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15.8.1

a person (who need not be connected with the Contractor  and who, in the case of an individual, may be specified by his job title) to be responsible for the operation of the complaints procedure and the investigation of complaints;  and

15.8.2

a senior person associated with the Contractor to be responsible for the effective management of the complaints procedure and for ensuring that action is taken in the light of the outcome of any investigation.

15.9

All complaints shall be:

15.9.1

either made or recorded in writing,

15.9.2

acknowledged in writing within the period of three (3) working days beginning with the day on which the complaint was made or, where that is not possible, as soon as reasonably practicable; and

15.9.3

properly investigated.

15.10

Within the period of ten (10) working days beginning with the day on which the complaint was received by the person specified under Clause 15.8.1 or, where that is not possible, as soon as reasonably practicable, the complainant shall be given a written summary of the investigation and its conclusions.

15.11

Where the investigation of the complaint requires consideration of the Patient’s medical records, the person specified under Clause 15.8.1 must inform the Patient or person acting on his behalf if the investigation will involve disclosure of information contained in those records to a person other than the Contractor or an employee of the Contractor.

15.12

The Contractor shall keep a record of all complaints and copies of all correspondence relating to complaints, but such records must be kept separate from Patients’ medical records.

Co-operation with Investigations49

15.13

The Contractor shall co-operate with:

15.13.1

any investigation of a complaint in relation to any matter reasonably connected with the provision of the Services by the Contractor undertaken in accordance with directions given under section 17 of the Act by the PCT and the Commission for Healthcare Audit and Inspection;

49 Clauses 15.13 to 15.15 are required by APMS Direction 5(1)(q).   Clause 15.16 and 15.17 are not mandatory.

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