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sub-contractor holds adequate insurance against liability arising from negligent performance of such services.

14.5

For the purposes of Clauses 14.2 to 14.4:                      

14.5.1

“insurance” means a contract of insurance or other arrangement made for the purpose of indemnifying the Contractor; and

14.5.2

the Contractor shall be regarded as holding insurance if it is held by an employee of its in connection with clinical services which that employee provides under the contract or, as the case may be, sub-contract.

PART 15 COMPLAINTS  

Complaints Procedure

15.1

The Contractor shall establish and operate a complaints procedure to deal with any complaints in relation to any matter reasonably connected with the provision of services under the Contract.

15.2

The Contractor shall take reasonable steps to ensure that Patients are aware of:

15.2.1

the complaints procedure;

15.2.2

the role of the PCT and other bodies in relation to complaints about services under the Contract, and

15.2.3

the right to assistance with any complaint from independent advocacy services provided under section 19A of the Act.

15.3

The Contractor shall take reasonable steps to ensure that the complaints procedure is accessible to all Patients.

Making of Complaints

15.4

A complaint may be made by or, with his consent, on behalf of a Patient, or former Patient, who is receiving or has received services under the Contract, or

15.4.1

where the Patient is a Child:

(a)

by either parent, or, in the absence of both parents, the guardian or other adult who has care of the child,

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