OUR COMPLAINTS PROCEDURE
How to make a complaint?
We hope that you are always satisfied with the level of care that you receive, however if you wish to make a complaint we will ensure that is it handled promptly and professionally.
We take complaints very seriously and are committed to addressing situations where expectations have not been met or where our conduct and standards have not been upheld.
If you are unhappy with the facilities or services you have received from our clinic or from the practitioner looking after you we would like to know about this as soon as possible so we can investigate your concerns and explain apologies and take positive action where necessary.
MEDICAL COMPLAINT PROCEDURE
The Clinic Manager is the person responsible for handling patient feedback and complaints. In her absence the Medical Director is responsible. Details are as follows:
Clinic Manager: Lucy Darby
The Clinic procedures for dealing with comments and complaints follow established principles of good complaint handling and are understood by everyone working at the Clinic.
Procedures are reviewed on a regular basis.
VERBAL COMPLAINTS
All verbal complaints received either by phone or in person are recorded in a complaints log and are actioned accordingly. Front of house staff who receive a verbal complaint are expected to seek to solve the problem immediately. If they cannot solve the problem immediately, they will contact their Manager to address the problem.
After talking the problem through, the Manager or member of staff dealing with the complaint will suggest a course of action to resolve it. If this course of action is acceptable then the member of staff should clarify the agreement with the complainant and agree a way in which the results of the complaint will be communicated to the complainant (i.e. through another meeting or by letter).
If the suggested plan of action is not acceptable to the complainant, then the member of staff or manager will ask the complainant to put their complaint in writing to the registered manager.
WRITTEN COMPLAINTS
The written complaint should be addressed to the Clinic Manager who will acknowledges the complaint in writing within 2 working days (unless a full response can be sent within 5 days). A full response in writing, setting out the conclusion of the investigation and action, if any, taken in respect of it, is to be made within 20working days of receipt of the complaint, unless the investigation is still in progress, in which case a letter explaining the reasons for the delay, is to be sent to the complainant.
Meetings between the parties concerned may need to take place to clarify the nature and detail of the complaint. Such meetings may extend and take place outside the time frame set out in the preceding paragraph but such meetings must take place in privacy and at a mutually convenient time. Meetings will be recorded. As far as possible, we aim to resolve complaints to the satisfaction of the person raising the complaint. There may be occasions when it is not possible to satisfy the complainant for example, if the complaint falls outside the responsibility of the Clinic or cannot be upheld.
Where a complaint cannot be resolved between the parties, an arbitration service (Grace Medical subscribe to the Independent Healthcare Sector Complaints Adjudication Service - ISCAS) will be used. ISCAS and its
findings will be final to both parties.
THE CONTACT DETAILS OF ISCAS
Independent Healthcare Sector Complaints Adjudication Service (ISCAS)
70 Fleet Street, London EC4Y 1EU
Additional information for patients about ISCAS can be found at:
https://www.iscas.org.uk/what-iscas-can-do
The outcomes of the investigation and the meeting are recorded in the Complaint Log and any shortcomings in company procedures will be identified and acted upon. The Clinical Governance Committee formally reviews all complaints at least every three months as part of its quality monitoring and improvement procedures to identify the lessons learned.
COMPLAINTS MADE ON BEHALF OF A THIRD PARTY
Please note that if the complaint is being made on behalf of the patient by a relative or other representative (advocate),Dr Tim Evans & Associates has the right to first verify that the person has permission to speak for the patient, especially if confidential information is involved.
THE CARE QUALITY COMMISSION
Healthcare clinics such as Dr Tim Evans & Associates are required to be registered by the Care Quality Commission (CQC) which regulates Health and Adult Social Care Services. The CQC does not investigate Complaints but considers relevant information about Clinics and clinics providing regulated activities within the term of the legislation.
They can be contacted at:
The Care Quality Commission (CQC) Citygate, Gallowgate Newcastle Upon Tyne
NE1 4PA
Telephone 03000 616161