| Chapter 14: Complaints Procedure |
|
| 1. Any complaints about NHS staff
or services made by an overseas patient should be dealt with under the complaints
procedure detailed in NHS MEL(1996) 24, 31, 32 and 35. An explanatory leaflet is available
to patients, entitled "Complaints....Listening....Acting....Improving...." |
|
| 2. The NHS Complaints Procedure
provides an accessible system for the public with the emphasis being on a speedy response.
If the complainant remains dissatisfied they may ask for an Independent Review. The
complaint can be taken to the Health Service Commissioner whose jurisdiction includes
complaints about clinical judgement and about family health service practitioners. 3.
Any care change or the introduction of a dedicated complaints procedure for individual
client groups should be incorporated into the complaints process set out in this Manual. |
|
|
