Complaints, Suggestions and Compliments Policy

Purpose


To maintain an effective system for receiving and utilising compliments and feedback to recognise best practices, strengths, and areas for improvement, while highlighting what Pro UK Health Ltd excels at and gathering suggestions for service enhancements.

To implement an efficient process for managing patient complaints that identifies opportunities for improvement, extracts key lessons, and drives positive change from negative feedback.

To ensure patients understand how to provide suggestions or raise complaints and to encourage staff to actively listen and engage with patients who have concerns. Additionally, to conduct thorough and fair investigations into complaints that address the concerns of the complainant while ensuring fairness to the staff involved.

To meet the legal requirements of the regulated activities that Pro UK Health Ltd is registered to provide:

  • Equality Act 2010
  • The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014
  • Human Rights Act 1998
  • Medical Act 1983
  • Data Protection Act 2018
  • UK GDPR

Scope


The following roles may be affected by this policy:
  • All staff

The following service users may be affected by this policy:
  • Patients

The following stakeholders may be affected by this policy:
  • Family
  • Representatives
  • External health professionals

Objectives


At Pro UK Health Ltd, we are committed to maintaining a transparent and effective system for receiving and responding to patient feedback, including complaints, compliments, and suggestions. Our goal is to ensure that all patients are informed of how their views can be shared, how our procedures work, and why their feedback is essential in maintaining high-quality care and an excellent patient experience.

We are dedicated to:

  • Addressing and resolving all complaints and suggestions promptly and within agreed timescales, ensuring that lessons learned contribute to continuous service improvement.
  • Providing training and support to all team members to effectively handle complaints while ensuring compliance with their professional and regulatory responsibilities.
  • Monitoring and analysing feedback to identify patterns, trends, and areas for improvement, sharing this insight with patients, staff, the clinical pharmacist team, and other stakeholders.
  • Demonstrating tangible improvements in service quality and patient experience based on feedback received.
  • Fostering an open and honest culture where patient input is actively encouraged, valued, and acted upon.

Through this approach, we aim to enhance patient trust, improve service delivery, and uphold our commitment to excellence in healthcare.

Duty of Candour


Openness, transparency, and candour are fundamental values that our organisation upholds. To reinforce this commitment, we have established a dedicated "Duty of Candour" policy, which can be accessed via the admin page of our website. For ease of reference, we have summarised the key principles of openness:

  • Acknowledging, apologising, and providing an explanation when things may have gone wrong.
  • Conducting a thorough investigation into any incident, complaint, or claim.
  • Reassuring patients, their families, and carers that lessons learned will contribute to preventing future incidents or minimising their impact.
  • Providing support to those affected to help them cope with the physical and psychological consequences of the incident.
  • Empowering staff to raise concerns or speak up about inappropriate patient care, safety issues, or fraudulent activity in the workplace.

Complaints


In relation to complaints received, Pro UK Health Ltd will demonstrate that the staff:

  • Understands the importance of handling complaints effectively and in a timely manner, while also acknowledging and acting on feedback received.
  • Ensures that all complaints are directed to the designated complaints manager.
  • Reduces the workload of Pro UK Health Ltd by resolving verbal complaints to the complainant’s satisfaction within 72 hours, thereby avoiding a formal complaints process. As it can be challenging to distinguish between a complaint and a concern, this policy will be applied whenever dissatisfaction is clearly expressed.
  • Acknowledges complaints and offers a discussion regarding the handling of the complaint with the complainant within five working days of receipt.
  • Keeps the complainant informed if there is a delay in responding.
  • Has a functional understanding of complaint management, ensuring that processes are applied fairly and consistently.
  • Considers the quality of care provided by placing themselves in the patient’s position and assessing their expectations of the service.
  • Reviews services and their delivery in response to complaints and feedback received.
  • Implements changes where necessary or appropriate to enhance services and improve the patient experience.
  • Monitors the impact of changes and developments as part of a continuous cycle of improvement.
  • Shares feedback and any service improvements with patients, staff, and other stakeholders.
  • Maintains accurate records and documentation for all complaints and feedback.
  • Provides patients with access to information on how to make a complaint, the complaints process, and expected timescales via the website.
  • Understands statutory obligations regarding the Duty of Candour and adheres to the agreed policy and procedures.

