Complaints received by a CCG or Area Team There are several routes of disposal of the complaint when received by a CCG. Hand back to primary care If a complaint has been directed to a CCG, their complaints screening group will decide whether this should be handled directly by the practice or not. If it is deemed that the complaint is suitable for resolution at the practice level, then it will be forwarded to the practice to deal with. Pass to the Maintaining high professional standards group / committee (MHPS) In reality, the screening group will already be working with the MHPS group to fact find and gather information to triage the complaint. Involvement of the MHPS committee adds another layer of oversight to the process with the potential to formulate action plans based upon the decisions taken by all groups involved in fact finding. Immediate suspension. In rare cases the Medical Director of the Area Team may recommend immediate suspension of a practitioner should the severity of the case warrant this and it is impractical to convene a meeting of the MHPS committee as a matter of urgency. The matter will however be reported at the next MHPS committee. It is at the stage of the screening process that most complaints are dealt with without most that there is a complaint against them. However, should there be GP’s even being aware significant evidence that the standard of care offered was below the level that should be expected then a clinician may be contacted to provide further evidence toward resolution of the incident.
Complaints received by a CCG or Area Team There are several routes of disposal of the complaint when received by a CCG. Hand back to primary care If a complaint has been directed to a CCG, their complaints screening group will decide whether this should be handled directly by the practice or not. If it is deemed that the complaint is suitable for resolution at the practice level, then it will be forwarded to the practice to deal with. Pass to the Maintaining high professional standards group / committee (MHPS) In reality, the screening group will already be working with the MHPS group to fact find and gather information to triage the complaint. Involvement of the MHPS committee adds another layer of oversight to the process with the potential to formulate action plans based upon the decisions taken by all groups involved in fact finding. Immediate suspension. In rare cases the Medical Director of the Area Team may recommend immediate suspension of a practitioner should the severity of the case warrant this and it is impractical to convene a meeting of the MHPS committee as a matter of urgency. The matter will however be reported at the next MHPS committee. It is at the stage of the screening process that most complaints are dealt with without most GP’s even being aware that there is a complaint against them. However, should there be significant evidence that the standard of care offered was below the level that should be expected then a clinician may be contacted to provide further evidence toward resolution of the incident.