Patient Complaint Policy
1. Purpose
The purpose of this policy is to provide a structured, transparent, and fair process for patients who wish to raise concerns or complaints about the care or service they received at Nine Elms Clinic.
2. Scope
This policy applies to all patients, family members, and caregivers who wish to make a complaint regarding the services provided by Nine Elms Clinic.
3. Principles
• Patient-Centered: The clinic respects the rights of patients to express dissatisfaction and aims to resolve complaints in a timely and satisfactory manner.
• Transparency: All processes related to complaint handling will be clear, and patients will be informed of their rights.
• Confidentiality: Complaints will be treated with confidentiality, ensuring the privacy of the patient and those involved.
• Continuous Improvement: Feedback and complaints will be used to improve clinic services and patient care.
4. Procedure for Making a Complaint
- How to Lodge a Complaint:
• In-Person: Speak directly with the clinic manager or front desk staff.
• By Phone: Contact the clinic’s designated complaints hotline at [phone number].
• In Writing: Send a written complaint via email to contact@nineelmsclinic.com or by mail to the clinic’s address.
2. Information to Include:
• Full name, contact details, and date of the complaint.
• A detailed description of the issue, including dates, staff involved, and any relevant details.
• Preferred resolution or outcome.
3. Time Frame for Complaints:
•Complaints should be submitted within 30 days of the incident to ensure a timely resolution.
5. Acknowledgment and Investigation Process
1. Acknowledgment:
• All complaints will be acknowledged in writing within 2 working days of receipt.
2. Investigation:
• The clinic will assign a Complaint Officer or Manager to investigate the issue. The investigation may include reviewing patient records, speaking to involved staff members, and gathering all relevant information.
• The patient may be contacted for further details, if necessary.
3. Response Time:
• A formal response will be provided to the patient within 10 working days after receipt of the complaint. If more time is required, the patient will be informed of the reason for the delay and provided with an updated timeline.
6. Resolution and Outcome
- Resolution:
• The outcome of the investigation will be communicated to the patient in writing.
• If the complaint is upheld, the clinic will outline the actions taken to resolve the issue.
• If the complaint is not upheld, reasons for the decision will be provided, along with any further steps the patient can take.
2. Follow-Up:
• If the patient is unsatisfied with the response, they may request a follow-up meeting with the clinic manager or escalate the complaint to a relevant external authority (e.g., healthcare regulator).
7. Escalation
If the patient remains dissatisfied with the resolution provided, they can escalate their complaint to:
• The Care Quality Commission (CQC)
• Health Ombudsman or relevant health authority
8. Record Keeping
• All complaints, investigations, and outcomes will be documented and retained for audit and quality improvement purposes.
9. Training
All clinic staff will be trained on the complaints handling process to ensure that patient concerns are managed appropriately and professionally.