1. Purpose
We are committed to providing the highest standard of care. If you are unhappy with any aspect of our service, we encourage you to tell us so we can put things right, learn from the experience, and improve.
2. Scope
This policy applies to:
- Patients
- Patient representatives
- Visitors
- Anyone affected by our services
It covers all complaints about clinical care, administration, facilities, or staff conduct.
3. Our Commitment
We will:
- Treat all complaints seriously, fairly, and confidentially
- Handle complaints without discrimination or prejudice
- Aim to resolve issues quickly and informally where possible
- Keep you informed throughout the process
- Use feedback to improve our services
4. How to Make a Complaint
You can make a complaint:
- In person – speak to any member of staff
- In writing – email [email protected]
- Via a representative – if you authorise someone to act on your behalf
Please provide:
- Your name and contact details
- Details of what happened, when, and where
- Names of staff involved (if known)
- What outcome you are seeking
5. Time Limits
Complaints should be made within 12 months of the event (or of becoming aware of it). We may still investigate older complaints if there is a good reason for the delay.
6. What Happens Next
- Acknowledgement – We will acknowledge your complaint within 3 working days.
- Investigation – A senior member of staff will review the matter, speak to those involved, and gather relevant information.
- Response – We aim to provide a full written response within 20 working days. If more time is needed, we will explain why and give you a revised timescale.
- Outcome – We will explain our findings, any actions taken, and your right to escalate if you are not satisfied.
7. If You’re Not Satisfied
If you remain unhappy after our final response, you can escalate to:
Parliamentary and Health Service Ombudsman (PHSO)
Website: www.ombudsman.org.uk
Tel: 0345 015 4033
For private healthcare complaints, you may contact:
Independent Sector Complaints Adjudication Service (ISCAS)
Website: www.iscas.org.uk
Tel: 020 7536 6091
8. Confidentiality
All complaints will be handled in line with UK GDPR and Data Protection Act 2018. Information will only be shared with those directly involved in investigating and resolving the complaint.
9. Learning from Complaints
We regularly review complaints to identify trends, improve training, and enhance patient care.
10. Policy Review
This policy will be reviewed annually or sooner if required by law or regulation.
Date: 08/10/2025
Review Date: 10/2026