Complaints Policy
- Policy statement
1.1 Patients using the Vim Vitae Holdings Limited independent healthcare service will have access to a complaints procedure in the event they are unhappy with any aspect of the service being provided.
1.2 Patients’ complaints and comments will be listened to and acted upon.
1.3 This policy outlines the different stages of the complaints procedure and includes arrangements to identify, receive, record, handle and respond to any complaint.
1.4 Vim Vitae Holdings Limited will take all reasonable steps to ensure that its staff are aware of and comply with this policy and procedure.
- Making a complaint
2.1 Vim Vitae Holdings Limited is committed to providing a high-quality healthcare service. However, if any patient is unhappy with any aspect of the healthcare service being provided, they will be invited to make a complaint.
2.2 If a patient wishes to make a complaint whilst they are in the clinic premises, then the member of staff in charge at the time, or treating medical practitioner, will attempt to resolve the issue as quickly as possible, on the assumption that it is within the power of both members of staff to do so.
Staff must escalate all complaints to the Clinic Manager (Complaints Lead) if they are unable to resolve.
2.3 No patient, or person acting on their behalf, will be discriminated against for making a complaint.
2.4 No person’s care and treatment at Vim Vitae Holdings Limited will affected in any way if a complaint is made by them or on their behalf. All staff must ensure that they take time to listen to the concerns raised and reassure the person complaining that it will not have any adverse impact on their care and treatment.
- Information given to patients about how to complain
3.1 Written information on the complaint’s procedure will be available for patients within the Vim Vitae Holdings Limited premises.
3.2 Information on how to make a complaint will be available as a separate patient information leaflet.
3.3 Patients will be assured that they will not be discriminated against for making a complaint.
- Receiving and recording a complaint
4.1 Complaints can be made by an existing patient, a former patient, or someone acting on a patient’s behalf.
4.2 If the person making the complaint is not a Vim Vitae Holdings Limited patient, but is complaining on behalf of a patient, it is important to check and verify that the patient is aware of the complaint being made.
The complainant must be told that, in order not to be in breach of patient confidentiality, any matters relating to the patient’s care and treatment at Vim Vitae Holdings Limited can only be answered with their consent. (See Appendix 1)
4.3 If the complaint is from a child i.e. someone under 18 years old, the complaint may be made by the child, either parent of the child, the legal guardian, or other adult who is legally responsible for the care of the child.
4.4 Verbal complaints can be made to any member of staff. (See Appendix 2)
4.5 Any member of staff receiving a complaint in person should document the details and pass it on to the Clinic Manager without delay. Formal complaints must not be responded to directly by any member of staff (clinicians or non-clinicians).
4.6 All received complaints, whether written or verbal, will be documented. (See Appendix 3)
4.7 Documented details will include:
- the date and time the complaint was received
- the full name and contact details of the complainant
- the name of the member of staff receiving the complaint
- a description of the complaint
- details of the investigation carried out
- any actions taken, and
- whether or not the complaint was upheld.
4.8 Where a complaint is received anonymously, Vim Vitae Holdings Limited will carry out an investigation as far as it reasonably can, depending on the content of the complaint.
4.9 Where a complaint is made on behalf of a Vim Vitae Holdings Limited patient who has died, it is important to check that the person making the complaint is the deceased patient’s next of kin. Where this is not the case, the consent of the next of kin will be sought in writing before the complaint can be considered.
4.10 Vim Vitae Holdings Limited will maintain a record of all complaints received (verbal and written) and copies of all related correspondence. These records will be kept separately from patients’ healthcare records.
- Handling a complaint
5.1 All complaints received at Vim Vitae Holdings Limited will be treated in the strictest confidence.
5.2 All complaints, written or verbal, will be investigated.
5.3 All complainants will receive a written acknowledgement of their complaint within three working days. The written acknowledgement will include the name and contact details of the person investigating the complaint on behalf of Vim Vitae Holdings Limited.
5.4 The person investigating the complaint will offer to meet with the complainant (face to face or virtually) in order to discuss the manner in which the complaint is to be handled and how the issue/s might be resolved.
At this meeting, the following information will be obtained and/or provided (as far as is reasonably possible):
- How the complainant wishes to be addressed e.g. Miss, Ms, Mr, Mrs or their first name.
- How the person wishes to be kept informed e.g. in writing by letter or email, by telephone, or through an agreed third party representative or advocate.
- Confirm with the person if they give their consent to access healthcare records (where appropriate) for the purposes of investigating the complaint.
- Confirm if the person has any disabilities that need to be taken into account during the investigation.
- Advise the person that they can have a representative to support them through the complaints process.
- Ask the person what they are seeking as an outcome to the complaints investigation e.g. an apology, new appointment, reimbursement for costs or loss of personal belongings, or an explanation.
- Agree a plan of action, including when and how the complainant will hear back from Vim Vitae Holdings Limited.
5.5 In the event that the complainant does not accept the offer of a meeting as set out at 5.4 above, Vim Vitae Holdings Limited will itself determine the response period and notify the complainant in writing of that period.
5.6 Vim Vitae Holdings Limited will carry out an investigation of the nature of the complaint and provide a full written response to the complainant within 20 working days of the complaint being received.
5.7 If a full response cannot be given within 20 working days of receiving the complaint, Vim Vitae Holdings Limited will write to the complainant to explain the reason for the delay.
5.8 A full written response will be made within five working days of a conclusion and outcome being reached.
5.9 If a complainant is not satisfied after a complaint has been investigated and a response provided, Vim Vitae Holdings Limited will provide further information to the complainant in terms of potentially escalating the complaint to an independent body. This will be done on an individual complaint specific basis depending on the nature of the complaint.
