Complaints

 

 

 

 

 

 

 

COMPLAINTS PROCEDURE

Responsible Person: Dr Nikki Ramskill (Registered Manager)

We are committed to providing a high standard of care. If you are unhappy with any aspect of our service, we encourage you to let us know so we can address your concerns promptly and fairly.

How to Make a Complaint

You can make a complaint in the following ways:

• In person at reception
• By telephone
• In writing (email or letter)

Complaints may be made by:

• A patient
• A former patient
• Someone acting on a patient’s behalf (with consent)
• A relative or representative where the patient is unable to complain themselves

If you raise your concern verbally, we may document it and ask you to confirm that it accurately reflects your complaint.

Timeframe for Complaints

You should normally raise your complaint within:

• 12 months of the incident, or
• 12 months from when you became aware of the issue

We may extend this timeframe where there is a valid reason and it is still possible to investigate fairly. What Happens Next

Acknowledgement

• We will acknowledge your complaint within 3 working days.

Initial Discussion

We may contact you to:

• Clarify the details of your complaint
• Understand your expectations
• Agree on timescales for response

Investigation

• Your complaint will be investigated thoroughly and fairly
• We will keep a written record of the investigation
• If needed, we may request your consent to obtain further information

Response Time

• We aim to provide a full response within 10 working days
• If this is not possible, we will update you on progress and expected timelines

Our Approach

We will ensure that:

• Your complaint is handled respectfully and confidentially
• You are not disadvantaged in any way regarding your ongoing care
• We provide a clear explanation of findings
• We apologise where appropriate and explain any corrective actions

Safeguarding

If your complaint raises safeguarding concerns (for example, safety, wellbeing, or professional conduct), these will be addressed in line with safeguarding procedures.

If You Are Not Satisfied

If you remain dissatisfied after our final response, you may escalate your complaint: Independent Doctors Federation (IDF)

Independent Doctors Federation

• Phone: 020 3696 4080
• Email: info@idf.uk.net

Their complaints process includes:

1. Local resolution (with the practice)
2. Independent review
3. External adjudication

ISCAS Independent Adjudication

Independent Sector Complaints Adjudication Service

If the complaint remains unresolved, you may request independent adjudication throughISCAS.

CQC (Care Quality Commissioner)
Email: enquiries@cqc.org.uk Telephone: 03000 616161

Unreasonable Behaviour

In rare cases where behaviour becomes unreasonable or abusive, we may:

• Appoint a single point of contact
• Limit communication methods or frequency
• Set clear expectations for conduct

Confidentiality

All complaints are handled in strict confidence in accordance with:

• GDPR
• Data Protection Act 2018

Complaint records are stored securely and separately from medical records. Learning and Improvement

We review complaints annually to improve our services. This includes:

• Trends and themes
• Lessons learned
• Changes made to care or processes

A summary report is available on request.

Withdrawal of a Complaint

You may withdraw your complaint at any time. We will confirm this in writing.