If the investigation stage follows attempted early resolution, you must ensure you have all case notes and associated information considered at the early resolution stage. You must also record that this information has been obtained. Contact with the person making the complaint at the start of the investigation To effectively investigate a complaint, it is often necessary to have a discussion with the person making the complaint to be clear about exactly what the complaint or complaints relate to, understand what outcome the person making the complaint is looking for by complaining, and assess if these expectations are realistic and achievable. This may be by a telephone discussion or it may be appropriate to arrange a meeting between appropriate NHS staff and the person making the complaint. This will provide the opportunity to explain how the investigation will be conducted, and to manage the person’s expectations in regard to the outcomes they are looking for. Timelines The following deadlines are set out in the Regulations for cases at the investigation stage: complaints must be acknowledged within three working days; and you should provide a full response to the complaint as soon as possible but not later than 20 working days, unless an extension is required. Acknowledgements The Complaints Directions set out what must be included in a written acknowledgement of a complaint, which is as follows: contact details of the feedback and complaints officer; details of the advice and support available including the PASS; information on the role and contact details for the SPSO; a statement confirming that the complaint will normally be investigated, and the report of the investigation sent to the complainant, within 20 working days or as soon as reasonably practicable; and a statement advising that, should it not be possible to send a report within 20 working days, the person making the complaint will be provided with an explanation as to why is a delay and, where possible, provided with a revised timetable for the investigation. When advising the person making the complaint about the role and contact details of the SPSO, it should also be explained that if they remain dissatisfied at the end of the complaints process, they can ask the SPSO to look at their complaint, and that further information about this will be provided with the final decision on the complaint.
If the investigation stage follows attempted early resolution, you must ensure you have all case notes and associated information considered at the early resolution stage. You must also record that this information has been obtained. Contact with the person making the complaint at the start of the investigation To effectively investigate a complaint, it is often necessary to have a discussion with the person making the complaint to be clear about exactly what the complaint or complaints relate to, understand what outcome the person making the complaint is looking for by complaining, and assess if these expectations are realistic and achievable. This may be by a telephone discussion or it may be appropriate to arrange a meeting between appropriate NHS staff and the person making the complaint. This will provide the opportunity to explain how the investigation will be conducted, and to manage the person’s expectations in regard to the outcomes they are looking for. Timelines The following deadlines are set out in the Regulations for cases at the investigation stage: complaints must be acknowledged within three working days; and you should provide a full response to the complaint as soon as possible but not later than 20 working days, unless an extension is required. Acknowledgements The Complaints Directions set out what must be included in a written acknowledgement of a complaint, which is as follows: contact details of the feedback and complaints officer; details of the advice and support available including the PASS; information on the role and contact details for the SPSO; a statement confirming that the complaint will normally be investigated, and the report of the investigation sent to the complainant, within 20 working days or as soon as reasonably practicable; and a statement advising that, should it not be possible to send a report within 20 working days, the person making the complaint will be provided with an explanation as to why is a delay and, where possible, provided with a revised timetable for the investigation. When advising the person making the complaint about the role and contact details of the SPSO, it should also be explained that if they remain dissatisfied at the end of the complaints process, they can ask the SPSO to look at their complaint, and that further information about this will be provided with the final decision on the complaint.
NHS%20Model%20CHP%20%28updated%20Aug%202018%29.docx