If you are unhappy with the treatment or service you have received from Connect, you are entitled to make a complaint, have it considered and receive a response in writing. This leaflet describes Connect’s complaints procedure, which is in line with the NHS complaints procedure.
Connect provide a range of services to the NHS, employers and the public, all of whom are included within this procedure.
Connect’s Principles for Managing Complaints
- Connect aims to resolve complaints as quickly as possible, particularly through an immediate informal (verbal) response by front line staff
- Connect will ensure that all complaints are handled promptly, openly and thoroughly
- Connect’s complaints procedure will be fair to the complainant and Connect staff
- Connect will ensure the process is supportive and without blame, leading to improvement in standards of service delivery, patient safety and care
- Connect will carry out a full investigation which is focused on resolution being open and honest with all complainants
- If resolution cannot be reached at local level, Connect will inform the complainant of how they can escalate their complaint or obtain an independent review of their complaint (if appropriate)
Who Can Complain?
A complaint can be made by a patient, a carer responsible for a patient or persons affected or likely to be affected by the actions or decision of Connect or its practitioners. A complaint made by someone acting on behalf of the patient, must have the patient’s consent to do so.
To Whom Should I Raise My Concern/Complaint Initially?
The first stage of our Concern & Complaints Procedure is ‘Local Resolution’. This applies principally where a ‘concern’ (usually made verbally in the first instance), is shared with a member of staff at Connect. This could be to one of our Patient Care Advisers over the phone, to the individual practitioner who provided the service, or alternatively to the Connect Manager of that service.
‘Local resolution’ aims to resolve concerns and complaints quickly as close to the source of the complaint as possible, and, if possible, without the need to make a more formal complaint. In our experience, most complaints are due to simple areas of misunderstanding or unforeseen minor errors. In both instances, verbal dialogue, an explanation and if necessary an apology, is all that is required.
How Do I Make a Formal Complaint?
If local resolution has not been successful, your concerns have not been addressed or if you feel your complaint is of such significance that it requires escalating to a higher authority, you will need to put your complaint formally in writing (by post, email, or via our website), This should be directed to the local Manager responsible for the service you received, or to Connect’s Head Office for the attention of our Complaints Coordinator (see below).
Please be aware that if you make your complaint verbally, a written record will only be made by Connect, at our discretion. If you make a complaint in writing, Connect will ensure it is logged formally and responded to fully, in writing.