The Independent Health Care (Wales) Regulations 2011

Complaints

24.—(1) The registered person must establish a procedure (in these Regulations referred to as “the complaints procedure”) for considering complaints made to the registered person by a patient or a person acting on behalf of a patient.

(2) The registered person must ensure that any complaint made under the complaints procedure is fully investigated.

(3) The registered person must supply a written copy of the complaints procedure upon request, to—

(a) every patient;

(b) any person acting on behalf of a patient; and

(c) any person who is considering whether to become a patient.

(4) The written copy of the complaints procedure must include—

(a) the name, address and telephone number of the appropriate office of the registration authority; and

(b) the procedure (if any) which has been notified by the registration authority to the registered person for making complaints to the registration authority relating to the establishment or agency.

(5) The registered person must maintain a record of each complaint, including details of the investigations made, the outcome and any action taken in consequence including whether any action is necessary to improve the quality of treatment or services and the requirements of regulation 23(3)(b) and (c) will apply to that record.

(6) The registered person must supply to the registration authority at its request copies of records maintained under paragraph (5).