• Policy review 3 yearly or when legislation requires, whichever is sooner
  
• Annual report to the Health Care Commission which includes:
  1. complaints made
  2. action taken in response
  
• Annual report to Hospice Board
  
• Quarterly report to Clinical Governance group

Compliance with Statutory Requirements

• Private and Voluntary Health Care (England) Regulations 2001 Part III - Conduct of Health Care Establishments and Agencies, Regulation 23.
  
• National Care Standard Commission Core Standard Complaints Management (C14) reviewed and updated in 2007.

Scope
The complaints policy refers to both clinical and non-clinical complaints against the hospice.
It is designed to manage, respond to and resolve complaints effectively.

This is achieved through a procedure which:

• is accessible to complainants
  
• provides a simple system for making complaints about any aspect of the service provided
  
• responds to verbal and written complaints whether made in a formal or informal manner
  
• is a rapid and open process with designated timescales and a commitment to keep the complainant informed on the progress of the investigation
  
• is equally fair to staff and complainant
  
• maintains the confidentiality of the patient, complainant and staff member(s)
  
• provides the opportunity to learn from the complaint to improve services

Handling Complaints

• Informal Criticism:
  Any verbal criticism or complaint from a member of the public should be dealt with by the member of staff involved. He/she should endeavour to give an immediate explanation or pass the complaint to a senior member of staff. The complainant should be informed of action to be taken and, if appropriate, be given an apology.
  
  If a patient complains, the nurse in charge will record a summary of the conversation in the nursing notes and inform the Director of Care Services/Assistant Director of Care Services and, if appropriate, the Medical Officer concerned. If staff at ward level are unable to give a full explanation, the complaint should be passed to the Director of Care Services or Assistant Director of Care Services who will inform the Chief Executive.
  
  If the complainant remains dissatisfied, he/she will be invited to discuss the complaint with the Chief Executive.
  
  
• Major Criticism/Formal Complaint:
  Any member of staff receiving a formal complaint must inform the Chief Executive immediately. All formal complaints will be acknowledged in writing within two working days, explaining what initial action is to be taken. A comprehensive reply should then be sent to the complainant within 15 working days, explaining the investigations carried out, the results, and any action that has been implemented. The complainant should be given the opportunity to discuss these outcomes with the Chief Executive.
  
  Where there are unavoidable delays in completing the investigation, the complainant must be informed after 15 working days.
  
  In the event of a complainant not being satisfied with the response, a meeting will be arranged with the Chief Executive and relevant personnel. This meeting will be recorded and notes made of the key issues. These will be confirmed in writing to the complainant.
  
  If you would like assistance in compiling a complaint, please ask the Ward staff to contact Maura Cochrane, Assistant Director of Care Services.
  
  
• Monitoring Complaints:
  All complaints will be analysed and investigated by the Chief Executive and relevant Hospice Director. The Chief Executive will keep a monthly record of all verbal and written complaints.
  
  Every four months, the Chief Executive will present an analysis of complaints to the Clinical Governance Team.
  
  
• Classification of Complaints:
  
  
  • Poor patient care
    
  • Delay in obtaining information
    
  • Poor Day Hospice care/treatment
    
  • Poor community care/treatment
    
  • Staff attitude/rudeness
    
  • Failure in communications
    
  • Inadequate provision of service
    
  • Racism/discrimination
    
  • Poor hospice/support services
    
  • Inadequate transport provision
    
  • Others

Where the complaint cannot be resolved locally:

The complainant has the right of access to:

The Healthcare Commission
Private and Voluntary Health
Finsbury Tower
103-105 Bunhill Row
London EC1Y 8TL

Or email to:

londonsoutheast.ihccomplaints@healthcarecommission.org.uk

Staff training requirements
Training needs to be provided to all staff on:

• what is a complaint, particularly informal complaints, which may arise as an aside within other communication
  
• how to receive a complaint
  
• how to deal with someone making a complaint
  
• the complaints process, both verbal and written.

Audit plan
Adherence to the stated policy will be audited annually, following an audit trail of a random selection of complaints made in the course of the year to ensure adherence with the principles above.