Effective handling of complaints is essential in modern business management. Whether a complaint is received in oral, written or electronic form, correct handling of the complaint is essential. This will not only enhance relations with the complainant but offer an opportunity to improve the management of the practice.
The policy of this practice is to have a robust complaints procedure that is easy for patients to access, thereby allowing complaints to be dealt with effectively.
This policy is in accordance with Regulation 19 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010. Our Standard Operating Procedures include:
1. Practice complaints procedure
2. Procedure for verbal complaints
3. Procedure for written complaints
4. Complaint audit procedures
All staff are trained to implicate this policy at all times. The Practice Manager is responsible for enforcing, maintaining and auditing the policy. This includes an annual review in January