Obtaining Clinical advice with regards to complaints you deal with

andrew brown made this Freedom of Information request to NHS England

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was successful.

Dear NHS England,

I recently received a bundle of documents through Subject Access Request . That contained information about a complaint. As part of the process it was evident from the bundle that NHS England acquired advice from a GP in another part of the Midlands.

I should like to ask whether from documented information ( or your willingness to answer anyway)

a) In these circumstances are the clinicians paid by you to undertake this advisory work or is it an integral part of GP contracts ?
b) By who ?
c) Is there a scheduled rate for this and if so what fees are payable
d) How do clinicians get to to be offered this work ?
e) Who decides how much or how little evidence from the complainants medical file is sent to them ?

If you have documents/ protocols concerning these issues please provide.

Thank you

Andrew Brown

Yours faithfully,

andrew brown

CONTACTUS, England (NHS ENGLAND), NHS England

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FOI, England (NHS ENGLAND), NHS England

Dear Andrew Brown,

 

Freedom of Information Request Acknowledgement (Our Ref: FOI-058715)

 

Thank you for your communication dated 04 March 2019.

 

NHS England has assessed your communication as a request under the Freedom
of Information (FOI) Act 2000. As such, please be assured that your
request is being dealt with under the terms of the FOI Act and will be
answered within twenty working days.

 

For further information regarding the FOI Act, please refer to the
Information Commissioner’s Office (ICO) website. For further information
regarding NHS England and the information it publishes please visit our
website here.

 

If you have any queries about this request or wish to contact us again,
please email [1][NHS England request email] and the message will be
forwarded appropriately. Please remember to quote the above reference
number in any future communications.

 

Please do not reply to this email. This message has been sent from a
central mailbox. To communicate with NHS England regarding Freedom of
Information (FOI) requests, enquiries or complaints we ask these are sent
directly to NHS England’s customer contact centre. This is to ensure all
communications are progressed correctly. Their postal address, telephone
number and email details are as follows:- PO Box 16738, Redditch, B97 9PT;
0300 3 11 22 33, [2][NHS England request email].

 

Yours sincerely,

 

Freedom of Information

Corporate Communications Team

Transformation and Corporate Operations Directorate

 

NHS England

PO Box 16738

REDDITCH

B97 9PT

 

Tel: 0300 311 22 33

Email: [3][NHS England request email]

 

‘Health and High quality care for all, now and for future generations’

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FOI, England (NHS ENGLAND), NHS England

2 Attachments

Dear Andrew Brown,

 

Re:     Freedom of Information request (Our Ref: FOI-058715)

 

Thank you for your Freedom of Information (FOI) request dated 04 March
2019

 

Your exact request was:-

 

“I recently received a  bundle of documents through Subject Access Request
. That  contained information about a complaint.   As part of the process
it was evident  from the bundle that NHS England acquired advice from a GP
in another part of the Midlands.

 

I  should like to ask whether  from documented information ( or  your
willingness  to answer anyway) 

 

 A. In these circumstances are the clinicians paid by you  to undertake
this advisory work or is it an integral part of GP  contracts ?
 B. By who ?
 C. Is there a  scheduled  rate for this  and if so what  fees  are
payable
 D. How  do  clinicians get to to be offered this work  ?  
 E. Who decides how much or how little evidence from the complainants
medical   file is sent to them ?”

NHS England holds recorded information in relation to this request.

 

NHS England has interpreted this request to relate to the process for
complaints procedure unique to the Director of Commissioning Operations
(DCO) areas within the Midlands and East. As such please the below
response relates specifically to those policies and may differ from
policies and procedures held by other DCOs and by NHS England nationally.
Please find below responses from each DCO within Midlands and East.

 

Central Midlands

 

Questions Answers
In these circumstances are
the clinicians paid by you Clinical Reviewers are paid by the NHS
to undertake this advisory England Central Midlands Nursing and Quality
work or is it an integral Team
part of GP contracts ?
Clinical Reviewers are paid by the NHS
By who ?  England Central Midlands Nursing and Quality
Team
Is there a scheduled rate Clinical Reviewers are employed on an ad hoc
for this and if so what fees basis and the standard hourly rate is £60. 
are payable Complex cases may be paid at higher rates
and are negotiated on a case by case basis.
How do clinicians get to  be Vacancies are advertised locally and
offered this work ?  appointments made following interview
The provider organisations are asked to
provide copies of patients medical records
Who decides how much or how which are pertinent to a complaint. 
little evidence from the However,
complainants medical file is
sent to them? Clinical Reviewers will request additional
information, should it be required to
complete their review.

