issued within three working days. Exceptionally you may need longer than the 20-day limit for a full response. If so, you must explain the reasons to the person, and agree with them a revised timescale. Day 1 Day 5 Day 10 Day 15 Day 20+ Day 1: By Day 20: By agreed Day complaint In agreement date: received at with the Issue our investigation person making final stage, or next the complaint decision on working day if where the date of receipt is a possible, complaint. non-working day. decide a Acknowledgement revised issued within timescale for three working bringing the days. investigation to a conclusion. Timeline examples The following illustration provides examples of the point at which we conclude our consideration of a complaint. It is intended to show the different stages and times at which a complaint may be resolved. Day 1 Day 3 Day 8 Day 20+ Complaint Complaint Complaint Complaint Complaint Complaint 1 2 3 4 5 6 The circumstances of each complaint are explained below: Complaint 1 Complaint 1 is a straightforward issue that may be resolved by an on-the-spot explanation and, where appropriate, an apology. Such a complaint can be resolved on day one.
issued within three working days. Exceptionally you may need longer than the 20-day limit for a full response. If so, you must explain the reasons to the person, and agree with them a revised timescale. Day 1 Day 5 Day 10 Day 15 Day 20+ Day 1: Day complaint received at investigation stage, or next working day if date of receipt is a non-working day. Acknowledgement issued within three working days. By Day 20: In agreement with the person making the complaint where possible, decide a revised timescale for bringing the investigation to a conclusion. By agreed date: Issue our final decision on the complaint. Timeline examples The following illustration provides examples of the point at which we conclude our consideration of a complaint. It is intended to show the different stages and times at which a complaint may be resolved. Day 1 Day 3 Day 8 Day 20+ Complaint 1 Complaint 2 Complaint 3 Complaint 4 Complaint 5 Complaint 6 The circumstances of each complaint are explained below: Complaint 1 Complaint 1 is a straightforward issue that may be resolved by an on-the-spot explanation and, where appropriate, an apology. Such a complaint can be resolved on day one.
NHS%20Model%20CHP%20%28updated%20Aug%202018%29.docx