Complaints Policy 2022

The NURSE2UK policy on how to report complaints.

For current and future contractors and staff complaints against NURSE2UK

• For Customers and Clients of NURSE2UK complaining about a NURSE2UK worker, employee or affiliate.

If you are submitting a complaint against NURSE2UK:

1) Please submit your complaint via email or letter. NURSE2UK will notify you that we have received your complaint within five working days. (Please note: NURSE2UK will accept any written complaints via any medium, but for processing purposes, we ask if all complaints correspondence is addressed to NURSE2UK Management directly.)

2) We aim to resolve all complaints about NURSE2UK or an affiliate within fifteen working days.

3) We will inform the NURSE2UK worker, employee or affiliate within 5 working days of your complaint. They will be issued with the complaint in writing, either by email or letter. Every effort will be made to alert the NURSE2UK worker, employee or affiliate that this complaint exists and;

4) We will urge the NURSE2UK worker, employee or affiliate to provide their version of events also in writing, addressed to NURSE2UK within five working days.

5) This response will be shared to the complainant and;

6) NURSE2UK will work to ensure the act(s) or omission(s) complained of to NURSE2UK will not happen during this period.

7) The complainant may ask for an update on the complaints process at any point during proceedings. We ask that this request is made in writing. We will endeavour to reply within 3-5 working days.

8) Once the complaint is processed (steps 1-7) we will send the complainant our response to the complaints, and if appropriate, details of any remedial action.

9) NURSE2UK will ensure that they log the complaint so that if any patterns arise or have arisen, this can be noted and incorporated into the investigative log or report on the issue. This may affect future complaints proceedings against the person(s) complained about.

10) The complainant can, at any time, refer this complaint to the NURSE2UK regulatory body. Please contact NURSE2UK for details. We need to understand the nature of your complaint before we can advise you of further action.

Complaints Investigation Process

1) NURSE2UK will endeavour to work with all parties concerned to investigate any complaints.

2) A full written record of the details of each complaint and of the action taken will be logged on the NURSE2UK file management system.

If there is evidence of malpractice or a complaint is an event that requires notification, NURSE2UK will immediately notify the:

• Care Commission,
• The appropriate Professional Regulatory Body
• The Police,
• Protection of Vulnerable Adults or Children.