The complaints manager maintains a complaints and patient feedback register (e.g. Save Face portfolio), with records of informal feedback (Suggestions for improvement and patient feedback forms) and formal complaints.
All interactions with the complainant, including verbal, are documented in the patient record.
Personal information in individual complaints is kept confidential and is only made available to those who need it to deal with the complaint.
Complainants are given notice about how their personal information is likely to be used during the investigation of a complaint.
Individual complaints files are kept in a secure filing cabinet in the [complaints manager]’s office and in a restricted access section of the computer system’s file server.
Patients are provided with access to their medical records [in accordance with the confidentiality policy]. Others requesting access to a patients’ medical records as part of resolving a complaint are provided with access only if the patient has provided authorisation [in accordance with the confidentiality policy].