Complaint Handling simplified flowchart Verbal complaints transcribed and

Complaint Handling  simplified flowchart Verbal complaints transcribed and

Complaint Handling simplified flowchart Verbal complaints transcribed and sent for agreement Written complaints acknowledged Complaint received Complaint NOT about Islington CCG Complaint about Islington CCG or Complaint forwarded (with permission) to right organisation Investigation No investigation Immediate/urgent remedial action e.g. for patient safety Outcome to complainant (1) Appeal (go to Investigation stage and repeat once) Complainant dissatisfied Complainant satisfied (2) Refer to guidance for next steps Report and any action plan to EMT END Sept 2013 Patient complaint received regarding Experience with a GP / Dentist / Optician Experience with London Ambulance Service (LAS) Individual Funding Review (IFR)/ complaints regarding

multiple services Experience with NHS 111 Unresolved Complaint with NCL or PCT Call logged, letter of acknowledgment sent and complaints passed to Experience with Royal Free UCLH Whittington Royal Free PALS UCLH PALS NHS England Patient Complaints LAS Complaints NEL CSU NHS 111 Patient complaints NHS England Patient Complaints Response sent directly to Patient Response sent directly to Patient Response sent to ICCG for CO sign off Response sent directly to Patient Response sent directly to Patient Whittington PALS Response sent directly to Patient

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