comment, a complaint, or a concern, the matrix below may help you to arrive at the appropriate decision. Insignificant Significant or Moderate or None Certain Your assessment of the rigour and extent of Feedback or Concern Concern Complaint dissatisfaction Comment expressed The way in which the person raising the Feedback or Concern Complaint Complaint issue expresses their Comment level of dissatisfaction Your assessment of Feedback or Concern or the likely impact on Complaint Complaint Comment Complaint patient care Your assessment of Feedback or Concern or the to the patient, Complaint Complaint Comment Complaint patients or others Your assessment of Feedback or the risks to the NHS Concern Complaint Complaint Comment body The learning opportunities that may Feedback or arise as a result of Concern Complaint Complaint Comment looking at the matter raised It is expected that you will use professional judgement in deciding whether an issue can be looked at as a 'Concern' or whether it is appropriate to handle the matter through the complaints handling procedure. Where an issue is looked at as a and the ‘Concern’ person raising the matter remains dissatisfied with your response, you must then investigate the matter as a complaint, at stage 2 of the complaints handling procedure. Appendix 4: Timelines General References to timelines throughout the complaints handling procedure relate to working days. When measuring performance against the required timelines, we do not count
comment, a complaint, or a concern, the matrix below may help you to arrive at the appropriate decision. Insignificant or None Moderate Significant or Certain Your assessment of the rigour and extent of dissatisfaction expressed Feedback or Comment Concern Concern Complaint The way in which the person raising the issue expresses their level of dissatisfaction Feedback or Comment Concern Complaint Complaint Your assessment of the likely impact on patient care Feedback or Comment Concern or Complaint Complaint Complaint Your assessment of the to the patient, patients or others Feedback or Comment Concern or Complaint Complaint Complaint Your assessment of the risks to the NHS body Feedback or Comment Concern Complaint Complaint The learning opportunities that may arise as a result of looking at the matter raised Feedback or Comment Concern Complaint Complaint It is expected that you will use professional judgement in deciding whether an issue can be looked at as a 'Concern' or whether it is appropriate to handle the matter through the complaints handling procedure. Where an issue is looked at as a ‘Concern’ and the person raising the matter remains dissatisfied with your response, you must then investigate the matter as a complaint, at stage 2 of the complaints handling procedure. Appendix 4: Timelines General References to timelines throughout the complaints handling procedure relate to working days. When measuring performance against the required timelines, we do not count
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