Patient Information
The Complaints Process
Making a complaint can be very challenging and navigating the “system”, for those not used to official processes, can seem daunting and that is why your CHIAS member will always try to resolve complaints quickly and informally wherever possible. If you receive a satisfactory response to your complaints as soon as you raise it, it is unlikely that you will need to raise the matter through Tiers 2 or 3 of the complaints process. CHIAS has developed a Patient Information leaflet which explains, in clear language, how to raise a complaint about a CHIAS member or their organisation, using the CHIAS approved Complaints Policy.
The Complaints Handling, Investigation and Appeals Service (CHIAS) is committed to providing an accessible, fair and effective service for people who wish to express their concerns or make a complaints about the care or treatment provided by members and their organisations.
​
Immediate help and advice. If you feel that a member organisation has not met your expectations you may wish to make this known. In the first instance we would advise that you make this know either to the practice administrator or the practitioner who has treated you as they may be able to resolve your concern promptly by discussing it with you.
Making a Complaint
If you wish to make a formal complaint you can do this in several ways:
-
You can make a complaint verbally at the time or after by phone by asking to speak to either the practitioner or a member of staff who can take down the details of your complaint.
-
You can email the details of your complaint to the email address shown on the member’s Complaints Leaflet.
-
You can write giving the details of your complaint to “Complaints” at the address shown on the member’s Complaints Leaflet.
We would like to assure you that
-
Your complaint will be taken seriously and will be investigated fully and fairly.
-
Your treatment or care, or that of your relative, will not be affected because of the complaint and we hope that you will feel able to discuss your experiences openly.
-
If the member’s investigation shows that something has gone wrong they will acknowledge this and you will receive and apology. They will try to rectify the problem and prevent a recurrence.
More Information
If you want make a complaint on behalf of someone other than yourself we will need their consent before we can investigate and respond.
All information about a complaint is kept separate from a patient’s medical records and will be treated confidentially and sensitively.
Complaints must be made within 12 months of the incident or within 12 months of the patient becoming aware of the matter in question.
CHIAS has developed its members complaints handling procedure to ensure that the highest standards are maintained.
Please remember that CHIAS is not able to handle initial complaints about members.
​
All complaints must be addressed first to the member concerned as already explained.
CHIAS can only look at complaints once the internal complaints handling process has been exhausted.