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Paragraph 22 Complaints procedure

Changes not yet applied. Later legislation changes this provision in ways not yet written into the text below:

(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 and that procedure shall comply with the requirements of paragraphs 23, 25 and 27.

(2)

The contractor shall take reasonable steps to ensure that patients are aware of—

(a)

the complaints procedure;

(b)

the role of the PCT and other bodies in relation to complaints about services under the contract; and

(c)

their right to assistance with any complaint from independent advocacy services provided under section 248 (independent advocacy services).

(3)

The contractor shall take reasonable steps to ensure that the complaints procedure is accessible to all patients.