Complaints Policy and Procedure

The NHS Complaints Policy and Procedure is governed by statutory directions and detailed guidance contained within the Local Authority Services and National Health Services Complaints (England) Regulations 2009 which came into force from 1st April 2009. The amended regulations are designed to make the complaints procedure clearer and easier to
access for those who need it.

Any patient, client or carer who is dissatisfied needs to be given an open opportunity to voice their complaint, and to believe that it will be taken seriously, properly investigated, explained and resolved. Whilst making a complaint, both formally and informally, the complainant will not be discriminated against in terms of further services or treatments provided.

The Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust is committed to listening, acting and learning approach to concerns and complaints that is honest and thorough. The most satisfactory outcome to complaints often comes when complaints are dealt with fully and effectively at Local Resolution (i.e. resolved within the Trust’s internal
complaints procedures).  Local Resolution seeks to provide prompt investigation and resolution of a complaint at local level, aiming to satisfy the complainant whilst also being fair to staff. The Trust will ensure that each complaint is fully investigated with clear explanations given and will, where appropriate, make changes to ensure improvements in service delivery.

The Director of Nursing is the designated ‘Complaints Manager’ for the Trust who will oversee all stages of the complaint procedure within the Trust as well as claims and incidents. The Complaints Co-ordinator will govern the day-to-day management of complaints and will be the first point of contact.

Within this document there are details concerning the complaints process and procedures.

Also see the webpage Raising a concern

Release Date: 23 Apr 2015