Provider Information
Benefits of Using the CHIAS Service for Members
CHIAS's complaints handling procedure offers a structured and transparent approach for addressing concerns related to services provided by its members. Here are some benefits for members:
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Structured Process: CHIAS provides a clear three-tiered process, ensuring that complaints are handled at various levels, from the member's organisation to CHIAS itself.
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Professionalism: The procedure ensures that all complaints are treated with the utmost professionalism, maintaining the reputation of CHIAS and its members.
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Training Opportunities: Feedback from complaints can be used for training or quality improvement, helping members enhance their services and professionalism.
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Transparency: The detailed procedure ensures that both patients and members are aware of the steps involved, fostering trust and understanding.
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Confidentiality: All complaints and related information are treated with strict confidentiality, ensuring the privacy of both the complainant and the member.
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Support: CHIAS provides a detailed complaints handling policy and procedure together with templates for letters or emails to assist in dealing with complaints in accordance with the policy. In addition, CHIAS provides online training modules for staff handling complaints to ensure that they know how to handle complaints fairly and effectively.
FAQs for prospective Members
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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.
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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.
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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
These FAQs provide a quick overview based on the CHIAS Complaints Handling Procedure. If you have further questions, they can always reach out to CHIAS directly for more information.