ŠĻą”±į>ž’ /1ž’’’.’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’ģ„ĮM šæ bjbjā=ā= 2€W€W ’’’’’’lØØØØØØØ¼ŚŚŚŚ ę¼—v$  - n<Ø<ŒØØQŒŒŒØØŒŒŹŒV Ŗž|ØØ ą"ŠyæĒ¼Ś$g0—,ź› :R› Œ¼¼ØØØØŁComplaints Procedure The following procedure complies with the National Health Service (Complaints) Regulations that came into force in July 2004. Who can complain? A patient Any person who is or may be affected by the action, omission or decision of the practice If the complaint cannot be made by the individual because the person has died, is a child or is unable by reason of physical or mental incapacity a representative may make the complaint .If the Practice Manager believes the representative to be unsuitable then he must notify that person in writing giving reasons for the decision. The complaint The complaint can be made to any member of staff It can be made in writing, orally or electronically The Practice Manager will make a written record of all complaints and the date they were received. Time Limits The complaint must be made within 6 months of the incident or 6 months since the matter came to the notice of the complainant. Acknowledgement & Record of the Complaint Written complaints will be acknowledged by the Practice Manager within 2 working days Where a complaint is made orally the acknowledgement must include a written summary of the complaint and an invitation for the complainant to sign and return it. A copy of the complaint will be sent to every person identified in the complaint The acknowledgement will include information about the right to assistance from the Independent Complaints Advisory Service. Investigation The Practice Manager will investigate the complaint to the extent necessary to resolve it speedily and efficiently. Conciliation, mediation or other assistance may be used in where the complainant agrees Response The Practice Manager will respond to the complainant in writing within 20 working days or as soon as is reasonably practical after receiving the complaint This response will include; A summary of the complaint A description of the investigation process Conclusions A notice informing the patient of their right to refer the complaint to the Health Care Commission. 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