Staff asked to provide information will be supported in this process by the Investigating Manager, their line manager and Departmental manager. Further advice can be obtained from the Patient Advice & Liaison Service. The Patient Support Officer is responsible for ensuring that appropriate patient consent for the release of personal information is obtained. A copy of any information that is given is kept in the complainants' complaint file, and may be passed on if the complainant requests an Independent or Health Service Ombudsman's Review of their complaint. General Principles Written information should be: Written in ink or Legible and concise Factual, accurate and relevant Avoid abbreviations. Explain any technical words, phrases or procedures and avoid jargon. Format Title The title should indicate the date, place and time of the incident complained about. Opening paragraph State your current: Name Post in the Trust How you can be contacted most easily If different from above, give the following information as it applied when the events under investigation occurred: Name Address Post in the Trust How long you had been in post How you can be contacted most easily Narrative of events Provide a narrative of the events, keeping to the facts. In date and time order state: When and what you did and why Where relevant, identify your contributions to clinical notes, adding explanations if you feel there is any ambiguity. Read the information you have written, date and sign it. Give the written information to your line manager, keep a copy for yourself. Statement form Complaint No:………………………………………… Patient Name:………………………………………… Hospital Number………………………………………
Staff asked to provide information will be supported in this process by the Investigating Manager, their line manager and Departmental manager. Further advice can be obtained from the Patient Advice & Liaison Service. The Patient Support Officer is responsible for ensuring that appropriate patient consent for the release of personal information is obtained. A copy of any information that is given is kept in the complainants' complaint file, and may be passed on if the complainant requests an Independent or Health Service Ombudsman's Review of their complaint. General Principles Written information should be: Written in ink or Legible and concise Factual, accurate and relevant Avoid abbreviations. Explain any technical words, phrases or procedures and avoid jargon. Format Title The title should indicate the date, place and time of the incident complained about. Opening paragraph State your current: Name Post in the Trust How you can be contacted most easily If different from above, give the following information as it applied when the events under investigation occurred: Name Address Post in the Trust How long you had been in post How you can be contacted most easily Narrative of events Provide a narrative of the events, keeping to the facts. In date and time order state: When and what you did and why Where relevant, identify your contributions to clinical notes, adding explanations if you feel there is any ambiguity. Read the information you have written, date and sign it. Give the written information to your line manager, keep a copy for yourself. Statement form Complaint No:………………………………………… Patient Name:………………………………………… Hospital Number………………………………………
complaints_policy.docx