Example of a Joint Complaints Procedure

From Hillingdon Local Authority and health economy (GP practice, PCT, NHS trust, Health Authority)

The Procedure

a) When a multi-agency complaint is received by either an NHS agency or the Local Authority, the complaints manager of the receiving authority will

• agree a written statement of grievance with the complainant if this is not already available
• acknowledge the complaint in writing within 2 working days
• send a copy to the other agency’s complaints officer within 2 working days of receipt.

b) Within 5 working days of receipt of the complaint the complaints managers should discuss the most effective way forward, ensuring that the complainant and staff are comfortable with the process being adopted. The method of investigation will take into account the NHS complaints procedures and those adopted by the relevant department of the Local Authority.
Examples are

• sharing a conciliator
• appointing a co-ordinator to oversee and collate all aspects of the complaint investigation
• using the “Independent investigator” approach in the case of a complaint linked with Social Services.

c) The agreed process, with time scales, should be clearly documented for all concerned and agreement reached on sharing any financial resource implications.
d) One of the officers should be nominated to take the lead and be the main point of contact for the complainant during the investigation.
e) Once the findings of the investigation are known relevant senior staff from each organisation involved should

• collectively decide on action as a result of the complaint. One of the main objectives of a complaints investigation is to highlight where services can be improved. Complaints relating to both health and local authority services are likely to identify areas of joint responsibility which need to be discussed and reviewed
• agree the response to accompany the report to the complainant and decide who will sign the letter. It is recommended that in most cases it will be a jointly signed response.

Appeals Process

The response to the complaint should include details of what other options are available if the complainant remains dissatisfied. This must take into account the guidance and legislation relating to both health and Local Authority complaints procedures.