NCL CCG Complaints Policy
NCL CCG has a single ‘NCL CCG Complaints Policy’; this policy is to be used by all staff working across NCL CCG and replaces all previous complaints policies. You can view the policy here.
The policy outlines what we expect from staff in terms of their roles and responsibilities, describes the complaints process in step by step detail, as well as detailing which complaints we deal with and those that we do not.
Broadly, if a member of public has a complaint relating to NHS services, and we have commissioned these services, we will either:
- deal with the complaint ourselves, following the new NCL CCG Complaints Policy, or
- send the complaint to the relevant provider to deal with the complaint, if that is more appropriate.
In either case, we need consent from the complainant in order to proceed.
If you receive a complaint directly, please send the complaint to firstname.lastname@example.org where it will be logged and tracked to completion. Any complaints received will be responded to with compassion and demonstrate an understanding of the problems that have been encountered.
The Complaints team supporting the dedicated inbox and new processes are Brett Vallance, Jan Williams and Maria Daly. All are very experienced in this field and can guide Investigating Officers, Heads of Services and others, through the process that needs to be followed. Importantly, the directorate staff will provide the content for many of our responses, so your awareness of the process will be key.
Directors and Senior Managers are also asked to provide support to the Investigating Officers to ensure that the CCG can learn from complaints received and give feedback to improve the services that we commission in North Central London.
Please familiarise yourself with the policy, and if you have any questions, please contact a member of the Complaints team, who will be happy to help.
NCL CCG Enquiries
NCL CCG now has a dedicated enquiries mailbox – email@example.com This is a public facing mailbox for residents, stakeholders and any other members of the public to contact the CCG.
The enquiries mailbox is manned on a rota basis, Monday-Friday, by the following staff: Jan Williams, Kadiatu Bashiru and Maria Daly.
This new mailbox replaces all legacy CCG enquiries mailboxes, which have been auto forwarded to this new mailbox, before being eventually closed.
If you receive a general enquiry directly, please send it onto firstname.lastname@example.org where it will acknowledged and passed onto the relevant team for response.
If you have any questions, please contact a member of the team, who will be happy to help.
We are introducing a new process to manage MP enquiries and complaints from 1 June. All MP enquiries and complaints will be managed centrally by the CCG complaints team.
If you receive an enquiry or complaint from an MP directly or via any shared mailboxes, please send them to email@example.com as soon as possible. The team will make sure it is logged and tracked to completion. This will ensure that we are responding promptly and consistently to MPs and that we are not duplicating work across the CCG.
The Complaints team supporting the dedicated inbox and new processes are Brett Vallance, Jan Williams and Maria Daly. Importantly, directorate staff will continue to provide content for many of our responses, so your awareness of the process and help in responding to requests for information will be much appreciated.