47.—(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.
Textual Amendments
F1Words in Sch. 3 para. 47(1) substituted (1.4.2009) by The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 (S.I. 2009/309), reg. 1(2), Sch. para. 6(3)(a) (with Sch. para. 8)
Marginal Citations
M1Section 19A was inserted by the Health and Social Care Act 2001 (c. 15), section 12.