Operational complaints & clinical complaints procedure compliant with NHS Employers Standards for use with supply of Agency Workers.  Updated in line with requirements for the HealthTrust Europe TWSIII tender.

Includes:

• Response times for complaints.
• Operational complaints procedure.
• Clinical complaints procedure.
• Poor performance, confidential references and worker supply.
• Reporting of complaints to professional / regulatory bodies.
• Alert Notices
• Process for escalating a complaints to the Care Inspectorate (Scotland).
• Process for escalating a complaints to the RQIA (Northern Ireland).
• General process for complaints escalation.
• Escalation to the REC.
• Escalation to APSCo.
• Recording, review and analysis of complaints.
• Provision of the complaints policy to clients, candidates and workers.

Last reviewed / updated:  24.01.24

Length of document:  8 pages

If you require further information, please contact Fiona on 01688 400319 or email fiona@bruntonbidwriting.co.uk