Orion views complaints as a way of reviewing aspects of their service and making any necessary changes that will assist them in maintaining the high standard of quality they aim to provide. The process of resolving complaints should be clear and comprehensive to all service users and ORION staff to facilitate a speedy resolution in the interests of both parties and results in improved working relations.
COMPLAINTS PROCEDURE
If you have a complaint please contact the Operations Director at:
Suite 7 Phoenix House
Christopher Martin Road
Basildon
Essex
SS14 3EZ
E: heidi@orion-locums.com or phone on 0845 8888312.
ORION’s GUIDING PRINCPLES ON COMPLAINTS
- Because we are human it is acknowledged that anyone can make a mistake. However, anyone using a service has the right to make a complaint that is fully investigated. These mistakes can sometimes arise due to a misunderstanding or a lack of proper guidance from their employer - or in Agency Workers – from poor/inadequate induction into a new placement
- The way an organisation deals with complaints reflects the importance it places on quality
- A quick response to a complaint is important to facilitate a return to the ‘status quo’ of all Orion agency workers being accepted for any appropriate placement anywhere in relation to the service requirement
- The procedure that follows on from a complaint should be comprehensive, easy to implement and each stage completed within the time scale set. If this is not possible the reason(s) will be documented
- One person is delegated to be responsible to the Managing Director for ensuring that complaints are dealt with properly and will be responsible for signing off all final responses
- In keeping with human rights, if a complaint is made, the individual being complained about has the right to know who has made the complaint and for their response to be considered in reaching a fair conclusion of what happened. Their professional status is at risk if this is not followed
WHAT IS A COMPLAINT?
A complaint is when someone is dissatisfied with the standard of service they have received from a provider they are contracted with. This can apply to all Orion locums, service users, clients, agency workers and Orion employees.
DEFINING A COMPLAINT
- Informal Complaints are often the result of misunderstanding by either party and can usually be resolved when understanding is achieved and agreement reached. If no resolution is achieved, the complainant will be asked to put their complaint in writing in order that a formal investigation can be undertaken.
- Formal Complaints are when the matter cannot be resolved without proper investigation that requires written statements and answers to questions asked of both parties.
- Serious Complaints are when the allegation is so serious that it goes straight to the formal stage. Serious complaints can include - Physical abuse / sexual abuse / financials misdemeanours / professional negligence / criminal activities. In these cases, the complaint would be referred to the police and/or relevant professional body for decision on what action ORION will take in the investigation.
WHO IS RESPONSIBLE FOR DEALING WITH COMPLAINTS?
The Managing Director has delegated authority to the Clinical Director to deal with all complaints made to their organisation. The Clinical Director may assign aspects of the investigating process to appropriate personnel to ensure a comprehensive investigation that will result in the best outcome. The Clinical Director will maintain a central record (book) of all complaints made to Orion Locums Ltd. All outcomes will be recorded.
WHO CAN MAKE A COMPLAINT?
- Anyone who receives a service from Orion
- Anyone, on behalf of someone receiving a service from Orion
- Members of the public
- MP’s or Counsellors
- An Employee
RESPONDING TO COMPLAINTS
Complaints cause worry and concern for all parties concerned and they want it resolved quickly. Orion Locums Limited has kept this as a guiding principle in devising it’s Complaints Policy & Procedure.
APPEALS PROCESS
Even after an extensive investigation, the complainant may not be satisfied with the final decision. In this instance, they have the right to ask for an independent enquiry and Orion should offer any assistance necessary to do this and providing them with the appropriate contact address.
PROCEDURE TO BE FOLLOWED FOR INVESTIGATING COMPLAINTS:
NB. Orion Locums aims to complete all investigations of a complaint within 20 working days. If a review of the final decision is requested, the outcome of this review will take a further 10 working days. However, this time span is dependent on the collaboration of all persons involved in providing information requested of them as quickly as possible.
A. WHEN ANY COMPLAINT IS RECEIVED IT IS TO BE ENTERED IN THE ‘COMPLAINTS LOG BOOK’
Timespan: Immediately
B. INFORMAL/MINOR COMPLAINT
Orion Locums will endeavour to contact the person complained about immediately to provide a solution or agree a course of action to resolve the complaint immediately. A record of the complaint and the action taken to resolve it to be recorded on Informal/Minor Complaint Form and sent to the Clinical Director. If the matter cannot be resolved the reasons to be documented and the matter referred to Clinical Director for action.
Timespan: Within 24 hours
C. FORMAL COMPLAINT (written/serious)
ORION staff member receiving complaint will complete Formal Complaints Form and give it to the Clinical Director with any other written information from the complainant attached.
