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Patient Information

Independent healthcare sector complaints management and appeals service

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.

FAQ

What will happen in the complaints process?

If you have a complaint about services provided by CHIAS members, it's initially handled by the member or their organization. So, you'll first reach out to them. CHIAS Member organisation: Tier 1: The first step is to raise your complaint with the member’s organisation. Your complaint will be acknowledged within 2 business days. The aim is to resolve things within 20 business days. If you're not satisfied with the outcome, don't worry, you can escalate it to the next tier. Tier Two: At this stage, a different person within the member's organisation will review your complaint. They'll also aim to resolve things within 20 business days. Still not satisfied? There's one more tier to go. CHIAS Investigation and Appeal: Tier Three: This is the final stage. CHIAS takes over here. CHIAS will assign an Appeal Handler to liaise between you and the member. CHIAS will review everything and make a final adjudication on the complaint.
What information will I have to provide?

When making a complaint, it's helpful to provide as much detail as possible. This includes your contact details, details about the incident, who was involved, any supporting evidence, and what you'd like to see as a resolution.
Are there things that CHIAS cannot help with and where can I go if CHIAS cannot help?

CHIAS complaints handling procedure has specific areas it doesn't cover. If your concern falls into one of these categories, you'll need to approach the appropriate authorities: Unlawful Acts: If your complaint involves any illegal activities, you should refer it to the police. Mental Health Act Queries: These should be directed to system regulators. Compensation or Refunds: If you're seeking monetary compensation or a refund, you'll need to approach the courts. Clinical Negligence: For issues related to medical malpractice or negligence, it's best to consult with a solicitor. Private Medical Insurance Disputes: Disputes related to insurance should be referred to the Financial Ombudsman. Data Protection Breaches: Any concerns about breaches of data protection should be directed to the Information Commissioner (ICO). Professional Standards: If your complaint is about professional standards, you should refer it to the relevant professional regulator, such as the GMC or GDC. Remember, while CHIAS is dedicated to addressing and resolving complaints about its members and their services, there are certain areas outside its purview. Always ensure you're directing your concerns to the appropriate authority for the best resolution! Additionally, if you have questions or need further information about the complaints process or feel that your complaint isn't being managed appropriately, you can always contact CHIAS directly at complaint@chias.org.uk