Complaints Stage 1

By carol.hallesy | Updated: Jan. 28, 2025, 3:25 p.m.

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Stage 1 complaints
Early resolution stage
What is a complaint?
"An expression of dissatisfaction by one or more members of the public about the organisation's action or lack of action about the standard of service provided by or on behalf of the organisation"
Complaints Handling Procedure or CHP
In NHS Lanarkshire
Fair
Open
Honest
Feedback
The NHS Model Complaints Handling Procedure
Stage 1:
Early resolution
Stage 2: Investigation
Stage 3: Independent external review
What can be handled at Stage 1?
Quickly
Apology
Taking action
All staff can deal with a Stage 1 complaint
What are the timescales for responding?
Earliest opportunity
Within 5 working days
Extend to 10 working days in exceptional circumstances
When should a complaint be escalated to Stage 2?
Unable to respond within 10 working days
2. If person unhappy with response in Stage 1
3. Complex and require investigation
When is consent needed?
I give consent
The 3 step resolution focused approach
Establish the complaint
2. Ensure a resolution focused response
3. Record the complaint
To establish the complaint
   Make sure you understand the complaint
To ensure a resolution focused response
   Ask the person how they want problem resolved
2.   Let them know point of contact
Ask open questions
Listen
3.   Respond appropriately
Think about the language you use
"If it would help, I can arrange for the nurse to phone you back to discuss this further"
"We should have phoned you yesterday as soon as we realised the clinic was being cancelled"
"I'm sorry we have made you feel like this"
"Yes, but"
"To be honest"
"Leave it with me"
Phrases to avoid
Record the complaint
Complete an Early Resolution Complaint Form
Support for you
Pastoral Care Team

24 hour Staff Care and Wellbeing helpline:

01698 752000

staffcare@lanarkshire.scot.nhs.uk
Contact details
Patient Affairs Team:

patientaffairs@lanarkshire.scot.nhs.uk

01698 752800

Complaints Stage 1

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