The aims of the policy are to ensure that the complaints process is flexible and responsive to the needs of the complainant. It emphasises the need to communicate effectively with complainants and involve them in the decisions concerning the handling of their complaint.
1.2
All complaints will be treated in the strictest confidence.
1.3
Where a complaint investigation requires access to the patient's medical records and involves disclosure of this information to a person outside the care team, the Medical Director, will inform the patient or person acting on their behalf and ask for the patient's consent.
1.4
Suvera will maintain a complete record of all complaints and copies of all related correspondence. These records will be kept separately from patients' medical records. All complaints will be recorded onto the Suvera Quality Dashboard and every contact will be recorded.
2
Complaints Procedure
2.1
Suvera may receive the following complaints:
A complaint made directly by the patient or former patient, who is receiving or has received treatment through the Suvera service.
A complaint made on behalf of a patient or former patient (with his/her consent), who has received treatment through the Suvera service. Formal written consent is required and must be verified using patient ID checks. Where the patient is incapable of making a complaint, a representative who has an interest in his/her welfare may make a complaint using the Third-Party Consent Form.
A complaint from a health professional involved in a patient’s care.
All other complaints are classed as formal. Formal complaints are acknowledged by the Clinical Operations Lead in writing within 3 working days of receipt and fully investigated using the investigation template within 21 working days of the receipt date.
2.1.2
In the event that the complaint has been incorrectly sent to the service, the Clinical Operations Lead will advise the patient of this fact within 3 working days and ask them if they want it to be forwarded to the correct organisation. If Suvera identifies that the complaint will involve an additional provider it will agree with that provider which organisation will take the lead in responding and communicating with the complainant.
2.1.3
This written acknowledgement will include:
The name and contact details of the Suvera member of staff who will be investigating the complaint
A request for signed consent if consent is needed to progress the complaint investigation.
2.2
Investigation and response
Complaints should be resolved within 21 working days of the date it was received. However, at any time during the “relevant period”, the Clinical Operations Lead has the discretion to liaise with the complainant to extend this timeframe in order to carry out a full and proper investigation.
Suvera will investigate the complaint speedily and efficiently and as far as reasonably practicable, keep the complainant informed of the progress of the investigation.
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