CRN North Thames Issue Resolution Procedure
Contents
Contents
Executive summary
Introduction
Procedure Aim and Scope
Issue Resolution Procedure Process
Appendix 1 - CRN North Thames Contacts
Appendix 2 - CRN North Thames Senior Management / Leadership
Appendix 3 - Single points of contact (SPoC)
Executive summary
This procedure has been developed so that stakeholders can raise any matters of concern which may arise in relation to CRN North Thames (CRN NT) business. This document outlines how to raise a concern or complaint with a view to having the issue considered, and hopefully resolved in a timely manner.
The document sets out time frames so that any issues can be addressed and swiftly resolved, as close to source as possible. A key principle is that wherever possible, issues are resolved on an informal basis. It should be noted that this procedure is intended to be used specifically for CRN-related matters and should in no way supersede existing local NHS trust or organisational policies and procedures. This procedure does not apply to staffing-related matters, which are covered within existing employment arrangements.
The Executive Leads for this procedure are the CRN North Thames Clinical Directors and the CRN North Thames Nominated Executive Lead at the Host Organisation (Barts Health NHS Trust's Medical Director).
Introduction
This document describes the procedure for managing concerns and disputes in relation to matters relating to the operation of CRN North Thames business.
Concerns or disputes could be issues that stakeholders raise with CRN North Thames where it is felt an unsatisfactory decision has been made. Examples may relate to decisions made or policy/processes implemented in relation to the CRN North Thames core business of clinical research delivery across the region.
CRN North Thames recognises the importance of good communication and engagement with stakeholders and partners to facilitate successful partnership working. It is expected that partners will communicate with relevant CRN staff and managers, and inform them of any potential concerns as early as possible.
Partners should expect CRN staff and managers to listen to their concerns, respond and deal with them in a timely manner.
Wherever possible, to maintain good relations, concerns or disputes will be resolved informally, and by reference to their initial point of contact. This procedure is for use in those situations where informal resolution has not been possible.
Procedure Aim and Scope
The aim of this procedure is that all issues are dealt with in a fair and timely manner and as near as possible to the point of origin.
This procedure is to enable parties to raise matters of concern or dissatisfaction with CRN North Thames.
This procedure applies to all stakeholders, those in receipt of funding from CRN North Thames, including Partner Organisations (Categories A, B and C), along with other stakeholders and partners whom the CRN interacts with during the course of usual business operations.
Each partner organisation has an identified senior CRN NT manager acting as a Single Point of Contact - see Appendix 3
The party with a concern should normally raise it with the immediate CRN NT manager involved verbally, ideally within two weeks of becoming aware of the issue.
The Single Point of Contact will acknowledge the concern and respond verbally or in writing as soon as possible and make all reasonable endeavours to resolve the concern informally.
A meeting or phone call can be arranged to discuss the issue, if appropriate. If there is failure to resolve the issue, the concerned party should proceed to Escalation Procedure Stage 1.
Issue Resolution Procedure Process
Where possible, a concern or dispute should be raised promptly, and ideally within 2 weeks of their first becoming aware of the source of the issue. In cases where issues have not been raised within this time frame, the resolution process will consider the circumstances of this.
It is recognised that occasionally there may be sound practical reasons why the resolution of the issue is subject to delay or where a time limit cannot be complied with on either side, or where it would help to allow additional time for resolution at that level. Where there are likely to be delays in the process, the appropriate manager should contact the party involved explaining the reasons for the delay and the likely timescales for resolution.
Issues may be referred back to any previous stage of the procedure by joint agreement if it appears likely that to do so will bring a quicker or more acceptable solution.
Managers should carry out any necessary investigations to establish the facts of each case.
No manager may hear a concern at more than one stage of the procedure.
A party may withdraw their concern at any stage of the procedure, should they wish to do so.
Issue Resolution Procedure Stages
Stage 1
First in line Deputy Chief Operating Officer (dCOO): Adeeba Asghar/Chief Operating Officer (COO): Sharon Barrett
The party with a concern should contact the next in line, preferably by email.
The next in line manager at CRN NT will aim to resolve the concern and will respond verbally or in writing as soon as possible.
A further meeting or phone call can be arranged to discuss the issue, if appropriate.
If there is still failure to resolve the issue, the concerned party should notify the dCOO/COO who will direct the issue to Stage 2.
Stage 2
Next in line CRN NT co-Clinical Directors: Professor Margaret Johnson and Professor David Wheeler
The CRN NT dCOO/COO at Stage 2 will provide notification of the concern along with any additional information detailing why the party remains dissatisfied to the co-Clinical Directors as soon as possible.
The co-Clinical Directors will aim to resolve the concern and if appropriate, will arrange a meeting or phone call within four weeks (subject to availability of the parties) to discuss the issue further.
If there is still failure to resolve the issue, the concerned party should notify the Clinical Directors who will direct the issue to Stage 3.
Stage 3
Next in line: LCRN Host Organisation Nominated Executive Director: Dr Alistair Chesser, Medical Director, Barts Health NHS Trust
If the concern has still not been resolved, it will be formally escalated to the CRN NT Nominated Executive Director by the CD/COO as soon as possible.
The CRN NT Nominated Executive Director will then seek to address it.
If there is still failure to resolve the issue subsequently, the concerned party should notify the Host Nominated Executive Director, who will direct the issue to Stage 4.
Stage 4
Next in line: LCRN Host Organisation Chief Executive Officer: Dame Alwen Williams, Barts Health NHS Trust
If there is still failure to resolve the concern, the CRN NT Host Organisation Chief Executive Officer will then seek to address it.
