Complaints

Complaints Lead 

The Complaints Lead for this Clinic is: Asmaa Ismail

Complaints should be managed following the below Patient Complaints Procedure in accordance with this Policy) and this overview on Patient Complaints Management. The Complaints Handling Policy and Patient Complaints Procedure should be reviewed regularly by the Clinic and this is carried out at least annually. All new team members must be trained on complaints management at their Staff Induction.

Definitions

A compliment is an expression of satisfaction about the standard of service we provide.

 A complaint is defined as any expression of dissatisfaction; however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method. All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the word “complain” or “complaint” is not used.

New Complaints Principles 

1.All patient feedback is important to us 

2.We want to make it easy for patients to raise a concern or complain, if they need to 

3.We follow a complaints procedure and keep patients informed 

4.We will try to answer all patient questions and any concerns raised 

5.We want patients to have a positive experience of making a complaint 

6.Patient feedback helps us to improve our service 

The aim of these principles is to help the Clinic and patients to get the most from feedback and complaints. A poster and leaflet showing these core principles are available for display in the Clinic. It is not a requirement to display the poster, but it is considered best practice. 

Display and publishing of complaints procedure 

The Patients Complaints Procedure is displayed in the Clinic where patients can easily see it. 

Complaints

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently, and wherever possible resolved to the complainant's satisfaction.

 Responsibilities

 Aesculus Clinic’s responsibility will be to:

·       Acknowledge the complaint in writing

·       Respond within a stated period of time

·       Deal reasonably and sensitively to the complaint; and

·       Take action where appropriate

 Complaints Procedure

Written records must be made by Aesculus Clinic at each stage of the procedure.

Stage 1

 In the first instance, staff member(s) must establish the seriousness of the complaint. An informal approach may be appropriate when it can be achieved. However, if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

 Stage 2

If the complaint cannot be resolved informally, the complainant should be advised that a formal complaint may be made, and the following procedure should be explained to them. It may sometimes be appropriate for a different member of staff, preferably the complaint’s lead, to make this explanation.

a)     A formal complaint can be made either verbally or in writing. If in writing, a complaint’s form should be used. If verbally, a statement should be taken by the complaints lead. In all events of a complaint, the complaint lead should be notified.

b)     The complaint should be acknowledged within three working days of receiving it, detailing time frames for investigations and responses. Any anticipated delays in responding to the complainant within the original specified timeframe must be communicated as soon as practicable with the complainant. The complaints procedure must also be sent with this acknowledgement.

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c)     The complaint should be investigated and any conclusions reached should be discussed with the staff member involved and the clinic owner, Asmaa Ismail.

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d)     The complainant shall receive a notice of the investigation outcome within 20 working days of the complaint being received. If this is not possible, they must be notified in writing explaining why, and a new timeframe for a response should be proposed.

Stage 3

 If the complainant is not satisfied with the above decision, they can request to be referred to The Centre for Effective Dispute Resolution, a membership mediation service for handling complaints once internal complaints handling processes have been exhausted. The decision of The Centre for Effective Dispute Resolution will be final.

Centre for Effective Dispute Resolution

 Contact Details

CEDR

Address:100 St Paul’s Churchyard, London, EC4m 8BU

Website: https://www.cedr.com (Online form available)

Telephone: 020 7536 6000