign it, in which case it may be signed by a representative.
The response will be sent to the complainant within 25 working days beginning on the date on which the complaint was made or, where that is not possible, as soon as reasonably practicable.
Who else can help me?
Contact PALS by:
• Phoning 01525 864405 (normal hours 9am – 5.00pm, Monday to Friday. A voicemail system operates at busy times and out of hours and we will endeavour to return your call by the next working day.
• Emailing: PALS@bedfordshireccg.nhs.uk
• Or writing to:
PALS Complaints and FOI Team
Suite 1
Capability House
Wrest Park
Silsoe
MK45 4HR
Independent Review
The complainant has the right to refer the complaint to an independent body.
The Ombudsman is independent of the NHS and will look into any aspects of your complaint that you feel the Trust has failed to address. You can contact the Ombudsman as follows:
Parliamentary and Health Service Ombudsman
11th Floor, Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 015 4033
email: phso.enquiries@ombudsman.org.uk
Patient information
Bedoc will make this leaflet available to patients and their carers attending Bedoc, staff of Bedoc, Bedfordshire clinical group and general practices and Public Involvement forum.
Monitoring
Bedoc will prepare a report for each quarter of the year for consideration by its Council, and as part of its reporting arrangements with Bedforshire Clinical Commissioning Group. Bedoc will also prepare an annual report on its handling and consideration of complaints and send a copy of that report to Bedfordshire Clinical Commissioning Group.