If there is still failure to resolve the concern subsequently, it will be referred to in accordance with the national escalation process as described in the NIHR CRN Performance and Operating Framework and CRN North Thames Governance Framework. The issue will enter this process at stage 4-5 by bringing it to the attention of the National Coordinating Centre, as outlined below.
Stage 5
Next in line: National Chief Operating Officer, CRN Coordinating Centre: John Sitzia
If there is still failure to resolve the concern, it will be formally escalated to the National Chief Operating Officer, CRN Coordinating Centre by the LCRN Chief Executive Officer as soon as possible.
The National Chief Operating Officer, CRN Coordinating Centre will then seek to address it.
Stage 6
Next in line: Chief Executive Officer, CRN Coordinating Centre: Dr William van’t Hoff
If there is still failure to resolve the concern, it will be formally escalated to the Chief Executive Officer, CRN Coordinating Centre by the National Chief Operating Officer as soon as possible.
The Chief Executive Officer, CRN Coordinating Centre will then seek to address it.
Appendix 1 - CRN North Thames Contacts
Division 1
(Cancer)
Nicola Johnson, Research Delivery Manager - nicola.johnson@nihr.ac.uk
Yusura Bakar, Senior Portfolio Officer - yusura.bakar@nihr.ac.uk
Division 2
(Cardiovascular, Diabetes, Metabolic & Endocrine, Kidney and Urinary Disorders, Stroke)
Michelle Oritsejafor, Research Delivery Manager - michelle.oritsejafor@nihr.ac.uk
Zenzi Fernandes, Senior Portfolio Officer - zenzi.fernandes@nihr.ac.uk
Division 3
(Genetics, Haematology, Children and Young People, Reproductive Health and Childbirth)
Christopher Spence, Research Delivery Manager - christopher.spence@nihr.ac.uk
Sadiyah Robbani, Senior Portfolio Officer - sadiyah.robbani@nihr.ac.uk
Division 4
(Dementia and Neurodegeneration, Mental Health, Neurological Disorders)
Maame Osei-Kyeremeh, Research Delivery Manager - maame.osei-kyeremeh@nihr.ac.uk
Division 5
(Ageing, Dermatology, Health Services Research Delivery, Oral and Dental, Musculoskeletal Disorders, Primary Care, Public Health)
Agnieszka Kieliszkowska, Senior Research Delivery Manager - agnieszka.kieliszkowska@nihr.ac.uk
Division 6
(Anaesthesia/perioperative medicine and pain management, Critical Care, Surgery, Ear, Nose and Throat (ENT), Infectious Diseases, Ophthalmology, Respiratory, Gastroenterology, Hepatology, Trauma and Emergency Care)
Caroline Williams, Senior Research Delivery Manager - caroline.williams@nihr.ac.uk
Appendix 2 - CRN North Thames Senior Management / Leadership
Senior Leadership
Professor David Wheeler, co-Clinical Director
d.wheeler@ucl.ac.uk
Professor Margaret Johnson, co-Clinical Director
margaret.johnson1@nhs.net
Dr Paul Fleming, Deputy Director
paulfleming1@nhs.net
Dr Sharon Barrett, Chief Operating Officer
sharon.barrett@nihr.ac.uk
07395 360 312
Adeeba Asghar, Deputy Chief Operating Officer
adeeba.asghar@nihr.ac.uk
07958 955748
Workforce Development
Deirdre Brooking, Workforce Development Lead
deirdre.brooking@nihr.ac.uk
07985 028473
Business Management
Anthony Loizou, Business Manager
anthony.loizou@nihr.ac.uk
07958955738
Industry/Life Sciences
Tabitha Skinner, Industry Operations Manager
tabitha.skinner@nihr.ac.uk
07958 955740
Finance
Arif Master, Senior Finance Manager
arif.master@nihr.ac.uk
07968 787 274
CRN North Thames is working with an increasing number of partners in settings such as social care and public health, and will liaise with relevant colleagues to support resolution of any issues should they arise.
Appendix 3 - Single points of contact (SPoC)
Barking, Havering and Redbridge University Hospitals NHS Trust
Harry de Jesus, Research Delivery Support Manager
harry.dejesus@nihr.ac.uk
Great Ormond Street for Children NHS Foundation Trust
Mid and South Essex NHS Foundation Trust
Moorfields Eye Hospital NHS Foundation Trust
Princess Alexandra Hospital NHS Trust
Caroline Williams, Research Delivery Manager
caroline.williams@nihr.ac.uk
020 7679 9780 / 07958 955 722
Barnet, Enfield And Haringey Mental Health NHS Trust
Camden & Islington NHS Foundation Trust
East London NHS Foundation Trust
Essex Partnership University NHS Foundation Trust
Hertfordshire Community NHS Trust
North East London NHS Foundation Trust
Royal National Orthopaedic Hospital NHS Trust
Tavistock and Portman NHS Foundation Trust
NOCLOR
Maame Osei-Kyeremeh, Research Delivery Manager - maame.osei-kyeremeh@nihr.ac.uk
Homerton University Hospital NHS Foundation Trust
North Middlesex University Hospital NHS Trust
Royal Free London NHS Foundation Trust
Whittington Health NHS Trust
Michelle Oritsejafor, Research Delivery Manager - michelle.oritsejafor@nihr.ac.uk
University College London Hospitals NHS Foundation Trust
Barts Health NHS Trust
Adeeba Asghar, Deputy Chief Operating Officer
adeeba.asghar@nihr.ac.uk
07958 955748
West Hertfordshire Hospitals NHS Trust
Ginette Hoare, Industry Operations Manager
ginette.hoare@nihr.ac.uk
07958 955740