Compliments, Suggestions and Feedback


Pro UK Health Ltd is committed to delivering effective and responsive services that meet the needs of patients and other users. To achieve this, the organisation actively encourages and welcomes feedback from patients regarding their experiences and the quality of care provided.

Pro UK Health Ltd will make every effort to:

  • Identify areas of good practice, strengths, and what the organisation excels at.
  • Recognise areas for improvement, learn from experiences, and implement necessary changes.
  • Show that patient concerns and feedback are valued by making meaningful improvements based on the input received.
  • Both formal and informal feedback, including compliments, suggestions, and concerns, will be carefully considered. A record of all feedback, along with the complaints register, will be maintained and reviewed regularly at clinical meetings, as well as during routine and annual complaints reviews.

The team at Pro UK Health Ltd will analyse all feedback received and provide appropriate responses to individuals. Where relevant, updates on improvements and planned developments will be shared with the wider patient and stakeholder community through the organisation’s established communication channels.

Confidentiality


Access to a patient’s personal information should be restricted to those directly involved in investigating a complaint. If a staff member is required to provide a statement as part of an investigation, they should only be given access to the specific information necessary to support the process. Complaints should be disclosed solely to those responsible for responding to or investigating the matter, strictly on a “need-to-know” basis.

To avoid conflicts of interest, investigators must declare any personal or professional relationship with the complainant or patient. If a conflict is identified, a different investigator will be assigned to ensure impartiality.

If a staff member has a personal or professional connection to the complainant or patient, they must not be involved in handling the complaint. In such instances, an independent investigator from a partner organisation will be appointed to manage the complaint on behalf of Pro UK Health Ltd.

All staff must comply with Data Protection Legislation. Any correspondence related to concerns or complaints must be stored separately from patient records, whether in paper or electronic format, to uphold confidentiality and legal requirements.

Obtaining Consent


A patient’s express consent is not required to use their personal information when investigating a complaint, except when seeking input from another organisation. In such cases, written consent must be requested and obtained before proceeding.

If the complainant is not the patient and the complaint concerns the patient’s treatment, the patient’s consent will be required. If the patient lacks the capacity to provide consent, the complaint should, where possible, be made by their legally recognised representative, such as a lasting power of attorney for welfare or a court-appointed deputy. In all cases, the complaint will be investigated in accordance with the complaints process, ensuring the patient’s best interests are upheld.

When a complaint is made on behalf of a patient without their consent, personal health information or identifiable patient details must not be disclosed. If the complaint relates to a deceased patient, proof of identity, such as confirmation of next of kin or legal representation, will be required.

Procedures


Summary of the Complaints Process

  • When a staff member receives a complaint, they will attempt to resolve the issue immediately or within 72 hours to the complainant’s satisfaction if it falls within their role and responsibilities. If not, they will refer it to a colleague or senior staff member.
  • Staff will explain the complaints process as outlined in the procedure and provide the complainant with a link to the relevant section of the website.
  • The complaint will be reported to the appropriate team, where it will be assessed for further action and logged.
  • If the complaint is successfully resolved within 72 hours to the complainant’s satisfaction, it will not require a formal complaints process.
  • If the complaint cannot be resolved within 72 hours, it will be recorded as a formal complaint. If the complainant is not the patient, the patient’s consent must be obtained before proceeding with the investigation.
  • Acknowledgment of the complaint will be sent to the complainant in writing within five working days, confirming the details of the complaint and the commencement of an investigation.
  • Where appropriate, a discussion will be held with the complainant to understand their expectations and preferred outcomes. Every effort will be made to address their concerns in line with these expectations, depending on the nature of the complaint. An action plan and timescale will be agreed upon, along with the complainant’s preferred method of communication.
  • The complaint will then be fully investigated, and the complainant will receive a response as outlined in the agreed plan. A meeting will be offered if necessary and appropriate.

