Clinical Complaints Policy​

Purpose:

This report describes the procedure for dealing with any clinical complaint brought up by either:

• A supplier;
• A client;
• A temporary worker employed in a healthcare setting;  An AESN Limited employee.

In respect of:

• The skill, conduct or performance of a Temporary Worker.
• Any issue pertaining to a temporary worker’s status, qualifications, history, or training.
• Any claims of mistreatment or neglect.
• Any claim that a temporary employee violated the code of conduct.
• Any incidence that has or may have harmed patients or service users.
• or any other staff member in a healthcare setting when a temporary worker has a problem with their assignment.

The operations teams at AESN Limited should use the Issue and Escalation Process to resolve any problems arising from any further concerns or complaints.

The procedure is designed to make sure that any circumstance where a problem emerges that may otherwise result in any real or potential clinical danger or safeguarding risk is given order, structure, focused attention, and additional resource.

Procedure:

Any issue that comes up is assigned to a single point of contact who is responsible for making sure that complaints are promptly handled, thoroughly investigated, and tracked in a way that creates a fully auditable history and offers feedback to both the complainant and the subject of the complaint.

It guarantees that legal requirements and best practise guidelines can be followed, that all relevant parties, including regulatory and professional authorities, the client, and agency supplier, are informed when necessary, and that complaints can be handled quickly.

Timeframe:

Every complaint will be acknowledged as soon as possible, but no later than five working days.

Unless a thorough or extra investigation by the client or an agency, and/or the involvement of a third party, such as a regulatory or professional body, is required, an investigation and determination of a complaint will, if feasible, be finished within 15 working days.

Standard procedure for clinical complaints:

1. Immediately notify the director of the receipt of a complaint from the account management team, including information about:
   • Background
   • Individuals involved
   • Witnesses
   • Relevant date, time and place
2. Where applicable, the director will give immediate notice of the complaint to:
   • Client
   • Relevant professional and regulatory body
   • Candidate
3. If necessary, a prompt decision to suspend the candidate will be reached in consultation with all parties, and we will provide the candidate seven days to submit a written statement in response to the complaint.
4. To ensure a thorough inquiry, Director should make all relevant information accessible to all parties, including:
   • Employment history and checks on employment
   • information on assignments completed through AESN Limited
   • Any prior problems or concerns reported to AESN Limited
5. Each party has a designated investigation owner, and the Director plan regular briefings and updates.
6. The client will be informed of the complaint’s resolution and the outcome, which may include the candidate’s reinstatement or termination.
7. When there is a complaint that necessitates notice or there is proof of malpractice, the employment business will promptly inform Care Quality Commission, the

Safeguarding Authority, and, if necessary, the professional organisation for temporary employees.

8. When appropriate, we shall decide to remove the temporary employee from its register while an investigation is proceeding.
9. Every complaint is fully documented in writing, along with the specifics of the response that was given in response to the complaint, and this documentation is retained on our electronic system for the necessary amount of time.
10. Internal audits of our complaints procedure and of all complaints will be conducted in order to find patterns and take appropriate preventative measures.