A. Confidentiality Notice

This document and the information contained herein is the property of House of Health UK (“the Organisation”).

This document contains information that is privileged, confidential, or otherwise protected from disclosure. It must not be used by, or its contents reproduced or otherwise copied or disclosed without prior written consent from House of Health UK.

1. INTRODUCTION

This policy outlines the procedures and responsibilities within House of Health UK (“the Organisation”) for handling any concerns, issues, or complaints that may arise.

RELEVANT CQC FUNDAMENTAL STANDARD/H+SC ACT REGULATION (2014)

Regulation 16: “Complaints”

3. PURPOSE AND OBJECTIVES

The purpose of this policy is to ensure that any complaints or concerns from service users are managed effectively. House of Health UK, while an independent body, aspires to meet the principles set out in the NHS Constitution, including:

• The right to have any complaint about our services dealt with efficiently and properly investigated.
• The right to know the outcome of any investigation into a complaint.
• The right to escalate a complaint to independent review if the initial handling does not satisfy the complainant.
• A commitment to treating service users with courtesy and providing appropriate support throughout the complaint process, ensuring that raising a complaint does not adversely affect their future treatment.
• Acknowledging mistakes, offering apologies, explaining what went wrong, and rectifying the issue quickly and effectively.
• Demonstrating our commitment to learning from complaints to improve our services.

This policy serves to guide how service user concerns or complaints should be managed within the organisation.

4. DUTIES AND RESPONSIBILITIES

The CQC Registered Manager holds overall responsibility for developing, implementing, and operating this policy regarding complaints. They will lead and oversee the implementation process, monitoring compliance and effectiveness.

Our designated Complaints Manager is Dr. Anita Raja. In cases where the complaint is against her, Dr. Syed Abbas will handle the matter to ensure transparency.

Registered Manager Responsibilities:

• Manage procedures for handling and considering complaints.
• Ensure that replies are drafted and signed by the CQC Registered Manager or an authorized person.
• Take necessary actions based on the outcome of a complaint or investigation.
• Effectively manage the complaints procedure.

5. POLICY STATEMENT

Everyone has the right to expect a positive experience and good treatment outcomes. In the event of a concern or complaint, service users have the right to be listened to and treated with respect.

As an authorized provider, House of Health UK will manage complaints appropriately, ensuring that user concerns are addressed effectively. Good complaint handling is crucial as it ensures users receive the services they expect. Complaints are also a valuable source of feedback that can highlight service delivery failures and provide opportunities for improvement.

Our Aims & Objectives:

• Provide a service that meets the needs of our service users while striving for high standards of care.
• Welcome suggestions from service users and staff regarding safety and quality.
• Commit to an effective and fair complaints system.
• Foster a culture of openness and a willingness to learn from incidents, including complaints.

6. OUR COMPLAINTS PRINCIPLES

• Service users are encouraged to provide suggestions, compliments, concerns, and complaints through various channels.
• All complainants are treated with respect, sensitivity, and confidentiality.
• Complaints are handled without prejudice or assumptions regarding their severity, with an emphasis on resolution.
• Service users and staff can make complaints confidentially or anonymously, ensuring their identity is protected.
• Service users will not face discrimination or adverse consequences for making a complaint.

7. MANAGING COMPLAINTS

All staff are expected to encourage service users to provide feedback, including complaints. Staff should attempt to resolve complaints at the point of service whenever possible.

8. RESOLUTION

The resolution process will include:

• An expression of regret for any distress caused.
• An explanation of known facts without speculation or blame.
• Consideration of the problem and the outcome the user seeks, proposing a solution.
• Confirmation that the service user is satisfied with the proposed solution.

Staff should consult their manager if resolving the problem exceeds their responsibilities.

9. IF THE COMPLAINT IS NOT RESOLVED

Unresolved complaints received via email that require follow-up are considered formal complaints. Our designated complaints manager coordinates the resolution of formal complaints in close collaboration with involved staff.

10. STAFF TRAINING

All staff will receive appropriate training to manage complaints competently. Regular reviews will be conducted by the complaints manager to ensure staff understand the complaints process.

11. PROMOTING FEEDBACK

Information about the complaints policy is provided through various channels, including our website.

12. RISK ASSESSMENT

After receiving a formal complaint, our CQC Registered Manager reviews the issues in consultation with relevant parties.

13. ASSESSING RESOLUTION OPTIONS

Formal complaints are typically resolved through direct negotiation with the complainant. However, some complaints may require assistance from external dispute resolution providers. The complaints manager will guide the complainant to appropriate external bodies if:

• The complaint involves a senior manager responsible for the investigation.
• Complex issues requiring external expertise arise.
• The complaint cannot be resolved internally to the complainant’s satisfaction.

