Common use of Complaints Procedures Clause in Contracts

Complaints Procedures. 17.1 During the term of the Agreement, the Parties will develop and operate a joint complaints system. The application of a joint complaints system will be without prejudice to a complainant’s right to use either of the Parties' statutory complaints procedures where applicable 17.2 Prior to the development of a joint complaints system or after the failure or suspension of any such joint complaints system the following will apply 17.3 Where a complaint wholly relates to one or more of the Council’s Health Related Functions it shall be dealt with in accordance with the statutory complaints procedure of the Council 17.4 Where a complaint wholly relates to one or more of the CCG's NHS Functions, it shall be dealt with in accordance with the statutory complaints procedure of the CCG 17.5 Where a complaint relates partly to one or more of the Council’s Health Related Functions and partly to one or more of the CCG's NHS Functions then a joint response will be made to the complaint by the Council and the CCG, in line with local joint protocol 17.6 Where a complaint cannot be handled in any way described above or relates to the operation of the arrangements made pursuant to this Agreement or the content of this Agreement, and then the HCICB will set up a complaints subgroup to examine the complaint and recommend remedies. All complaints shall be reported to the HCICB 18.1 The Parties shall review the integrated commissioning arrangements six months prior to expiry of the Term.

Complaints Procedures. 17.1 During the term of the Agreement, the Parties will develop and operate a joint complaints system. The application of a joint complaints system will be without CHANGE prejudice to a complainant’s right to use either of the Parties' statutory complaints procedures where applicable 17.2 Prior to the development of a joint complaints system or after the failure or suspension of any such joint complaints system the following will apply 17.3 Where a complaint wholly relates to one or more of the Council’s Health Related Functions it shall be dealt with in accordance with the statutory complaints procedure of the Council 17.4 Where a complaint wholly relates to one or more of the CCG's NHS Functions, it shall be dealt with in accordance with the statutory complaints procedure of the CCG 17.5 Where a complaint relates partly to one or more of the Council’s Health Related Functions and partly to one or more of the CCG's NHS Functions then a joint response will be made to the complaint by the Council and the CCG, in line with local joint protocol 17.6 Where a complaint cannot be handled in any way described above or relates to the operation of the arrangements made pursuant to this Agreement or the content of this Agreement, and then the HCICB will set up a complaints subgroup to examine the complaint and recommend remedies. All complaints shall be reported to the HCICB 18.1 The Parties shall review the integrated commissioning arrangements six months prior to expiry of the Term.

Complaints Procedures. 17.1 During the term of the Agreement, the Parties will develop and operate a joint complaints system. The application of a joint complaints system will be without prejudice to a complainant’s right to use either of the Parties' statutory complaints procedures where applicable 17.2 Prior to the development of a joint complaints system or after the failure or suspension of any such joint complaints system the following will apply 17.3 Where a complaint wholly relates to one or more of the Council’s Health Related Functions it shall be dealt with in accordance with the statutory complaints procedure of the Council 17.4 Where a complaint wholly relates to one or more of the CCG's NHS Functions, it shall be dealt with in accordance with the statutory complaints procedure of the CCG 17.5 Where a complaint relates partly to one or more of the Council’s Health Related Functions and partly to one or more of the CCG's NHS Functions then a joint response will be made to the complaint by the Council and the CCG, in line with local joint protocol 17.6 Where a complaint cannot be handled in any way described above or relates to the operation of the arrangements made pursuant to this Agreement or the content of this Agreement, and then the HCICB SRIPCB will set up a complaints subgroup to examine the complaint and recommend remedies. All complaints shall be reported to the HCICBSRIPCB 18.1 The Parties shall review the integrated commissioning arrangements six months prior to expiry of the Term. 18.2 Review will comprise the delivery of the NHS Functions and the health-related Functions, the extent to which the objectives of the integrated commissioning arrangements are met, compliance with and fulfilment of national and local policies, financial arrangements and continuous improvement in quality of care through clinical governance. 18.3 The Parties may determine to renew the Partnership Agreement at the end of the Term. 18.4 The review and variation provisions in this Clause shall apply as a means of developing and refining the parties’ respective functions in relation to the services and fulfilling the objectives of this Agreement. 18.5 If at any time during the term of this Agreement either party gives Notice to vary this Agreement, it shall be considered first by the SRIPCB for approval and then if approved will be recommended for approval by the other party. In the event of such mutual approval then a memorandum of agreement shall be prepared and executed by the parties and thereafter the variation shall be binding. 18.6 If the CCG or SMBC do not agree to the request to vary the agreement, then the variation shall not take place