Receiving a Complaint


A complaint may be submitted verbally or in writing and can be made by:

  • An individual acting on behalf of a patient with their written consent, such as a relative or advocate.
  • An individual acting on behalf of a patient who is unable to represent their own interests, provided this does not conflict with the patient’s right to confidentiality or any previously expressed wishes.

Once a complaint is received, it will be handled through the formal process. Pro UK Health Ltd will acknowledge receipt in writing within five working days.

The acknowledgment does not need to address the specific details of the complaint but will confirm receipt and reassure the complainant that an investigation will take place.

To ensure a structured and efficient process, Pro UK Health Ltd will establish a clear plan and direction for the investigation at an early stage, benefiting all parties involved.

Investigating Complaints


Before initiating an investigation, Pro UK Health Ltd will assess the seriousness of the complaint. If a complainant decides not to pursue the issue, Pro UK Health Ltd will still investigate to identify the root cause and use the findings as part of its ongoing learning and improvement process to enhance service quality.

The complainant may be invited to discuss their concerns, either online or over the telephone if appropriate. It is important to establish, as early as possible, what outcome the complainant expects and to provide clarity on whether this expectation is realistic and achievable.

Pro UK Health Ltd is committed to supporting all staff involved in the complaints process. Complaints may be raised by patients or by individuals who are affected, or likely to be affected, by the actions, omissions, or decisions of the responsible body. Given this broad scope, there is a risk of vexatious complaints. In such instances, Pro UK Health Ltd reserves the right to reject the complaint and will provide the complainant with written confirmation of the rejection along with the reasons.

If Pro UK Health Ltd encounters challenges in handling a complaint, it may seek guidance and support from its medical insurance provider.

Complaints managers may assist staff by:

  • Offering advice and guidance in managing difficult situations.
  • Assisting with the wording of letters and patient information.
  • Collecting patient feedback on specific practice issues.
  • Providing patient-focused and customer care training.
  • Acting as an impartial mediator to facilitate resolution.

Incidents


If a complaint is deemed a Serious or High-Risk Incident, the incident investigation procedure will take precedence. The complaint response will be included within the Terms of Reference for the incident investigation to ensure a streamlined process and avoid duplication.

In cases involving legal claims, complaint-related correspondence and incident reports will not be considered legally privileged by the courts. This means that any documents generated during the complaint investigation, including staff statements and related materials, may be subject to disclosure if a negligence claim is later filed.

Anonymous Complaints


Anonymous complaints submitted through platforms such as Trustpilot or the Pro UK Health Ltd website will be investigated following the same process as named complaints. Each complaint will be logged, and any required corrective actions will be implemented and documented. Where appropriate, a response will be provided publicly in reply to the original complaint on the respective platform.

The Complaints Register

A detailed record will be kept for each complaint received, including the following information:

  • A summary of the complaint, including the subject matter, date of receipt, and method of submission.
  • The date and method of acknowledgement.
  • Notes from any meetings with the complainant, where possible, countersigned by them.
  • Justification for any delays where the investigation exceeds the agreed response timeframe, along with evidence of ongoing communication with the complainant regarding the delay.
  • The date the response email was sent to the complainant.
  • Dates when the complaint was discussed in internal Pro UK Health Ltd meetings.
  • Any changes or improvements made as a result of the complaint investigation, including how and when these were communicated.
  • Key learnings from the complaint to enhance service quality.
  • Dates of formal complaints reviews.

For complaints received via telephone, the log will include the date, time, and details of the conversation.

To ensure confidentiality, any complaints shared for learning and development purposes will be fully anonymised, with all identifiable patient information and complainant details removed.

