Wednesday, 17 August 2011

Atos Complaint Form

I'll give them their dues. They got this to me immediately. If you wish to complain to Atos use the following email address:
Say you wish to complain, and give them their name and address so that they can mail the complaints booklet to you.

Having had a quick read through I don't think we actually need the booklet to be honest. I've typed it up so that you can decide for yourselves.

Why do I need a medical examination?
The Department for Work and Pensions ask Atos Healthcare to arrange and carry out medical examinations if they need more medical information about people claiming benefits. The purpose of the examination is to provide a medical opinion about how your illness or disability affects you in everyday life. A fully registered, specially trained and approved health care professional will talk to you and, if necessary, complete a physical examination.

What happens following the examination?
The health care professional will complete a medical report for the office dealing with your claim and the Department for Work and Pensions will use this as one source of information when looking at your claim.

Are you unhappy about your benefit decision?
If you are unhappy about the decision made by the Department for Work and Pensions you may ask them to reconsider their decision. If you want to do this you should contact the office dealing with your claim, contact details will be shown on your decision letter.

Do you have any comments, complaints or suggestions about our service?
We will treat all people who undergo a medical examination fairly and equally. Your views on the service we provide are very useful in planning improvements, so if you have any comments, please do not hesitate to let us know. (Please use the form attached to this leaflet).

We are always very pleased to have appreciative comments, which of course we pass on to the staff concerned. Any suggestions you may have for improving services will be studied with care.

Are you unhappy about your medical examination?
Our responsibility is to arrange your appointment, ask a health care professional to conduct a medical examination and provide a report to the office dealing with your claim.

If you are unhappy with any part of our service, or simply feel we could do things better, please let us know.

We want to improve the service we provide and your comments will help us achieve this.

How do you complain?
> Please use the form attached to this leaflet or you can write or email us quoting your name, National Insurance number and the date of your medical examination.

> If you would like to discuss your complaint over the telephone, please contact a Customer Relations Manager who will be happy to call you back.

Customer Relations Manager
Tel: 0113 2309175

Who can help you make a complaint?
Anyone working for Atos Healthcare can advise you about making a complaint, including the health care professional conducting the medical examination.

In addition, other people who can help include:

> Citizens Advice Bureau
> Welfare Rights Workers
> A friend of family member.

If someone is to contact us on your behalf, please remember to give your signed consent to that person, either on the attached form or by separate letter.

What will happen to my complaint?
Our aim is to deal with your complaint fairly, consistently and in a timely manner. We will acknowledge your complaint within 2 working days and keep you update throughout our investigation.

We hope to respond to your complaint within 20 working days. However, our investigation may take longer. This is because to conduct a thorough investigation we may need to:

> Obtain a copy of the medical report from the office dealing with your claim.
> Obtain information from the health care professional or other employees involved.

On completion of our investigation into your complaint where it is found that the medical report may contain some inaccuracies, we will notify the office dealing with your claim. Please not that Atos Healthcare cannot change the decision on your benefit or request a further medical examination. This is for the decision maker in the Department for Work and Pensions.

What if I am not satisfied with your response to my complaint?
Please contact the Customer Relations Manager, explaining which parts of your complaint you feel have not been dealt with to your satisfaction. The Customer Relations Manager will arrange for a senior manager to personally review the investigation into your complaint and undertake a further investigation, if appropriate.

Is an independent review of my complaint possible?
Yes, when our investigations are complete, you may request that your complaint be referred to an Independent Tier.

The Independent Tier is independent of Atos Healthcare. Their role is to review how we have handled your complaint, how we conducted our investigation and ensures that we have responded to all the issues you raised.

Can I take my complaint further?
Atos Healthcare provide medical services on behalf of the Department for Work and Pensions. If you continue to be dissatisfied with the service provided by Atos Healthcare the office of the Department dealing with your claim can provide contact details of Departmental Chief Executives.

Please note: The Independent Tier is not able to comment on the outcome of your claim to benefit. However, where appropriate, the review will include a medical assessment by an independent medical practitioner about the quality of the medical report provided to the Department for Work and Pensions.

About you
(If you are a representative please provide details of the person you are representing, their authorisation and contact details for yourself.)

Other Names:
Date of Birth:
National Insurance Number:
Contact Address:
Daytime Phone Number:
Representatives Name (if applicable):
Authorising Signature:
Your Signature:

Please tell us your comments, complaints or suggestions overleaf.

Tell us your comments, complaints or suggestions

Please continue on a seperate sheet of paper if necessary.

Tear off this form and hand it in or post to your Customer Relations Manager, Atos Healthcare, Block 1, WingG, Government Buildings, Otley Road, Lawnswood, Leeds, LS16 5PU

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