Class 11. Complaints

Class Definition: Policies, procedures and contacts for complaints (Also see classes 6 and 8)

Complaints Policy and Procedure

Green Park Health Care Trust implemented the HPSS Complaints Procedure in April 1996. All complaints to the Trust are dealt with by a designated Complaints and Patient Liaison Manager in accordance with the Northern Ireland Health and Personal Social Services (HPSS) Complaints Procedure “Complaints - Listening, Acting, Improving”(March 1996) and the HPSS Complaints Procedure –“Guidance on Handling HPSS Complaints: Hospital and Community Health and Social Services. (April 2000)”.

All complaints are acknowledged within 2 working days and following investigation, the complainant receives a written response from the Chief Executive within 20 working days where possible. If a delay occurs because of the complex nature of the complaint, the complainant is informed of the delay within the 20 day deadline. The Trust’s complaints policy and procedure are available to all wards and departments via the intranet and annual training sessions are delivered by the Complaints and Patient Liaison Manager. The Trust's leaflet "Complaints, Compliments and Suggestions" is available in all patient areas.

Outcomes of Complaints

The Complaints Monitoring Committee meets on a quarterly basis. All complaints received by the Trust are reviewed to ensure that corrective action has been taken and that the Trust is meeting its obligations under the procedures.

Complaints procedure under the Children’s Order (1995)

The Trust’s Complaints and Patient Liaison Manager is appropriately trained and qualified in accepting and handling complaints made under the Children’s (Northern Ireland) Order 1995.

Equality

No complaints have been received under the 9 categories of section 75 of the Northern Ireland Equality Order 2000.

Anonymous complaints

Anonymous complaints are dealt with as far as possible in accordance with the HPSS complaints procedure. However the Trust has not received any anonymous complaints from patients or carers while operating this scheme.

Complaints Contact Details

The contact details of the Trust’s Complaints and Patient Liaison Manager are detailed below:

Complaints and Patient Liaison Manager Green Park Healthcare Trust Musgrave Park Hospital Stockman’s Lane Belfast BT9 7JB Telephone: 028 9090 3028 Textphone: 028 9038 2008 Email: complaints@greenpark.n-i.nhs.uk

In the year 2002-2003 the Trust received 165 complaints and 3,069 compliments.

In the year 2003-2004 the Trust received 143 complaints and 2,984 compliments.