National Complaints Procedure - FOI Response Register

1. Can you please confirm if your health board complies with the attached file (page 16 of the NHS National Complaints Procedure), heading, ‘What if the person raising the issue does not want to complain’, including in relation to psychiatric treatment?

The model Complaint Handling Procedure is clear that if someone expresses dissatisfaction in line with the definition of a complaint but they do not wish to make a complaint, we should explain that the governance around complaint handling is such that it allows us to identify learning and make improvements, and also captures the concern should it need to be raised again.

We do however recognise that there are reasons why people may wish to provide feedback or seek answers about their care without raising a complaint, and in some instances this wish to not complain is exacerbated in a small island community. We are therefore comfortable, where someone is completely clear they do not wish to complain, that we capture the feedback as a concern. Some concerns, depending on their nature, are handled in a similar way to a formal, or Stage 2 complaint, in that we will ask a director to ensure the matter is investigated and we respond, ideally within the same 20 working day deadline as a complaint should be.