Hospital Cfo Job Description
Your Right To Complain To A Hospital.
The NHS Constitution provides you with a right to complain for treatment youhave received or been refused and to receive a full and prompt reply to yourcomplaint.
You have the right to:
* Have a complaint dealt with efficiently and have it properlyinvestigated;
* Know the outcome of any investigation into the complaint’;
* Take your complaint to the independent Parliarmentary and Health ServiceOmbudsman if you are not satisfied with the way the NHS has dealt with yourcomplaint;
* Make a claim for judicial review if you think you have been directlyaffected by an unlawful act or decision of an NHS body, and;
* Receive compensation where you have been harmed.
How To Raise A Hospital Complaint.
When making a complaint, the nature of your complaint will differ dependingon your current position (i.e. whether you are in hospital or whether you havebeen discharged). We will look at each of these in turn.
Procedure For Patients Still In Hospital (informal complaint).
If you are still in hospital and wish to make a complaint, you should ask tospeak to the Consultant in charge of your care. You must ensure that theConsultant understands that you are making a formal complaint and that you areexpecting him to provide you with answers to your complaint. If the Consultantfails to look into the matter, or does not take you seriously, or investigatesbut does not provide you with a sufficient response, you should make acomplaint to the hospital complaints manager following the Local ResolutionComplaints Procedure below.
Local Resolution Hospital Complaints Procedure.
If you have received treatment (or believe that you should have receivedtreatment when you did not) then you need to make your complaint to thehospital, general practitioner or other treatment provider in question. Youneed to request the hospital complaints procedure (each hospital will have one)so that you can discover the correct procedure to follow for the hospital inquestion.
This will usually involve you raising your complaint (orally or in writing)and the hospital investigating it and sending a reply to you. You may be askedto attend a meeting to discuss your complaint. Once the hospital hasinvestigated it they will provide you with a full response to your complaint.For many people this is satisfactory, however, for those that have suffered aserious injury they are more likely to want to take the matter further.
Help With Your Complaint.
You can seek assistance or advice from the Patient Advice and LiaisonService (PALS) that are located in each hospital, but they cannot raise yourcomplaint for you. Alternatively you can ask your local Independent ComplaintsAdvocacy Service (ICAS) for advice and support.
Time Limit For Local Resolution Complaints.
You should raise the complaint within 12 months of the treatment (or lack oftreatment) although this can be extended by the hospital in question. It issensible to raise the matter as soon as possible.
Not Satisfied With Local Resolution Complaint?
If the Local Resolution Hospital Complaints Procedure has not provided youwith a satisfactory response you can ask for a review by the Parliamentary andHealth Service Ombudsman (PHSO). You can only refer the matter to PHSO if youhave raised a complaint with your GP or Hospital and received a full responseto your complaint. If this has happened, then the PHSO can provide you with aform to complete to raise your complaint with them.
Medical Negligence Claim.
Once you have been through the complaints procedure, if you believe youstill have a claim for medical negligence you should seek expert help from aspecialist medical negligence solicitor. They will review all of theinformation that you have obtained and advise you whether you can make a claimfor compensation and advise you of the likely prospects of success.