1. Introduction


New Alliance Medical Suite (NAMS) is committed to providing high-quality healthcare services. However, if patients, their families, or visitors are dissatisfied with any aspect of our services, we welcome feedback through our complaints procedure. This policy sets out how complaints will be handled in a fair, transparent, and timely manner, ensuring that all concerns are addressed appropriately and lead to continuous service improvements.

  1. Purpose


The purpose of this policy is to:


  • Provide a clear and accessible procedure for patients, their families, and visitors to raise complaints.
  • Ensure that complaints are handled in a consistent, fair, and timely manner.
  • Use complaints as a tool for improving the quality of care and services.
  • Maintain openness and transparency, in line with the Duty of Candour.
  • Comply with relevant legislation and best practice standards for complaint management.
  1. Scope


This policy applies to:


  • Patients, their families, carers, and visitors who wish to make a complaint.
  • All staff working at NAMS, including clinical and non-clinical personnel.


Complaints can relate to any aspect of the services provided by NAMS, including clinical care, administrative services, and patient experience.

  1. Definition of a Complaint


A complaint is an expression of dissatisfaction about any aspect of the services provided by NAMS, whether justified or not, that requires a response.


Complaints can be made verbally, in writing, or electronically, and may be related to:


  • Clinical care or treatment received.
  • Interactions with staff or service providers.
  • Access to services or facilities.
  • Administrative errors or delays.
  • Any other aspect of the patient’s experience at NAMS.
  1. Roles and Responsibilities

5.1. Complaints Manager

The Complaints Manager is responsible for:


  • Managing the complaints process from receipt to resolution.
  • Ensuring that complaints are acknowledged, investigated, and responded to within the agreed timeframes.
  • Ensuring that lessons learned from complaints are shared across the organisation.

5.2. All Staff

All staff at NAMS have a responsibility to:


  • Listen to and take immediate steps to resolve complaints or concerns raised by patients and visitors, where possible.
  • Direct complainants to the formal complaints procedure if the issue cannot be resolved informally.
  • Participate fully in any investigations related to complaints when required.
  1. Complaints Procedure

6.1. Informal Complaints

Where possible, NAMS encourages complaints to be resolved informally at the point of service. Staff should make every effort to address concerns as they arise, offering explanations, support, or apologies where appropriate. If the complaint cannot be resolved informally, patients or their representatives will be advised of the formal complaint process.

6.2. Making a Formal Complaint

Formal complaints can be made verbally, in writing, or by email. To make a formal complaint, individuals should:


  • Address the complaint to the Complaints Manager at NAMS.
  • Provide as much detail as possible, including the nature of the complaint, relevant dates, names of staff involved, and any supporting documentation.


Complaints should ideally be made within 12 months of the event giving rise to the complaint. Exceptions may be made if there is a valid reason for the delay.


6.3. Acknowledgement of Complaints

All formal complaints will be acknowledged in writing within 3 working days of receipt. The acknowledgement will include:


  • Confirmation that the complaint has been received.
  • An outline of the process for handling the complaint.
  • The name and contact details of the Complaints Manager handling the issue.
  • The anticipated timeframe for resolution.

6.4. Investigation

The Complaints Manager will carry out an investigation, which may involve:


  • Reviewing relevant documentation and records.
  • Interviewing staff involved in the complaint.
  • Seeking advice from clinical or administrative leads, if necessary.


The complainant may be asked to provide further details or clarification during the investigation process. Investigations should be completed as quickly as possible and within 20 working days of receiving the complaint. If more time is required, the complainant will be informed of the delay and given a revised timeframe.

6.5. Response

Once the investigation is complete, the complainant will receive a written response that includes:


  • A summary of the complaint.
  • An explanation of the investigation and its findings.
  • Any actions taken to resolve the issue or improve services as a result of the complaint.
  • Information on how to escalate the complaint if the complainant is not satisfied with the outcome.
  1. Escalation Process


If the complainant is not satisfied with the response, they can escalate the complaint to the Jersey Care Commission (JCC). The JCC provides an independent and free service for complaints about healthcare services on Jersey.


Contact details for the JCC:


Website: www.carecommission.je

Telephone: 01534 445 801

Email: enquiries@carecommission.je

  1. Complaints Involving Clinical Care


Complaints regarding clinical care will be reviewed by the relevant clinical lead to ensure that any clinical issues are thoroughly investigated. In cases where a complaint concerns clinical practice, the response will include input from the Medical Director or other appropriate senior clinicians.

  1. Confidentiality


All complaints will be handled confidentially, and information will only be shared with those involved in the investigation or resolution process. Personal data will be processed in accordance with the General Data Protection Regulation (GDPR) and the Data Protection (Jersey) Law 2018.


  1. Learning from Complaints


NAMS is committed to using complaints as a valuable tool for learning and improvement. The following steps will be taken to ensure that learning from complaints leads to service enhancements:


  • All complaints are reviewed by the NAMS Team to identify trends or recurring issues.
  • Action plans will be developed to address areas of concern and prevent recurrence.
  • Complaints data will be regularly reviewed to ensure that lessons learned are embedded into practice.
  1. Training and Awareness


All staff will have received training on the complaints process through their primary institutions. during their induction and as part of ongoing professional development. This training will have included:


  • How to handle complaints informally and sensitively at the point of service.
  • The process for escalating complaints that cannot be resolved informally.
  • Understanding the importance of complaints for service improvement.
  1. Monitoring and Review


This policy will be reviewed tri-annually, or sooner if changes to legislation, regulations, or service delivery require it.

  1. Conclusion


New Alliance Medical Suite is dedicated to resolving complaints in a timely and fair manner and using them as an opportunity for learning and improvement. By fostering a culture of openness and transparency, we aim to maintain high standards of patient care and service excellence.