Phoenix Mental Health Services LLP ("Phoenix MHS") is committed to providing safe, effective and compassionate care. We value all feedback, whether it is a compliment, suggestion, concern or complaint, as it helps us continually improve the quality of our services.
We aim to resolve concerns quickly, fairly and openly, ensuring that every complaint is taken seriously, investigated appropriately and used as an opportunity for learning and service improvement.
Our complaints process is designed to be accessible, transparent and proportionate, and reflects the requirements of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, Regulation 16 (Receiving and Acting on Complaints), the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the statutory Duty of Candour where applicable.
Phoenix MHS is supported by the MEDSU Complaints Management Framework (CMF), which provides additional governance support and, where appropriate, access to independent external complaint review.
1: Purpose
The purpose of this policy is to:
- Encourage patients, carers and representatives to provide feedback about our services.
- Ensure complaints are managed fairly, consistently and promptly.
- Promote openness, transparency and the Duty of Candour where appropriate.
- Ensure complaints are investigated objectively and proportionately.
- Learn from complaints and use them to improve patient care and organisational processes.
- Meet our legal, contractual and regulatory responsibilities.
2: Scope
This policy applies to:
- All patients receiving services from Phoenix MHS.
- Relatives, carers or representatives acting on behalf of a patient (with appropriate authority).
- Employees.
- Associates.
- Directors.
- Contractors providing services on behalf of Phoenix MHS.
The policy applies to complaints relating to any service delivered by Phoenix Mental Health Services LLP.
3: Our Commitment
Phoenix MHS is committed to:
- Listening to concerns without prejudice.
- Treating all complainants with dignity and respect.
- Responding promptly and professionally.
- Ensuring that making a complaint does not affect the care a patient receives.
- Maintaining confidentiality throughout the complaints process.
- Learning from complaints to improve our services.
- Ensuring complaints are handled fairly regardless of who is involved.
4. Compliments, Feedback, Concerns and Complaints
We welcome all forms of feedback.
- Compliment: Positive feedback about our services or staff.
- Suggestion: An idea that could help us improve our services.
- Concern: A problem that may be resolved quickly without the need for a formal investigation.
- Complaint: An expression of dissatisfaction requiring investigation and a formal response.
Where possible, concerns will be resolved immediately through discussion.
5. How to Raise a Complaint
Complaints may be made:
- By email
- In writing
- By telephone
- Via our online feedback or complaints form (which you can request)
- In person (by appointment where appropriate)
Where a complaint is made on behalf of a patient, appropriate consent will normally be obtained before confidential information is shared unless another lawful basis applies.
Phoenix MHS will make reasonable adjustments where required to ensure our complaints process is accessible to everyone.
6. Our Complaints Process
Stage 1: Frontline Resolution
Most concerns can be resolved quickly by the member of staff or clinician involved. Where this is not possible, the complaint will be referred to the Practice Manager, Operations Manager or another appropriate senior member of staff for investigation.
We will:
- acknowledge receipt of your complaint within three working days;
- investigate the concerns raised;
- keep you informed if additional time is required; and
- provide a written response explaining our findings and any actions taken.
Where appropriate, we may offer a meeting to discuss the complaint.
Stage 2: Unresolved Complaints
If you remain dissatisfied with the outcome of Stage 1, you may request that the complaint is reviewed. The review will normally be undertaken by a senior member of staff who has not previously been involved in the investigation. Phoenix MHS may utilise documentation, guidance and governance resources provided through the MEDSU Complaints Management Framework (CMF) to support the review process where appropriate.
We aim to complete the review as promptly as possible and will keep you informed throughout the investigation.
Stage 3: Independent External Review
If the complaint remains unresolved after our internal review, Phoenix MHS or the complainant may request an independent external review. Where appropriate, this may be facilitated through the MEDSU Complaints Management Framework or another appropriate independent organisation, in accordance with our service agreement.
Phoenix MHS will advise complainants of the available options and the process for requesting an external review.
7. Duty of Candour
Where a complaint identifies that a notifiable safety incident has occurred, Phoenix MHS will comply with the statutory Duty of Candour.
This includes:
- providing an open and honest explanation;
- offering a sincere apology where appropriate;
- explaining the investigation process; and
- keeping the patient informed throughout.
An apology does not constitute an admission of legal liability.
8. Confidentiality
Complaints will be handled confidentially and separately from the patient's clinical record wherever possible. Information will only be shared with individuals who need access in order to investigate or respond to the complaint. All personal information will be processed in accordance with UK GDPR, the Data Protection Act 2018 and Phoenix MHS's Data Protection Policy.
9. Learning from Complaints
Phoenix MHS views complaints as an opportunity to improve. All complaints are reviewed to identify:
- recurring themes;
- opportunities for service improvement;
- training needs;
- policy changes; and
- quality improvement initiatives.
Learning is shared through Clinical Governance meetings and incorporated into organisational action plans where appropriate.
10. Recording and Monitoring
Phoenix MHS maintains a record of all formal complaints and investigations within the patient's Carebit record, together with any correspondence, actions taken and outcomes. Where appropriate, complaint trends, themes and learning points are reviewed through our Clinical Governance processes to identify opportunities for service improvement.
Phoenix MHS is supported by the MEDSU Complaints Management Framework (CMF). We utilise the CMF resources and templates to support complaint management and undertake periodic internal review of our complaints process. Where appropriate, independent external review may be sought through MEDSU in accordance with our service agreement.
11. Complaints outside the scope of this policy
This policy does not replace statutory processes relating to:
- criminal matters;
- employment disputes;
- professional fitness to practise investigations;
- legal claims or clinical negligence;
- Information Commissioner's Office complaints relating solely to data protection legislation.
Where appropriate, complainants will be directed to the relevant organisation.
12. Responsibilities
All Staff and Associates
- Treat complaints professionally and escalate complaints promptly.
- Cooperate fully with investigations.
Operations Manager
- Oversees complaint management and ensure actions are completed.
Clinical Director
- Provides clinical oversight where required.
- Supports investigations involving clinical care.
Data Protection Officer
- Advises on confidentiality and data protection matters arising from complaints.