Appendix 3 West Lincolnshire Primary Care Trust Claims Handling Checklist for receipt of a claim
On receipt of a solicitor’s letter or possible letter of claim, this checklist should be followed: Name of Complainant: Date letter received: Action Date Completed by whom Comments
Ensure Risk Team & Assistant Director of Quality Improvement are informed immediately. If a solicitor’s letter has been received, send it to risk team immediately Copy letter to Director of Quality and Governance & Chief Executive. Acknowledgement letter sent out to solicitors. NHSLA informed within 24hrs of receipt of the letter of claim. CNST form completed and sent to NHSLA with copy of letter of claim and any immediately available documentation, records etc. A preliminary analysis of the case should be included. If the case has been through the Trust complaints process, obtain a copy of complaints file – copy sent to NHSLA. Start file and chronology form. Contact service manager and inform them of the claim. Named Investigator to be appointed and contact details provided to NHSLA. Clinical specialists to be identified. Arrange to obtain case records and relevant documentation. Ensure consent is obtained for release of medical information if required. Ensure at least one copy of all records is obtained and kept in the PCT [complaints office].
Action
Date
Completed by whom
Comments
Letter sent to all staff involved. If the case potentially looks to be a serious / large value claim, call an urgent meeting of claims assessment group & inform Director of Finance. Arrange to meet with staff involved to ensure relevant and accurate information is obtained as quickly as possible. All staff involved must receive a copy of the letter of claim. Ensure staff have support and understand the process. If investigator is absent or on leave, ensure case is covered. Update provided monthly for Governance Committee