Complaints Procedure

Introduction

 This procedure sets out the Clinic’s approach to the handling of complaints and is intended both as an internal guide that should be made readily available to all staff, and also as a summary setting out the approach to complaint handling that should be available for any client requesting a copy.

From 1st April 2009 a common approach to the handling of complaints was introduced across health and adult social care. This procedure complies with this.

Policy

The Clinic will take reasonable steps to ensure that clients are aware of:

  • The complaints procedure.
  • The time limit for resolution.
  • How it will be dealt with.
  • Who will deal with it?
  • Lead Nurse handling complaints.
  • Their right of appeal
  • Further action they can take if not satisfied.
  • The fact that any issues will not affect any ongoing treatment from the clinic and they will continue to be treated.

 Procedure

 Receiving of complaints

 The Clinic may:

(a) receive a complaint made by, or (with her consent) on behalf of a client, or former client, who is receiving or has received treatment at the Clinic.

(b) where the client is incapable of making a complaint, by a relative or other adult who has an interest in her welfare.

Period within which complaints can be made

The period for making a complaint is normally:
(a) 12 months from the date on which the event which is the subject of the complaint occurred; or

(b) 12 months from the date on which the event which is the subject of the complaint comes to the complainant's notice.

Complaints should normally be resolved within 6 months. The clinic standard will be 20 days for a response.

The Lead Nurse has the discretion to extend the time limits if the complainant has good reason for not making the complaint sooner, or where it is still possible to properly investigate the complaint despite extended delay

When considering an extension to the time limit it is important that the Lead Nurse takes into consideration that the passage of time may prevent an accurate recollection of events by the clinician concerned or by the person bringing the complaint. The collection of evidence, clinical guidelines or other resources relating to the time when the complaint event arose may also be difficult to establish or obtain. These factors may be considered as suitable reason for declining a time limit extension.

    Action upon receipt of a complaint

  • It is always better to try and deal with the complaint at the earliest opportunity and often it can be concluded at that point.
  • If it is not possible or the outcome is not satisfactory the client should be asked to put it in writing. This ensures that each side are well aware of the issues for resolution.  If the client does refuse to put it in writing, then it is advisable for the clinic to put it in writing and check that the client is happy with the detail of the complaint.
  • On receipt of a written complaint an acknowledgement will be sent within three days. It should also say who is dealing with it i.e. which clinician.
  • If it is not possible to conclude any investigations with in the 20 days, then the client should be updated with progress and possible time scales.
  • A full investigation should take place with written notes and a log of the progress being made.
  • It may be that outside sources will need to be contacted and if that is the case then a client consent form will need to be signed to make such a request.

Unreasonable Complaints

Where a complainant becomes aggressive or, despite effective complaint handling, unreasonable in their promotion of the complaint, some or all of the following formal provisions will apply and will be communicated to the patient:

  • The complaint will be managed by one named individual at senior level who will be the only contact for the patient
  • Contact will be limited to one method only (e.g. in writing)
  • Place a time limit on each contact
  • The number of contacts in a time period will be restricted
  • A witness will be present for all contacts
  • Repeated complaints about the same issue will be refused
  • Only acknowledge correspondence regarding a closed matter, not respond to it
  • Set behaviour standards
  • Return irrelevant documentation
  • Keep detailed records

Final Response

This will include:
A clear statement of the issues, investigations and the findings, giving clear evidence-based reasons for decisions if appropriate

  • Where errors have occurred, explain these fully and state what will be done to put these right, or prevent repetition
  • A focus on fair and proportionate outcomes for the client, including any remedial action or compensation
  • A clear statement that the response is the final one, or that further action or reports will be send later
  • An apology or explanation as appropriate
  • A statement of the right to escalate the complaint, together with the relevant contact detail
  • It should also advise on the next step in the process if the complainant is still not satisfied.   That would normally be an offer of an online meeting with the Lead Nurse to try further reconciliation.
  • If at that point resolution is still not achieved then either side can refer the matter to the Health Commissioner.

Annual Review of Complaints

The practice will establish an annual complaints report, incorporating a review of complaints received, along with any learning issues or changes to procedures which have arisen. This report is to be made available to any person who requests it, and may form part of the Freedom of Information Act Publication Scheme.

This will include:

  • Statistics on the number of complaints received
  • Justified / unjustified analysis
  • Known referrals to the Ombudsman
  • Subject matter / categorisation / clinical care
  • Learning points
  • Methods of complaints management
  • Any changes to procedure, policies or care which have resulted

Confidentiality
All complaints must be treated in the strictest confidence.
The clinic  must keep a record of all complaints and copies of all correspondence relating to complaints, but such records must be kept separate from patients' medical records.

Data Protection Complaints Process

If you have any concerns about how we collect, use or store your personal data, you can raise a data protection complaint with us at any time. Under the Data (Use and Access) Act 2025, we operate a formal and accessible complaints process. You can contact us through any communication channel, including email, our website form, post, or by speaking to a member of our team. We will acknowledge your complaint within 30 days and investigate it without undue delay, keeping you informed throughout. If you are not satisfied with our response, you have the right to escalate your concern to the Information Commissioner’s Office (ICO).

For more information, please see our full Data Protection Complaints Policy.