| Reference |
Date Received |
Subject of Complaint |
Action Taken/Comments |
Date Closed |
Working Days to Reply |
| Complaint 06/07_1 |
18/07/2006 |
Complaint regarding removal from GP Practice list at Doctor's
request.. FPS - Medical involved. |
Regulations followed properly. Complaints Officer and FPS
staff explained the procedure regarding complaints against the Practice
and provided contact details of relevant Board. |
24/07/2006 |
4 |
| Complaint 06/07_2 |
26/07/2006 |
Complaint concerning change to marital status on GP Practice
system as a result of being overwritten by CSA's Master Index |
Practice record overwritten as part of the GP Links data quality preparation, due to Practice failing to inform Agency of changes to the record. Correct details recorded by staff in Agency; Practice authorised to correct on the Practice system
|
27/07/2006 |
1 |
| Complaint 06/07_3 |
01/08/2006 |
Complaint concerning correspondence received from FPS medical re Prescription Exemption Certificate which caused offence |
Letter and inference genuinely misunderstood and apology issued for any unintended offence caused. Referred to the DHSSPS regarging exemption criteria.
|
25/08/2006 |
18 |
| Complaint 06/07_4 |
04/08/2006 |
Complaint regarding treatment by Dental Practitioner |
Referred to The WHSSB. Complainant provided with explanation
and contact details. |
04/08/2006 |
1 |
| Complaint 06/07_5 |
22/08/2006 |
Complaint regarding non-entitlement to be registered with
GP Practice for NHS treatment |
Regulations followed properly. Complainant is a non-EC mnational
on 6-month Visa to study. Regulations expalined to complainant with contact
details for further advice and information. |
12/09/2006 |
14 |
| Complaint 06/07_6 |
23/08/2006 |
Complaint from company unsuccessful re contract awarded by
RSS. |
RSS reviewed tendering procedures fully and all found to
be correct. Company invited to full de-briefing session by RSS. |
13/09/2006 |
14 |
<
| Reference |
Date Received |
Subject of Complaint |
Action Taken/Comments |
Date Closed |
Working Days to Reply |
| Complaint 06/07_7 |
17/10/2006 |
Complaint regarding failure to forward Medical Notes despite
several requests from GP. FPS - Medical involved. |
Notes had been sent on same day as complaint received. Unable
to trace staff mentioned in the letter - possibly different organisation.
Apology tendered by office manager for delay. |
13/11/06 |
20 |
| Complaint 06/07_8 |
17/10/2006 |
Complaint from member of FPS Medical staff re outcome and
conduct of Occupational Health appointment. Occ Health Nurse involved. |
Interview with the Occupational Health Nurse and agreed to refer to her
Line Manager, RGH, for comment (see also 06/06_9 below) |
22/12/2006 (see below) |
47* |
|
| Complaint 06/07_9 |
26/10/2006 |
Complaint from job applicant having been sent the wrong application
pack for job, and the attitude of HR staff dealing with her subsequent enquiries. |
Interviews with staff concerned and colleagues concerning
manner of telephone conversations. Mistake concerning application pack acknowledged
and apology tendered, accepted by complainant. Found communications had
been handled appropriately. |
14/11/2006 |
12 |
Complaint 06/07_10 |
13/11/2006 |
Complaint from member of DLS staff re outcome and conduct
of Occupational Health appointment. Occ Health Nurse involved. |
Referred to RGH Occupatiionl Health while awaiting response re 06/07_8.
Several follow-up phone calls and emails required before reply received.
Offer to discuss individual issues with Caroline Parkes, RGH accepted.
|
22/12/2006 |
28* |
| Complaint 06/07_11 |
14/11/2006 |
Complaint from RQIA re RSS handling of tender process. |
Investigation carried out by RSS senior managers. Procedures
carried out appropriately. Offer from Director of RSS to meet RQIA Chief
Executive and agree future procurement processes with designated staff. |
15/12/2006 |
23 |
| Complaint 06/07_12 |
22/11/2006 |
Complaint re letter from, and susbsequent conversation with,
CFU concerning exemption from prescription charges. |
Interviews with CFU senior managers. Exemption claimed was
genuine, although information required was not forwarded by Chemist in accordance
with procedures. Full explanation sent, along with apology for inconvenience
caused. |
19/12/2006 |
18 |
| Complaint 06/07_13 |
23/11/2006 |
Complaint from Supplier re award of tender. |
Investigation carried out by RSS senior management; procedures
carried out appropriately, award confirmed and full explanation sent to
complainant. No further action. |
21/12/2006 |
19 |
| Complaint 06/07_14 |
08/12/2006 |
Complaint from GP re late salary payment. |
Referred to Director of Finance who was already dealing with
a number of identical comments. Offer to re-imburse any associated expenses
incurred on submission of relevant documentation |
18/12/2006 |
5 |
* Long delay in receiving reply from qualified staff despite several follow-up emails and telephone reminders.
| Reference |
Date Received |
Subject of Complaint |
Action Taken/Comments |
Date Closed |
Working Days to Reply |
| Complaint 06/07_15 |
01/02/2007 |
Complaint from Supplier re failure to be awarded Window Cleaning contract. |
RSS referred complaint to Internal Audit due to accusations re probity. Report concluded that RSS had conducted the tender and award properly. Complainant advised accordingly.
|
16/03/2007 |
31* |
| Complaint 06/07_16 |
27/02/2007 |
Complaint from Dental Practitioner regarding emailing of patients by another practitioner, using data supplied by the Agency in 2004. |
Replied to complainant explaining computer error resulted in dentist getting access to patient data not belonging to him. Agency not responsible for use of data by others. Letter of explanation written also to other dentist concerned. |
08/03/2007 |
9 |
| Complaint 06/07_17 |
27/02/2007 |
Complaint from General Medical Practitioner who had received letter from Dentist and seeking explanation as to why personal data were disclosed (same issue as above). |
Replied to complainant explaining computer error, as above. |
08/03/2007 |
9 |
* Due to report awaited from Internal Audit
