Confidentiality

All complaints will be and must be treated in the strictest confidence.

Where the investigation of the complaint requires consideration of a persons medical records, the complaints manager must inform the person in question or person acting on their behalf if the investigation will involve disclosure of information contained in those records to a person other than the organisation or an employee of the organisation. 

BEMS must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the persons medical records.

BEMS has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.