Complaints and Compliments Policy
POLICY STATEMENT
We are dedicated to providing high-quality care and exceptional service to all our patients. We understand the importance of addressing both complaints and compliments as part of our commitment to continuous improvement and patient satisfaction. This policy outlines the process for submitting a complaint or compliment, ensuring that feedback is handled with transparency, responsiveness, and respect.
We take all complaints seriously and are committed to thoroughly investigating any concerns raised by our patients. This policy ensures that all feedback is handled professionally and efficiently to improve the quality of our services.
PROCEDURE
If a patient wishes to make a complaint or share a compliment, they may contact us using the details provided on our website.
Stage 1: Initial Complaint Submission
Patients can submit complaints through email, our website’s contact form, or by phone. If a verbal complaint is made, the staff member receiving the complaint will document the issue in writing and, if needed, offer support such as language services or assistance with understanding the process.
A Complaints Form will be completed to gather necessary details about the complaint, including the nature of the issue and any relevant information.
Complaints will be recorded in the clinic’s central Complaints Ledger by the team, and we will acknowledge the complaint within 5 working days.
Note: Patients will be assured that submitting a complaint will not result in any discrimination or disadvantage. We are committed to providing support to those who need help navigating the complaints process.
Stage 2: Acknowledgement of the Complaint
Upon receiving the complaint, a designated staff member will acknowledge it in writing. A Complaint Acknowledgement Letter will be sent to the patient, along with a copy of our Complaints Policy and a pre-addressed envelope for returning any additional details.
If necessary, we will request further information to properly investigate the issue.
Stage 3: Investigation of the Complaint
A relevant team member will fully investigate the complaint. All investigations will be completed within 10 working days. The investigation process will be documented using the Complaint Investigation Form, noting the steps taken and any proposed actions.
Stage 4: Outcome Communication
The findings of the investigation and any resulting actions will be communicated to the patient within 28 days. The outcome will be documented on the Complaint Outcome Form, and any necessary follow-up actions will be included. A copy of the Appeals Procedure will also be provided if the patient is dissatisfied with the outcome.
Storage and Record Keeping
Records of complaints will be securely stored in the patient’s digital file and the relevant team member’s records. These records will be retained for a minimum of 3 years from the date of the last entry.
The Nominated Staff Member will review complaints and compliments quarterly to identify trends and areas for improvement.
Appeals Procedure
If a complainant is dissatisfied with the outcome of their complaint, they have the right to appeal.
Stage 5: Appeal Submission
If the complainant believes they were treated unfairly, there was a breach of confidentiality, or the investigation did not meet expectations, they may submit an Appeals Form to Dr. Naomi Mackle within 14 working days.
The appeal will be reviewed by the designated staff member, and a response will be provided within 14 working days.
Stage 6: Appeal Outcome
The outcome of the appeal will be communicated to the complainant through the Complaint Outcome Form. The decision may result in the original complaint being upheld, revised, or dismissed. If the issue remains unresolved, the complainant may contact a relevant oversight body such as ISCAS.
COMPLIMENTS
We truly value compliments and positive feedback from our patients. If a compliment is made about a specific practitioner or team member, it will be forwarded to the individual concerned, and a note will be added to their professional records.
Written compliments will be filed in the Compliments Portfolio, and verbal compliments will be documented by the team and added to the records.
Any compliments related to the clinic’s services as a whole will be recorded in the Compliments and Complaints Ledger. These records will also be reviewed regularly to identify trends and enhance patient care, with a summary available to regulatory bodies on request.
In the event that you have a complaint you can direct it to us in the following way.
By Telephone: 020 3769 3937
By Email: info@adaredermatology.co.uk
By Post: 18 Park Walk, Chelsea, SW10 0AQ
FINAL NOTE
We are committed to fostering an environment of respect, openness, and continuous improvement. All feedback—whether complaints or compliments—is taken seriously and contributes to our efforts to deliver the highest quality services to our patients. By addressing both concerns and praise, we aim to continually refine our services and ensure that every patient receives the best possible care.