On 1 April 2009, the long awaited reforms to the NHS complaints process came into force. The new approach amalgamates NHS and adult social care services complaints processes, encourages more effective complaints handling and largely removes the prescription of timescales. The second tier of the current process, referral to the Healthcare Commission, will be removed and cases that cannot be resolved at a local level will be referred for independent review by the Health Service Ombudsman for NHS bodies and the Local Government Ombudsman for adult social care bodies. We have been involved in these reforms from the outset, having responded to the government consultation, so we are in an ideal position to assist with the implementation of these changes and compliance with the new regulations.
Effective management of complaints and implementation of the new regime is key to all NHS organisations’ governance programmes, engaging the community and limiting financial exposure. We regularly advise in relation to responding to complaints and their impact on claims and clinical governance. We also advise on the process of the investigation and liaison with the Health Service Ombudsman where this is necessary.
We are experienced in conducting audits of complaints policies and processes and suggesting improvements to organisations of all sizes and complexity.
At any time NHS organisations will be dealing with habitual and vexatious complainants. We have extensive experience on the management of these individuals to ensure the health and safety of staff (including applying to court for injunctions) but to also ensure compliance with complaints processing duties.