Regulation 16 Handling complaints
In operating the complaints procedure the registered person must take account of the ascertainable wishes and feelings of, and respect the privacy of, the patient.
When a complaint is made, the registered person must advise the complainant of their right to at any time complain to the registration authority.
The registered person must acknowledge receipt of the complaint within 3 working days of receipt.
Subject to paragraph (5) the registered person must ensure that a written response is sent to the complainant no later than 10 working days after receipt of the complaint.
The period referred to in paragraph (4) may be extended to a specified date upon request by the complainant or with the complainant’s agreement.
Where the period is extended under paragraph (5) otherwise than upon request by the complainant the registered person must review the progress of consideration of the complaint at intervals no longer than every 10 days apart after that agreement and notify the complainant of that progress in writing.
The response must —
summarise the nature and substance of the complaint;
describe the action taken to consider the complaint and summarise the conclusions made;
explain what action, if any, will be taken in the light of the complaint.
Where requested to do so by the registration authority, the registered person must provide the registration authority with a copy of the response sent to the complainant.