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Why we collect and process information for complaints?

We will collect and process your information if it relates to a complaint where you or your representative has asked for our help or involvement.

Complaint Processing Activities

Upon receipt of a complaint from a person the Trust open up a file on the Trust’s complaints database and keep a minimal paper file containing the original letter of complaint or management plan in relation to a complaint. This will normally contains the identity of the patient and the complainant and any other individuals involved in the complaint. The identity could include name, address, date of birth, hospital number and NHS number, only if these details are necessary for the appropriate handling of the complaint in line with the Trust’s complaint process.

  • We will only use the personal information we collect to process the complaint and ensure an appropriate investigation is undertaken in line with the severity of the complaint.
  • We usually have to disclose the patient’s identity to whomever the complaint is about to ensure that a full investigation can be undertaken since reference may need to be made to the patient’s medical record.

If a patient/complainant does not want information identifying him or her to be disclosed, we will try to respect that. However, it may not be possible to handle a complaint in line with Trust process on an anonymous basis.

We will keep personal information contained in complaint files in line with the NHS retention guidance. It will be retained in a secure environment and access to it will be restricted according to the ‘need to know’ principle.

Legal Basis: You have given explicit consent to the processing.