1.1 Portsmouth Clinical Commissioning Group (CCG) is committed to providing an accessible, equitable and effective means for people and/or their representative to express their views about the services it provides or services it is responsible for commissioning. Commissioned services are those that are paid for by the CCG but provided by other organisations such as acute hospitals, community services and other providers.
1.2 The CCG takes a positive approach to handling complaints, concerns, comments and compliments as a genuine means to improving the experiences of patients and the quality of services it commissions.
1.3 This policy sets out the process for handling complaints, concerns, comments and compliments received by the CCG from patients, carers and the general public. It incorporates the CCG’s obligations in the NHS Constitution and the Health and Social Care Act and addresses best practice in the handling of complaints.
1.4 The aim of this policy is to ensure that complaints are:
- Actively encouraged and that people know how to complain
- Taken seriously and responded to promptly
- Investigated and findings are used as an opportunity to learn and improve.