Complaints procedure

This procedure is established for the purpose of considering complaints made to the registered person by a service user or a person acting on behalf of the service user.
A written copy of the complaints procedure will be provided to every service user and, upon request, to any person acting on behalf of a service user.
Every complaint made under this procedure will be fully investigated.
The DHSSPSNI guidance on “Complaints in Health and Social Care, Standards and Guidelines for Resolution and Learning” (2009) are invoked and adhered to for complaints raised.
All complaints should be raised with the Registered Manager detailing the issue, previous attempts to resolve by informal means and contact details (email address and phone number) in writing, either via email (knapton@directmedics.com) or via letter to Mrs Jean Knapton, Nurse Manager, Direct Medics Ltd. 33A Stockmans Way, Belfast BT9 7ET.
Complaints will be logged, and the complainant will receive acknowledgement or receipt of the complaint within 14 working days, this may be by telephone or in writing;
The complainant may be contacted to clarify the detail of the complaint. Direct Medics Ltd will follow up any conversation in writing.
Throughout the investigation, any information about the complainant is kept confidential and steps will then be taken, where possible, to prevent a reoccurrence of the complaint.
Direct Medics Ltd. Will maintain a record of each complaint, including details of the investigation made, the outcome and any action taken in consequence. The requirements of regulation 18 shall apply to that record.
Within the period of 28 days beginning on and including the date on which the complaint is made, or such shorter period as may be reasonable in the circumstances, the complainant will be informed of the action (if any) that is to be taken in response.
The Registered Manager will seek agreement that the complaint has been resolved to the complainant’s satisfaction
Following the conclusion of the Registered Manager’s investigation, should the complainant remain unsatisfied the Registered Manger will seek to agree further action to resolve the complaint. If no such action can be agreed, the complaint will be referred to the Managing Director, who will provide a final company response within seven working days.
Where a complaint relates to a failure by Direct Medics Ltd. to comply with the statutory regulations service users can contact RQIA via telephone (028 9536 1111) or letter at RQIA, James House, 2-4 Cromac Avenue, Belfast, BT7 2JA.
RQIA is a non-governmental public body, established under the Health and Personal Social Services (Quality, Improvement and Regulation) (Northern Ireland) Order 2003. RQIA is charged with providing independent assurances about the quality, safety and availability of health and social care services provided by independent and statutory bodies in Northern Ireland. The role of RQIA is to assure the quality of services provided by the company, to ensure that every aspect of care reaches the standards laid down by the Department of Health, Social Services and Public Safety and expected by the public.
At any point through this process, should a service user require it an independent advocacy services may be engaged with in an attempt to resolve outstanding issues fairly. If required assistance will be provided to any service users requiring help to access the support needed need to articulate concerns and successfully navigate the system.
The company keeps records of all complaints and including details of all communications with complainants, the results of any investigations and the action taken. When required, a summary of all complaints, outcomes and actions taken is made available to the Regulation and Quality Improvement Authority.
Where a complaint relates to an Adult Safeguarding concern , DHSSPS guidance, regional protocols and procedures issued by HSC Trusts are adhered to, including “Adult Safeguarding: Prevention and Protection in Partnership” (2015); and “Protocol for Joint Investigation of Adult Safeguarding Cases” (NIASP 2016)
Direct Medics Ltd. Will co-operate with any complaints investigation carried out by the HSC Trust, the Regulation and Quality Improvement Authority or the Northern Ireland Public Services Ombudsman (NIPSO).
The complainant has the right to approach the Northern Ireland Public Services Ombudsman (NIPSO) if they remain dissatisfied with the outcome of the relevant complaints procedure above (Northern Ireland Public Services Ombudsman, Progressive House, 33 Wellington Place, Belfast, BT1 6HN; Tel: 02890 233821; email: nipso@nipso.org.uk).
In the event that a complaint about the company comes from a child, the complaint will be dealt with in accordance with The Representations Procedure (Children) Regulations (NI) 1996. These Regulations set out the procedures to be used by HSS Trusts in dealing with complaints and representations about the way they are carrying out their functions under Part IV of the Children Order (services to support children and their families).
The registered person shall ensure that any evidence of misconduct by a nurse is reported promptly and in writing to the Nursing and Midwifery Council. Where referral to the Nursing and Midwifery council is made, the registered person will ensure that RQIA is informed as to the referral.