Cookie Policy

1. Introduction

This policy outlines procedures and responsibilities within REBOUND PHYSIOTHERAPY SERVICES LTD (“the organisation “) for handling any concerns, issues or complaints that may arise.

2. Relevant cqc fundamental standard/h+sc act regulation (2014)

• Regulation 16: “complaints”.

3. Purpose and objectives

The purpose of this policy is to ensure that any complaints or concerns by patients are correctly managed.

REBOUND PHYSIOTHERAPY SERVICES LTD, although an independent body aspires to meet the principles set out in the nhs constitution which are:

This policy serves to indicate how issues concerning patient concerns or complaints should be managed within the Organisation.

4a. Duties and responsibilities

he CQC Registered Manager holds overall responsibility for ensuring the development, implementation and operation of this policy regarding complaints. The Registered Manager will also lead and oversee the process of the implementation of this policy, as well as monitoring its compliance and effectiveness.

The CQC Registered Manager will act as the designated complaints manager for the Organisation. he is:

4b. Principles

REBOUND PHYSIOTHERAPY SERVICES LTD will:

If a complaint is made orally and is resolved to the complainant’s satisfaction within 24 hours, it need not be responded to formally.

5. Procedures

5.1. Period within which complaints can be made

The period for making a complaint is normally:

The Organisation has discretion to vary this time limit if appropriate. i.e. where there is good reason for not making the complaint sooner, or where it is still possible to properly investigate the complaint despite extended delay.

When considering an extension to the time limit it is important that the CQC Registered Manager takes into consideration that the passage of time may prevent an accurate recollection of events by the clinician concerned or by the person bringing the complaint. The collection of evidence, clinical guidelines or other resources relating to the time when the complaint event arose may also be difficult to establish or obtain. These factors may be considered as suitable reason for declining a time limit extension.

5.2. Action upon receipt of a complaint

Complaints may be received either verbally or in writing and must be forwarded to the CQC Registered Manager, who must:

Acknowledge the complaint within 3 working days verbally or in writing and at the same time,

5.3 Complaints Action Plan

If the complainant does not accept the offer of a verbal discussion in an effort to resolve matters, the CQC Registered Manager or someone designated to act on his behalf will notify the complainant in writing of the time period within which it is intended to respond to the complaint.

If a clear plan and a realistic outcome can be agreed with the complainant from the start, the issue is more likely to be resolved satisfactorily. Having a plan will help the Organisation to respond appropriately. It also gives the person who is complaining more confidence that the Organisation is taking their concerns seriously.

If someone makes a complaint, the person making the complaint will want to know what is being done and when. However, accurately gauging how long an issue may take to resolve can be difficult, especially if it is a complex matter involving more than one person or organisation. To help judge how long a complaint might take to resolve, it is important to:

It is good practice to review any case lasting more than six months, to ensure everything is being done to resolve it.

5.4. Investigation and Responses to Complaints

During the investigation, the complainant will be kept informed of progress either verbally or in writing as agreed with the complainant.

The target date for responding to a written complaint is 28 days.

The response must be signed by the CQC Registered Manager and include:

5.5. Escalation Of Complaint

The following routes will be open to patients in the event that a complaint cannot be satisfactorily resolved direct with the Organisation.

i) NHS Patients can contact the Health Service Ombudsman in the following ways.

• By phoning: 0345 015 4033 (textphone: 0300 061 4298 for people who are deaf or have problems using a standard phone).
• By sending an email to: phso.enquiries@ombudsman.org.uk
• By texting ‘call back’, with your name and mobile number to: 07624 813 005. Someone will then call you.
• By writing to: Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4Q

ii) NHS patients can refer the matter to the local Commissioning Body (e.g. Clinical Commissioning Group) or the Department Of Health/Secretary Of State For Health.

iii) Seeking assistance from the Patients Association: This is a national health care charity that highlights patients’ concerns and needs. It provides advice aimed at helping people to get the best out of their health care and tells patients where they can get more information and advice. Contact the Patients Association’s helpline on 0845 608 4455 or visit: www.patients-association.org.uk.

iv) Raising the matter with the Care Quality Commission.

• Call us on: 03000 616161
• Email us at: enquiries@cqc.org.uk
• Look at our website at: www.cqc.org.uk
  
   

v) Contact the Independent Healthcare Advisory Services (IHAS): IHAS is an organisation that represents many independent health care organisations. It has a code of practice for its members on dealing with patients’ complaints, and it can look into your complaint if you are unhappy with the response you have received from a service. For their contact details, visit their website at www.independenthealthcare.org.uk

vi) Contact the Citizens Advice Service: Citizens Advice provides free, confidential and independent advice from over 3,000 locations, including in their bureaux, GP surgeries, hospitals, colleges, prisons and courts. Advice is available face-to-face and by phone.