Sugarman Group – Complaints Policy

Sugarman has the following formal procedure for the handling of complaints.

GENERAL PRINCIPLES:

• The Compliance Manager will handle all verbal and written complaints, reporting to the Managing Director.  In the absence of the Compliance Manager, the Managing Director will handle the complaint.
• The Compliance Manager is responsible for monitoring the complaints and adhering to the response time detailed in this policy.
• Complaints are monitored for emerging patterns, as detailed in this policy.
• Poor performance issues are addressed in the Policy for Training, Development and Appraisals.

Complaints raised by a Client, or Locum in respect of a member of staff from Sugarman:  

1. The complaint will be acknowledged within 3 working days hours of receipt.
2. The member of staff concerned is to be contacted and informed of the matter.
3. In all instances the member of staff should be given the right to reply.  This should be given in writing and copies supplied to all relevant parties.
4. On receipt of written confirmation of the complaint form the Client or locum, Sugarman in conjunction with the Client/Locum will come to a decision as to the method by which the complaint should be handled.  This will include deciding on how an investigation would be conducted, if an investigation were deemed necessary.  This will depend on the nature of the complaint.
5. In all cases, the complaint will be recorded on the member of staff’s file.
6. In all cases, Sugarman will keep all parties informed of developments at all times.

Complaints raised by a member of staff from Sugarman, a patient or a client’s customer against a Client/Locum:

In the event of a complaint being raised by a member of staff from the Sugarman, a patient or a client’s customer in respect of a work based problem, the following will be adhered to:

• In the first instance the complainant should contact the Compliance Manager.
• Details of any verbal conversation will be recorded.
• Advice will be given, and depending on the nature of the complaint, a written submission of the complaint may be requested by the Compliance Manager
• A decision will be made in conjunction with the person who has made the complaint, as to the next stage of the complaint if appropriate, for example if an investigation or further action is required.
• In all cases the complaint will be recorded on the Client/Locums records file.
• Where serious complaints are upheld, Sugarman will take appropriate action in terms of reporting responsibilities.
• In all cases, Sugarman will keep all parties informed of developments at all times.

Complaints raised by a Locum:

In the event of a complaint being raised by a Locum in respect of a work-based problem or with Sugarman, the following will be adhered to:

• In the first instance the complainant should contact the Compliance Manager.
• Details of any verbal conversation will be recorded.
• Advice will be given, and depending on the nature of the complaint, a written submission of the complaint may be requested by the Compliance Manager
• A decision will be made in conjunction with the locum who has made the complaint, as to the next stage of the complaint if appropriate, for example if an investigation or further action is required.
• In all cases the complaint will be recorded on the Client/Locums records file.
• Where serious complaints are upheld, Remedy Recruitment will take appropriate action in terms of reporting responsibilities.
• In all cases, Sugarman will keep all parties informed of developments at all times. 

MONITORING OF COMPLAINTS:

Sugarman operates a system of monitoring complaints to identify patterns or trends.  The system will operate as follows:

• Each time a verbal or written complaint is made about a member of staff, Locum or Client, a record will be made on the form that is for the purpose of recording such issues.
• The compliance manager will check these forms on a regular basis.  This will be for the purpose of identifying any trends or patterns that could otherwise be missed.
• There will be a dedicated form for each Client, Locum and member of staff.  This form will be completed regardless of other documentation and correspondence that may be required.  These forms will be held in a complaints folder in alphabetical order, and each time an issue arises, the form will be completed.  This should enable the compliance manager monitoring the system to detect trends or patterns.
• Should any trends or patterns be noticed, we will take necessary action, depending on the nature of the problem to address the issue.
• If necessary, Sugarman will seek guidance on how best to take action, from a relevant professional organisation such as ACAS (Arbitration and Conciliation Services), Health Professionals Council, The Police or the relevant governing body to our individual medical professions.

Timescales for Action:

• Written complaints will be acknowledged in writing within 3 working days of receipt.
• Details of planned investigations or other appropriate action to be taken will be sent within five days.
• The complainant will be kept informed in writing, on a regular basis as to the process of the investigation /action.
• Upon conclusion of the investigation / action a detailed outcome response will be sent within 15 calendar days
• All complaints resolved in 15 calender days unless the nature of the complaint requires further investigation e.g Professional body or police

In the event that any persons involved in a complaint are unsatisfied with the manner in which it has been handled, we would request that further contact is made in writing to the Managing Director of the company:

Tim Wheeler
Managing Director
9th Floor
12 - 20 Camomile Street
London
EC3A 7PJ