Exceptions Head of Patient Quarterly Patient Safety Patient Report Experience and Quality Safety and Committee Quality Committee will agree corrective action as necessary and will escalate risks to the Board External Report Head of Patient Annual Copied to Commissioners Experience The process by Patient Head of Patient Monthly Executive As above the organisation aims Experience Experience Committee & to improve as a result Report Trust Board of concerns and Exceptions Head of Patient Quarterly Patient Safety As above complaints being Report Experience and Quality raised Committee Complaint PALS Ad hoc basis PALS training file As response writing Training Actions for managers of Head of Patient Ad hoc Clinical Action or individuals to take if complaints policy Experience Managers and plan drawn member involved /External Auditors Patient Safety up with a complaint is and Quality experiencing Committee difficulties associated HR copied into PALS Officers As they come Stress Action with the complaint. emails to through agreed as Directorate necessary Managers depending containing on the complaint letters case Review date and arrangements This document will be reviewed every two years in accordance with the Trust’s agreed process for reviewing Trust wide documents. As the organisation learns from complaint management at a local and national level, this policy may be reviewed more frequently. APPENDIX A Equality Impact Assessment Tool – 1 Document Title: Complaints Policy Yes/No Comments 2 Does this document contain the Yes Trust’s statement on Equality?
Exceptions Report Head of Patient Experience Quarterly Patient Safety and Quality Committee Patient Safety and Quality Committee will agree corrective action as necessary and will escalate risks to the Board External Report Head of Patient Experience Annual Copied to Commissioners The process by the organisation aims to improve as a result of concerns and complaints being raised Patient Experience Report Head of Patient Experience Monthly Executive Committee & Trust Board As above Exceptions Report Head of Patient Experience Quarterly Patient Safety and Quality Committee As above Complaint response writing Training PALS Ad hoc basis PALS training file As Actions for managers or individuals to take if member involved with a complaint is experiencing difficulties associated with the complaint. of complaints policy Head of Patient Experience /External Auditors Ad hoc Clinical Managers and Patient Safety and Quality Committee Action plan drawn up HR copied into emails to Directorate Managers containing complaint letters PALS Officers As they come through Stress Action agreed as necessary depending on the case Review date and arrangements This document will be reviewed every two years in accordance with the Trust’s agreed process for reviewing Trust wide documents. As the organisation learns from complaint management at a local and national level, this policy may be reviewed more frequently. APPENDIX A – Equality Impact Assessment Tool 1 Document Title: Complaints Policy Yes/No Comments 2 Does this document contain the Trust’s statement on Equality? Yes
complaints_policy.docx