Time Limits for Submitting a Complaint


A complaint may be made regarding any aspect of care provided, provided that:

  • The complainant has received or is currently receiving services from our organisation.
  • The complainant is affected or likely to be affected by an action, omission, or decision made by the organisation.

Complaints should be submitted within 12 months of the event occurring or within 12 months of the complainant becoming aware of the issue. However, this time frame may be extended if:

  • A fair and effective investigation is still possible.
  • There are valid reasons for the delay, such as long-term illness, language barriers, or other equality and diversity considerations.

Complaints About Locums, Agency or Temporary Staff


Pro UK Health Ltd will obtain consent from locum Pharmacist Prescribers and other temporary staff to engage in the complaints process if required, acknowledging that complaints may arise after their tenure has ended.

All locum, temporary, and permanent staff involved in the complaints process will be given equal opportunity to respond, ensuring a fair and consistent approach across all roles.

Complaints Files and Records


A dedicated file will be maintained for complaint records and correspondence, ensuring they are not included in a Patient’s electronic record or that of a complainant who is a registered Patient of Pro UK Health Ltd.

Complaints resolved through the formal complaints procedure will be securely retained for 10 years, in line with the retention period for litigation cases.

Pro UK Health Ltd will fully comply with Data Protection legislation and General Data Protection Regulations (GDPR) in the handling, recording, storage, and archiving of complaints.

Suggestions


Patients and service users can provide suggestions verbally or in writing through any of Pro UK Health Ltd’s feedback and communication channels. These suggestions are often aimed at improving services, addressing needs, or adapting to changing trends.

Although suggestions are not considered complaints, they will be documented, reviewed, and acted upon where appropriate to prevent potential future complaints on the same issue. Suggestions will be handled similarly to other forms of feedback and informal complaints and will be included in reports discussed during relevant meetings.

Compliments


Receiving compliments, whether through formal feedback channels or voluntary submissions, is an opportunity to recognize and celebrate excellent service. Pro UK Health Ltd will:

  • Share all compliments with the team, either formally or informally, to acknowledge and reinforce good practice.
  • Ensure compliments are anonymized unless explicit permission is obtained from the patient or their representative before publication, display, or sharing through company communication channels.
  • Log compliments in the company register alongside complaints and other feedback to maintain a comprehensive record.
  • Record and share verbal positive feedback from patients and service users. If appropriate, patients or their representatives may be asked for consent to share their compliments either named or anonymously.
  • Include compliments, alongside complaints, suggestions, and other feedback, as a regular agenda item in relevant meetings to support ongoing service improvement.

Audit and Evaluation


Pro UK Health Ltd will systematically track, assess, and analyze all complaints and feedback as part of its ongoing commitment to quality improvement. This process helps evaluate performance, effectiveness, safety, and emerging trends, ensuring that feedback leads to meaningful enhancements in service delivery.

Pro UK Health Ltd will:


  • Regularly review complaints, compliments, and feedback, integrating findings into team discussions and decision-making.
  • Share key themes and trends with staff and relevant external stakeholders to foster best practices and continuous service improvement.
  • Provide comprehensive training to staff on handling complaints, compliments, and feedback, ensuring they can accurately inform and assist individuals throughout the process.

Review Procedure

This policy should be reviewed regularly, at least every two years, or sooner due to a legislative change or if an incident occurs which may potentially have led to a compromise of patient or staff safety.

Each policy must specify the Clinical Lead who created or amended the procedure, the date of preparation and the date it is due for review. Separate versions of the old and new policies should be referenced and retained. Any changes in policies should be brought to the attention of relevant staff.

Date of Preparation:

01/04/21

Prepared & Reviewed by:

Ashraf Zaman, Chief Pharmacist & Clinical Lead

Dr Ali Ahmed-Shuaib. Chief Medical Officer

Nozmul Hussain, Head of Operations

Version:

2.1

Date Effective from:

01/01/25

Date of Review:

01/01/26

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