14. TIMEFRAMES

• Formal complaints are acknowledged via email within 48 hours, providing contact details and outlining how the complaint will be handled.
• If external notification or consultation is required, this will occur within three days of identification.
• Formal complaints will be investigated and resolved within 28 days. If unresolved within this timeframe, the complainant will receive an update.
• All complaints should be made 12 months from the date on which the event which is the subject of complaint occurred; or 12 months from the date on which the event which is the subject of the complaint comes to complainant’s office

15. RECORDS AND PRIVACY

The complaints manager maintains a complaints record. Personal information is kept confidential and only accessible to those who need it for resolution. Complainants will be informed about how their information will be used during the investigation.

16. OPEN DISCLOSURE AND FAIRNESS

Complainants will receive an explanation of what occurred, based on known facts. At the conclusion of an inquiry, both the complainant and relevant staff will be provided with all established facts, causal factors, recommendations for improvement, and the rationale behind decisions.

17. INVESTIGATION AND RESOLUTION

The complaints manager will investigate complaints to identify what happened, the underlying causes, and preventive strategies. This may involve:

• Engaging with staff directly involved.
• Listening to the complainant’s views.
• Reviewing medical and other records.
• Examining relevant policies, standards, or guidelines.

18. COMPLAINTS ABOUT INDIVIDUALS

If a staff member is specifically mentioned in a complaint, the practice manager will investigate by:

• Informing the staff member of the complaint.
• Ensuring minimal contact between the staff member and the complainant during the investigation.
• Maintaining fairness and confidentiality throughout.
• Encouraging the staff member to seek support from their professional association.

Staff members will provide a factual report of the incident and suggest preventive measures. Findings regarding individual staff members will be addressed through the appropriate disciplinary processes.

19. REPORTING AND RECORDING COMPLAINTS

The complaints manager will prepare regular reports on the number, type, outcomes of complaints, and recommendations for change. These reports will be shared with staff and the practice manager and may be used in audits and appraisals.

Case studies using anonymized complaints will be periodically prepared to illustrate how complaints are resolved and followed up, serving as a resource for staff training and improvement.

20. MONITORING AND EVALUATION

The complaints manager will continuously monitor the time taken to resolve complaints and the effectiveness of recommended changes. An annual review of the complaints management system will evaluate compliance with the policy and best practice guidelines, soliciting feedback from users and staff on their awareness and experience of the process.

21. Escalation of Complaint

The following routes will be open to patients in the event that a complaint cannot be satisfactorily resolved directly with the organisation:

i) NHS patients can contact the Health Service Ombudsman.

ii) NHS patients can refer the matter to the local Commissioning Body (e.g., Clinical Commissioning Group) or the Department of Health/Secretary of State for Health.

iii) Seeking assistance from the Patients Association.

iv) Raising the matter with the Care Quality Commission.

v) Contacting the Independent Healthcare Advisory Services (IHAS).

vi) Contacting the Citizens Advice Service.

This policy will ensure that House of Health UK maintains the highest standards of service and addresses any concerns effectively.

We also offer an independent way to complain via The Independent Doctors Federation’s three-stage Patient Complaints Procedure:

Stage 1 involves the doctor and the practice which is the subject of a complaint.

At Stage 2, the IDF Chief Executive Officer considers the complaint with input from the complainant and the doctor who is the subject of the complaint.

Thereafter, unresolved complaints move into Stage 3 with referral to the Independent Sector Complaints Advisory Service (ISCAS), an independent body.

Copyright ©2011 Independent Healthcare Advisory Services Ltd. All rights reserved. This work is registered with the UK Copyright Service: Registration number 98417332606.

All doctors connected to the IDF for revalidation are covered by the IDF Patient Complaints Procedure. Members connected to another designated body may or may not be covered by the IDF Patient Complaints Procedure.

To proceed to Stage 2, please put your complaint in writing to:

IDF CEO
The Medical Society of London
Lettsom House
11 Chandos St
Marylebone
London
W1G 9EB

For further information which may be of assistance to you, please visit the ISCAS website – http://www.iscas.org.uk.

You may find the ISCAS documents below useful:

• ISCAS Code of Practice
• ISCAS Goodwill Payments Guide
• ISCAS Guidance for Managing Unacceptable Behaviour by Complainants
• ISCAS Patient Guide for Making Complaints

Alternatively, patients can contact ICAS (Independent Complaints Advocacy Service) to issue a complaint.