This policy outlines procedures and responsibilities within Muse Studios Limited (“the Organisation “) for handling any concerns, issues or complaints that may arise.
This policy follows:
- The Local Authority Social Services and National Health Service Complaints (England) Regulations (2009). This sets out expectations for NHS providers in how to manage complaints.
- Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (Regulation 16).
RELEVANT CQC FUNDAMENTAL STANDARD/H+SC ACT REGULATION (2014)
- Regulation 16: “Complaints”.
PURPOSE AND OBJECTIVES
The purpose of this policy is to ensure that any complaints or concerns by service users are correctly managed.
Muse Studios Limited, although an independent body aspires to meet the principles set out in the NHS Constitution which are:
- The right to have any complaint made about our services dealt with efficiently and to have it properly investigated.
- The right to know the outcome of any investigation into a complaint.
- The right to take a complaint to independent review if the complainant is not satisfied with the way their complaint has been dealt with.
- The commitment to ensure service users are treated with courtesy and receive appropriate support throughout the handling of a complaint; and the fact that they have complained will not adversely affect their future treatment.
- When mistakes happen they shall be acknowledged; an apology made; an explanation given of what went wrong; and the problem rectified quickly and effectively.
- Demonstrating a commitment to ensure that the organisation learns lessons from complaints and uses these to improve services.
This policy serves to indicate how issues concerning service user concerns or complaints should be managed within the organisation.
DUTIES AND RESPONSIBILITIES
The CQC Registered Manager holds overall responsibility for ensuring the development, implementation and operation of this policy regarding complaints. The CQC Registered Manager will also work as the designated Complaints Manager.
The CQC Registered Manager will also lead and oversee the process of the implementation of this policy, as well as monitoring its compliance and effectiveness.
Our designated Complaints Manager will be:
- Responsible for managing the procedures for handling and considering complaints.
- Ensuring that replies are drafted and signed by the CQC Registered Manager or other authorised person.
- Responsible for ensuring that action is taken if necessary in the light of the outcome of a complaint or investigation.
- Responsible for the effective management of the complaints procedure.
Everyone has the right to expect a positive experience and a good treatment outcome. In the event of concern or complaint, service users have a right to be listened to and to be treated with respect.
As an authorised provider, Muse Studios Limited will manage complaints properly so user concerns are dealt with appropriately. Good complaint handling matters because it is an important way of ensuring our users receive the service they are entitled to expect.
Complaints are also a valuable source of feedback; they provide an audit trail and can be an early warning of failures in service delivery. When handled well, complaints provide an opportunity to improve service and reputation.
Our Aims & Objectives
- We aim to provide a service that meets the needs of our service users and we strive for a high standard of care;
- We welcome suggestions from service users and from our staff about the safety and quality of service, treatment and care we provide;
- We are committed to an effective and fair complaints system;
- We support a culture of openness and willingness to learn from incidents, including complaints.
OUR COMPLAINTS PRINCIPLES
- Service users are encouraged to provide suggestions, compliments, concerns and complaints and we offer a range of ways to do it.
- All complainants are treated with respect, sensitivity and confidentiality.
- All complaints are handled without prejudice or assumptions about how minor or serious they are. The emphasis is on resolving the problem.
- Service users and staff can make complaints on a confidential basis or anonymously if they wish, and be assured that their identity will be protected.
- Service users will not to be discriminated against or suffer any unjust adverse consequences as a result of making a complaint about standards of care and/or service.
- All staff are expected to encourage service users to provide feedback about the service, including complaints, concerns, suggestions and compliments. All patients are provided with a link to write an anonymised patient review at the end of their consultation/treatment.
- Staff are expected to attempt resolution of complaints and concerns at the point of service, wherever possible and within the scope of their role and responsibility.
- Staff will consult with Rishi Mandavia if addressing the complaint is beyond their responsibilities.
- Complaints that are not resolved at the point of service, or that are received in writing and require follow up, are regarded as formal complaints.
- An acknowledgement letter/email will be sent to the patient within 2 days from the complaint. A timeline for receiving a response will be provided to the patient.
- Our designated complaints manager (Rishi Mandavia) will carry out an analysis report into the complaint. This involves an assessment of the case and discussion with relevant staff members.
- The analysis report will contain a summary of events, learning points and an action plan.
