If you wish to make a comment about MIAA’s work or pay us a compliment, please email us and a member of our team will pick this up and escalate any required actions.
If you have a complaint we follow the following procedure:
1. Considering a complaint
Should you wish to raise a concern or complaint with MIAA the process depends on how you contract with us. For Assurance work this is within a Terms of Reference, and for Advisory work this is within our Engagement Letter.
2. Making a complaint
The Terms of Reference or Engagement Letter clearly states the escalation process for any concerns or complaints. You can contact any of our Executive Directors directly via our website.
If your complaint relates in any part to patient or service user you should refer to the concerns and complaints processes in place at the relevant NHS Trust. Contact details can be located on NHS Trust websites and MIAA can support you to seek these details.
3. Staying informed
The management of your concern or complaint about MIAA will be discussed and agreed with you.
4. Receiving outcomes
A formal response will be provided to all complaints in line with the Liverpool University Hospitals NHS Foundation Trust Policy, signed by an MIAA Executive Director
5. Reflecting on the experience
Notification of concerns and complaints, recording of summary data and lessons learned within MIAA will form part of the Management Board papers. The Management Board is a quarterly performance review meeting where MIAA is held to account by Liverpool University Hospitals NHS Foundation Trust and other key stakeholders.
Regardless of the process taken, these are the levels of complaints management:
Concerns
An informal concern – often received in person, by telephone or e-mail which will be investigated within MIAA led and overseen by an Executive Director.
Concerns should be resolved within 0-5 working days.
Complaint (35 days formal – 60 days for complex complaints)
A formal complaint is usually received in writing by letter or e-mail, however they can be received over the telephone, website or in person. Complaints require a thorough investigation. If non patient related, the complaint will be investigated within MIAA and overseen by an MIAA Executive Director . If patient related, you should contact the relevant NHS Trust. MIAA can support you to do this. MIAA will aim to ensure they address complaints raised within 35 days. Where the issue is complex i.e. relating to the involvement of another organisation the timescale is extended to 60 working days.