NB. If the complaint is of a criminal nature it will be reported to the police for their investigation. If it constitutes professional misconduct it will be reported to the relevant professional body for them to decide on the investigation process. The relevant body will be given the details of the complaint and the locum will be informed of the complaint and that they are suspended from working for ORION LOCUMS until the investigation is completed and the Clinical Director is informed of the findings of the investigating body. A meeting will be arranged with the Locum to discuss the findings and the way forward.
Timespan: Immediately
D. INVESTIGATING FORMAL COMPLAINT
Stage 1:
Person complained about contacted by Clinical Director and told of the complaint and what their working status is until complaint resolved - also, who will be undertaking an investigation. They will be given the name of a person who will act as their ‘mentor’ who is not involved in the investigation and they can contact for support. Operations Director to be told of any suspension/placement bans during period of investigation.
Timespan: Within 3 working days of receiving complaint.
Stage 2:
The Clinical Director will write to the complainant confirming receipt of their complaint and what action Orion is taking to investigate it which will include the name of the Lead Investigator appointed to undertake the investigation and to whom they may refer about anything to do with the complaint.
Timespan: Within 3 working days of receiving complaint.
Stage 3:
Lead Investigator Will:
- Obtain a written signed statement of allegation/s from the person making the complaint. In the event of this not being forthcoming, a dictation of the complaint will be obtained and sent to the complainant for signature and return
- Send person complained about a copy of signed complaint and asked for a written response in enclosed SAE or by FAX
- Consult anyone else who may be able to provide relevant information
- Collate all information and invite both parties to attend a meeting in an attempt to resolve issues leading to complaint and/or agree solutions for the future
- If either party does not attend, a separate meeting will be offered
- Write a full report of the outcome of their investigations and discuss the conclusions with Clinical Director
- Write a detailed response informing all parties of our final position on the complaint and explaining our reasons and they will be asked to confirm written agreement
- Inform Clinical Director on receipt
NB. Experience has demonstrated difficulties in getting people together or in getting proper information. This is particularly so in the case of an agency who is dealing with busy people who may live long distances away. If the investigator is being prevented from achieving an outcome of the complaint within the target time, they should discuss it with the Clinical Director to agree a way forward.
Timespan: This whole stage should be completed within 10 working days.
Stage 4:
If Complaint Resolved, Clinical Director will ensure:
- All documentation placed in Locum’s file
- Complaints Book completed
- Any imposed ban on working at site of complaint is lifted
- Operations Director informed of Locum’s work status now
- Managing Director informed of outcome
Timespan: Within 2 working days of receiving written agreement from complainant that they are satisfied.
Stage 5:
If Complainant is still not satisfied, Lead Investigator will:
Advise them they can write to Clinical Director who will review the decision. If the Clinical Director has undertaken the investigation, the appeal should be addressed to the Managing Director.
Timespan: Within 2 working days of receiving request.
Stage 6:
Outcome of Review:
Clinical Director:
- Writes to the complainant and locum informing them of ORION’s final position on the complaint and give reasons for the decision.
- Includes in letter that if they are still not satisfied they may request an independent enquiry and offer to provide relevant addresses.
- Requests any independent review to be notified to Orion Locums within 5 working days of receipt of Orion’s review findings.
Timespan: Within 10 days of receiving request for review.
Stage 7:
If the Complainant requests an independent review, the Clinical Director will:
- Request a written statement explaining why they are not in agreement with the outcome of the investigation
- Copy to all involved parties
- Advise Managing Director on situation and agree status of locum pending the outcome of the independent review
- Arrange a meeting with locum to ensure they understand the situation and are well informed and have no unanswered questions within Orion’s ability to answer
Should the complainant wish to inform a professional body, the addresses for them are listed below:
NMC
Fitness to Practice Department
23 Portland Place, London W1B 1PZ.
RPSGB
Fitness to Practice and Legal Affairs
Royal Pharmaceutical Society of Great Britain
1 Lambeth High Street, London SE1 7JN
Fax: 020 7572 2510
email: complaintsaboutpharmacists@rpsgb.org
Health Professionals Council
Park House
184 Kennington Park Road
London, SE11 4BU
[t] 44 (0) 20 7840 9814
[f] 44 (0) 20 7582 4874
GMC
Regent's Place,
350 Euston Road,
London NW1 3JN.
0845 357 0022
Outside the UK -
+44 (0)161 923 6402
CQC
Head office
Care Quality Commission
33 Greycoat Street
London
SW1P 2QF
Tel: 020 7979 2000
Fax: 020 7979 2111
CQC
Southend
Kingswood House
Baxter Avenue
Southend
SS2 6BG
Tel: 01702 236010
Fax: 01702 236056