Complaints

Introduction

This policy outlines the procedures for handling complaints in accordance with the Care Quality Commission (CQC) guidelines. Our practice is committed to providing high-quality care and ensuring that any concerns or complaints are addressed promptly, fairly, and effectively.

Policy Statement

We value feedback from our patients and their families. Complaints are an important source of information for improving our services. All complaints will be treated with respect and confidentiality, and no patient will be discriminated against for making a complaint.

Objectives

• To ensure complaints are handled in a manner that is consistent with CQC guidelines.
• To resolve complaints promptly and efficiently.
• To use complaints as an opportunity to improve our services.

Scope

This policy applies to all staff members, including cilinicans, administrative staff, and any other personnel involved in patient care.

Procedure for Making a Complaint

1. Informal Complaints
   • If a patient has a minor concern or issue, they are encouraged to discuss it directly with the staff member involved.
   • If the issue is not resolved, the patient should speak with the Registered Manager.
2. Formal Complaints
   • A formal complaint can be made in writing, by email, or verbally. The complaint should be directed to the Practice Manager.
   • The complaint should include:
     • Patient’s name and contact details
     • A detailed description of the complaint
     • Any relevant dates, times, and names of involved staff
     • Desired outcome or resolution
3. Acknowledgment
   • All formal complaints will be acknowledged in writing within three working days of receipt.
4. Investigation
   • The Registered Manager will investigate the complaint thoroughly, which may include:
     • Reviewing medical records and other relevant documents
     • Interviewing staff members involved
     • Gathering additional information from the patient, if necessary
   • The investigation will be completed within 20 working days. If more time is needed, the patient will be informed of the delay and the expected completion date.
5. Response
   • A written response will be provided to the patient, detailing:
     • The findings of the investigation
     • Any actions taken or to be taken as a result of the complaint
     • An apology, if appropriate
   • The response will include information on how to escalate the complaint if the patient is not satisfied with the outcome.

Record Keeping

All complaints and related documents will be stored securely and confidentially. A summary of complaints and their outcomes will be maintained and reviewed regularly to identify trends and improve services.

Monitoring and Review

This policy will be reviewed annually, or sooner if required, to ensure it remains in line with CQC guidelines and best practices. Feedback from patients and staff will be considered in the review process.

Contact Information

For any complaints, please contact:

• Practice Manager
• Telephone: 020 39301967
• Email: info@privatyepsyhiatry.co.uk
• Address: 10 Harley Street, London, W1G 9PF

By following this policy, we aim to provide a clear, fair, and effective process for handling complaints, ensuring that all patients feel their concerns are heard and addressed appropriately.