 

East

 

Questions Answers
In these circumstances are Clinical Reviewers eg GPs, are used on an
the clinicians paid by you “ad hoc” basis for this work and identified
to undertake this advisory and paid by the NHS England Medical
work or is it an integral Directorate.
part of GP contracts ?
Clinical Reviewers eg GPs, are used on an
By who ?  “ad hoc” basis for this work and identified
and paid by the NHS England Medical
Directorate.
There is no scheduled rate as the rate
Is there a scheduled rate varies according to the number of hours
for this and if so what fees worked and the regularity of the work. The
are payable rate may vary between DCO teams. For GPs the
East Medical Directorate offer rates between
£68 - £85 per hour for ad hoc work.
How do clinicians get to  be Vacancies are advertised locally and
offered this work ?  appointments made following interview
In most complaints, the provider (eg a
practice) responds to the complaint. The
practice’s response is then reviewed by the
complaints team. If the complaint is about
the clinical management of a patient, then
the complaints team ask for the practice’s
clinical records relating to that period.
These clinical records are reviewed by a
Who decides how much or how clinical reviewer using the information
little evidence from the provided by the practice. If the clinical
complainants medical file is reviewer needs more information, then the
sent to them? practice is asked to provide the additional
information requested by the clinical
reviewer. If the clinical management needs a
more detailed scrutiny before making a
judgement, then the concern is passed to the
Medical Directorate’s performance team who
will start the process of assessing the
clinical concern by contacting the clinician
directly.

 

North Midlands

 

Questions Answers
In these circumstances are These clinicians carry out this work as part
the clinicians paid by you of their existing employment with NHS
to undertake this advisory England. They are not funded separately for
work or is it an integral this work.
part of GP contracts ?
This work is undertaken by NHS England
By who ?  Assistant Medical Directors or Clinical
Advisors as part of their substantive NHS
England role.
Is there a scheduled rate There is no specific fee paid for this work;
for this and if so what fees the clinicians carrying out the reviews are
are payable existing NHS England employees.
Through appointment to substantive NHS
How do clinicians get to  be England roles which are advertised and
offered this work ?  appointed using NHS England recruitment and
selection policies and procedures.
Who decides how much or how The clinician is always provided with the
little evidence from the original complaint and a summary of the
complainants medical file is issues and desired outcomes, the practice
sent to them? response and the relevant extract of the
clinical record.

 

 

West Midlands

 

Questions Answers Documents
In these circumstances are NHS England appoints and Standard Medical SLA
the clinicians paid by you pay GP Medical Advisers to Sample
to undertake this advisory undertake this Advisory
work or is it an integral work under a service level
part of GP contracts ? agreement contract.
By who ?  NHS England As per SLA

 
 Is there a scheduled rate Yes – this is as per SLA  
for this and if so what and in line with current
fees are payable rates of pay per session
for similar roles.

 
How do clinicians get to    
 be offered this work ? 
All complaint officers are
assigned a clinical
adviser and in the event
they received a complaint
which contains a clinical
issue, it is forwarded to
the named clinical
adviser.

 
Who decides how much or Complaints Officer makes a SOP, Email template
how little evidence from request for the medical to practice
the complainants medical records if the complaint
file is sent to them? is clinically related. The
practice will then provide
the records that is
pertinent to the
complaint. Clinical
Adviser can request
additional Medical records
if this is required to
support the comprehensive
clinical review of the
complaint.

 

 

 

Please do not reply to this email. This message has been sent from a
central mailbox. To communicate with NHS England regarding Freedom of
Information (FOI) requests, enquiries or complaints we ask these are sent
directly to NHS England’s customer contact centre. This is to ensure all
communications are progressed correctly. Their postal address, telephone
number and email details are as follows:- PO Box 16738, Redditch, B97 9PT;
0300 3 11 22 33, [1][NHS England request email].

 

Yours sincerely,

 

Freedom of Information

Corporate Communications Team

Transformation and Corporate Operations Directorate

 

NHS England

PO Box 16738

REDDITCH

B97 9PT

 

Tel: 0300 311 22 33

Email: [2][NHS England request email]

 

‘Health and high quality care for all, now and for future generations’

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