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SCHEDULE 3E+WOTHER CONTRACTUAL TERMS

PART 6E+WCOMPLAINTS

Complaints procedureE+W

F147.  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Textual Amendments

Making of complaintsE+W

F248.  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Textual Amendments

Period for making complaintsE+W

F349.  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Textual Amendments

Further requirements for complaints proceduresE+W

F450.  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Textual Amendments

Co-operation with investigationsE+W

51.—(1) The contractor F5... shall co-operate with—

(a)any investigation of a complaint in relation to any matter reasonably connected with the provision of services under the agreement undertaken by—

(i)[F6NHS England]; and

(ii)[F7the Health Service Commissioner]; and

(b)any investigation of a complaint by an NHS body or local authority which relates to a patient or former patient of the contractor.

(2) In sub-paragraph (1)—

“NHS body” means [F6NHS England], an NHS trust, an NHS foundation trust, F8... a Local Health Board, a Health Board, a Health and Social Services Board, a Health and Social Services Trust or, a Health Board or Special Health Board constituted under section 2 of the National Health Service (Scotland) Act 1978 M1;

“local authority” means—

(a)

any of the bodies listed in section 1 of the Local Authority Social Services Act 1970 M2 (local authorities);

(b)

the Council of the Isles of Scilly; F9...

(c)

a council constituted under section 2 of the Local Government etc. (Scotland) Act 1994 M3 (constitution of councils); [F10or]

(d)

[F11a council of a county or county borough in Wales;]

[F12“Health Service Commissioner” means the person appointed Health Service Commissioner for England in accordance with section 1 of, and Schedule 1 to, the Health Service Commissioners Act 1993.]

(3) The co-operation required by sub-paragraph (1) includes—

(a)answering questions reasonably put to the contractor by [F6NHS England];

(b)providing any information relating to the complaint reasonably required by [F6NHS England]; and

(c)attending any meeting to consider the complaint (if held at a reasonably accessible place and at a reasonable hour, and due notice has been given) if the contractor's presence at the meeting is reasonably required by [F6NHS England].

Textual Amendments

Marginal Citations

M21970 c. 42; section 1 was amended by the Local Government Act 1972 (c. 70), section 195; and by the Local Government (Wales) Act 1994 (c. 19), Schedule 10, paragraph 7.

Provision of informationE+W

52.  The contractor F13... shall inform [F6NHS England], at such intervals as [F6NHS England] requires, of the number of complaints it has received under the procedure established in accordance with this Part.

Textual Amendments