SCHEDULE 3OTHER CONTRACTUAL TERMS
PART 6COMPLAINTS
Complaints procedure47
1
F1As regards complaints relating to any matter reasonably connected with the provision of services under the agreement which are received before 1st April 2009, the contractor shall operate a complaints procedure which shall comply—
a
subject to sub-paragraph (b), with the requirements of paragraphs 48 to 50 and 52; or
b
in the case where the contractor is a Primary Care Trust, with any directions made under section 17 of the Act.
2
The contractor shall take reasonable steps to ensure that patients are aware of—
a
the complaints procedure;
b
the role of the Relevant Body and other bodies in relation to complaints about services under the agreement; and
c
their right to assistance with any complaint from independent advocacy services provided under section 19A of the Act M1 (independent advocacy services).
3
The contractor shall take reasonable steps to ensure that the complaints procedure is accessible to all patients.