- The patient will be sent a written response containing an expression of regret for any harm or distress suffered. This response will also contain an assessment of the complaint and events leading to it and any learning points gained. If possible a solution will be proposed. This written response must be sent within 14 days.
IF THE COMPLAINT IS NOT RESOLVED
If a patient or member of their family or member of the public is not satisfied with the outcome of their complaint or our handling of the complaint, then they can direct their complaint to:
Independent Healthcare Sector
Complaints Adjudication Service
70 Fleet Street
London EC4Y 1EU
020 7536 6091
All staff will be appropriately trained to manage complaints competently.
Regular reviews are conducted by the complaints manager to check understanding of the complaints process among our staff.
Information is provided about the complaints policy in a variety of ways, including some or all of the following:
- On our website;
- Email invitations for feedback after consultations/treatments
- By staff inviting feedback and comments.
After receiving a formal complaint, our CQC Registered Manager reviews the issues in consultation with relevant staff in order to decide what action should be taken, consistent with the risk management procedure.
ASSESSING RESOLUTION OPTIONS
Formal complaints are normally resolved by direct negotiation with the complainant, but some complaints are better resolved with the assistance of an alternative disputes resolution provider.
The complaints manager will signpost the complainant to an appropriate external body if:
- The complaint raises complex issues that require external expertise.
- The complaint cannot be resolved internally to the service user’s satisfaction.
- Formal complaints are acknowledged in writing or in person within 48 hours.
- The acknowledgment provides contact details for the person who is handling the complaint, how the complaint will be dealt with and how long it is expected to take.
- If a complaint raises issues that require notification or consultation with an external body, the notification or consultation will occur within three days of those issues being identified.
- Formal complaints are investigated and resolved within 14 days.
- If the complaint is not resolved within that time period days, the complainant will be provided with an update.
RECORDS AND PRIVACY
- The complaints manager maintains a complaints register/folder.
- Personal information in individual complaints is kept confidential and is only made available to those who need it to deal with the complaint.
- Service users are provided with access to their medical records in accordance with our Subject Access policy. Others requesting access to a service users’ medical records as part of resolving a complaint are provided with access only if the service user has provided authorisation in accordance with the Subject Access policy.
OPEN DISCLOSURE AND FAIRNESS
- Complainants are initially provided with an explanation of what happened, based on the known facts.
- At the conclusion of an inquiry or investigation, the complainant and relevant staff are provided with all established facts, the causal factors contributing to the incident and any recommendations to improve the service, and the reasons for these decisions.
INVESTIGATION AND RESOLUTION
The complaints manager carries out investigations of complaints to identify what happened, the underlying causes of the complaint and preventative strategies.
Information is gathered from:
- Talking to staff directly involved;
- Listening to the complainant’s views;
- Reviewing medical records and other records; and
- Reviewing relevant policies, standards or guidelines.
COMPLAINTS ABOUT INDIVIDUALS
Where an individual staff member has been mentioned specifically by a complainant, the matter will be investigated by the relevant manager or supervisor, who will:
- Inform the staff member of the complaint made against them;
- Ensure that if possible the member of staff does not have any contact with the complainant during the investigation period, or afterwards if deemed appropriate;
- Ensure fairness and confidentiality is maintained during the investigation; and
- Encourage the staff member to seek advice from their professional association/body, if desired.
The staff members will be asked to provide a factual report of the incident, identify systems issues that may have contributed to the incident and suggest possible preventive measures.
Where the investigation of a complaint results in findings and recommendations about individual staff members, the issues are addressed through the Disciplinary or other appropriate process.
REPORTING AND RECORDING COMPLAINTS
The complaints manager assesses complaints and draws up recommendations for any changes that can help improve the service. All patient feedback is reported weekly at the clinic’s weekly team meeting.
Complaints reports are considered at directors’ meetings.
Audits of patient feedback including complaints are carried out regularly.
MONITORING AND EVALUATION
The complaints manager continuously monitors the amount of time taken to resolve complaints, whether recommended changes have been acted on and whether satisfactory outcomes have been achieved.
The complaints manager annually reviews the complaints management system to evaluate if the complaints policy is being complied with and how it measures up against best practice guidelines. As part of the evaluation, users and staff will be asked to comment on their awareness of the policy and how well it works in practice.