The Medical Specialist Group is always keen to receive feedback from patients, whether positive or negative, as we strive to ensure that our services are of the highest possible standard.
It is always nice to receive compliments, but also important to learn of any problems experienced or suggestions for improving our service.
If you would like to write a comment, positive or negative, about any aspect of the Medical Specialist Group, please click here.
The governance of secondary healthcare is a key feature of the new Secondary Healthcare Contract which was signed on 3rd March 2017.
Work was undertaken as part of the contract negotiations to develop a Single Clinical Governance Framework, which aims to ensure that there is a systematic approach by The Committee for Health & Social Care (HSC) and the Medical Specialist Group LLP (MSG) to maintain and improve the quality of patient care.
The ultimate objectives of implementing this framework include reduced harm (patient safety), improved outcomes (clinical effectiveness) and an excellent patient/service user experience (care and compassion).
A new complaints policy was also developed as part of the contractual negotiations. The views of patients and their families about their experiences are welcomed, taken seriously and used to bring about change. Any complaint is seen as an opportunity to improve the quality of services and to learn lessons from events that have occurred in the past.
Patients or their relatives can contact either HSC or MSG to express their dissatisfaction of the service (please note that complaints can only be investigated if they are made within 6 months of the event or made within 6 months of the complainant realising that they have a cause for complaint, as long as it is no more than 12 months after the event).
If your concerns cannot be answered by a member of staff, you will be requested to put your complaint in writing to either organisation and addressed to the Customer Care Team – who will acknowledge your complaint and then investigate it, including asking all the individuals involved with your care for their comments.
Once the investigation is completed, the Customer Care Team will forward a draft reply, together with any statements taken, to the appointed Single Clinical Governance Group Member – who will review the medical findings and authorise the draft reply before it is sent to you (please note that this process may take some time, but the aim is to respond to all complaints within 20 working days).
If you are not satisfied with the response to your complaint, please contact the Customer Care Team in writing within 25 working days, to request that the issue be referred to the Appeals Panel. Upon receipt thereof, the Customer Care Team will determine whether a meeting with the complainant would be more appropriate and if not, the matter will be referred to the Appeals Panel.
The HSC Chief Secretary will appoint the Appeals Panel – who will be one MSG Board Member, one HSC Director and another senior member of staff from either HSC or MSG. The Appeals Panel will consider and respond to the appeal within 25 working days of receipt of the complainant’s letter.
For convenience, a copy of the Complaints Policy detailing all the steps mentioned above is available to download below.
MSG Complaints Policy