Pharmacies to have complaints managers
All community pharmacy and local pharmaceutical services contractors in England will have to appoint complaints managers under a new NHS complaints system. They will also have tell patients who that manager
is and submit annual reports to their primary care trusts and the Commission
for Healthcare Audit and Inspection.
Shortly before Christmas, the Department of Health issued draft regulations
for consultation until the end of March. The proposed regulations will
apply to all NHS contractors and service providers.
The draft regulations mean that dissatisfied patients will be able to
complain about services or treatment up to 12 months after the event.
Complaints can be made verbally or in writing to any member of staff
and will be subject to the regulations unless complainants agree that
simple and quick resolution is possible.
In the absence of such agreement, complaints will have to be logged and
acknowledged in writing by complaints managers within two working days.
Complaints must then be investigated and detailed written responses prepared.
Complainants who are not satisfied with such responses will be able to
ask for investigation by CHAI. The commission will then be able to decide
whether further investigation is necessary, and can carry it out, or
can refer the matter to another body, such as a professional regulatory
authority.
The draft regulations are available here. |