Vim Vitae Holdings Limited will co-operate with any independent review of a complaint that has been escalated.
- Time limit for making a complaint
6.1 The timescale in which a complaint can be made is 6 months from the date on which the matter occurred, or the matter came to the notice of the complainant.
Beyond a period of 6 months, Vim Vitae Holdings Limited reserves the right to use discretion to investigate, especially if there are good reasons for a complaint not having been received with the 6 months and whether it is still possible to investigate the case effectively.
- Receiving and handling unreasonable complaints
7.1 In situations where the person making the complaint can become aggressive or unreasonable, Vim Vitae Holdings Limited will instigate appropriate actions from the list below and will advise the complainant accordingly:
- Ensure contact is being overseen by an appropriate senior member of staff who will act as the single point of contact and make it clear to the complainant that other members of staff will be unable to help them.
- Ask that they make contact in only one way, appropriate to their needs e.g. in writing.
- Place a time limit on any contact.
- Restrict the number of calls or meetings during a specified period.
- Ensure that a witness will be involved in each contact.
- Refuse to register repeated complaints about the same issue.
- Do not respond to correspondence regarding a matter that has already been closed; only acknowledge it.
- Explain that Vim Vitae Holdings Limited will not respond to correspondence that is abusive.
- Make contact through a third person such as an independent advocate (where appropriate).
- When using any of these approaches to manage contact with unreasonable or aggressive people, provide an explanation of what is occurring and why.
- Maintain a detailed dated and timed record of each contact with the complainant during the ongoing relationship.
- Escalating and appealing against the outcome of a complaint
7.1 If a complainant is not satisfied after a complaint has been investigated and a response provided, Vim Vitae Holdings Limited will provide information to the complainant in terms of escalating the complaint to the Independent Doctors Federation, Complaints Resolution Procedure (See Appendix 1).
The contact details are:
Independent Doctors Federation (IDF) CEO
The Medical Society of London
Lettsom House
11 Chandos St
Marylebone
London W1G 9EB
Internet: https://www.idf.uk.net/patients/patient-complaints.aspx
7.2 Vim Vitae Holdings Limited will co-operate with any independent review of a complaint that has been escalated.
- Care Quality Commission (CQC)
8.1 Vim Vitae Holdings Limited will produce an annual summary of complaints received.
8.2 A complaints summary will be sent to the Care Quality Commission, on request, no later than 28 days from the date of receiving such a request.
8.3 Any complaints summary provided to the Care Quality Commission, will not contain any confidential personal information about complainants.
- Learning from complaints
9.1 Vim Vitae Holdings Limited will review all complaints received with a view to continuous quality improvement within the independent healthcare service.
9.2 All complaints received will be used as a learning exercise to consider improving aspects of the healthcare service provided to patients.
9.3 The Clinic Manager will support shared learning from complaints by reporting the outcome of complaint investigations to clinic staff involved. (Such reports will not contain any patient identifying details.)
9.4 Complaints will be used to enhance and inform the personal and professional development of staff and lessons learned from complaints may be, where relevant, included in staff appraisals and continuing professional development plans.
10. Annual review of complaints
10.1 Vim Vitae Holdings Limited will review all complaints on an annual basis in terms of:
- the number of complaints received
- the issues that these complaints raised in terms of any trends or areas of risk that might need to be addressed
- whether complaints have been upheld, and
- improvements or changes to the healthcare service that were made.
- Policy review
11.1 This policy will be reviewed on an annual basis.
11.2 Any changes made to the policy as a result of review, will be communicated to all staff without delay.
- Guidance and further reading
- Being open – communicating patient safety incidents with patients and their carers (NPSA, 2009).
- Guide to the General Data Protection Regulation (GDPR)
https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/
- The EU General Data Protection Regulation
- NHS Complaints Guidance.
- MIND – complaining about health and social care.
- NHS Constitution
https://www.gov.uk/government/publications/the-nhs-constitution-for-england
- NHS Complaints.
https://resolution.nhs.uk/contact/complaints/
- How we deal with complaints.
https://www.ombudsman.org.uk/making-complaint/how-we-deal-complaints
- Public Interest Disclosure Act 1998
http://www.legislation.gov.uk/ukpga/1998/23/contents
- Regulation 16: Receiving and acting on complaints.
Signature …………………..……………………………..……. Date ………………..….…………..
Dr James Sowery, Medical Director (CQC Nominated Individual)
- Appendix 1
Vim Vitae Holdings Limited
Patient third party consent
[To be completed by ‘the Patient’]
Patient’s Full Name: | ||||
Patient’s Address: |
| |||
Patient’s Telephone Number: | ||||
Name of Complainant: | ||||
Complainant’s Address: |
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Complainant’s Telephone Number: | ||||
If you are complaining on behalf of a patient the consent of the patient will be required. Please obtain the patient’s signed consent using this third party consent form.
‘I authorise the above named person to complain on my behalf. I authorise and consent to Vim Vitae Holdings Limited releasing information about me and discussing my treatment, care and medical records with the person named above in relation to this complaint only’. | ||||
Patient’s Signature: |
|
Date: | ||
Once completed, this form should be sent to:
Clinic Manager (Complaints Lead)
Vim Vitae Holdings Limited
1 Pacific Road
Birkenhead
Wirral
Merseyside CH41 1LJ
- Appendix 2
Vim Vitae Holdings Limited
Verbal Concerns/Complaints Form
This form is to be used by staff to record all verbal (informal) concerns and minor complaints that are made to the clinic. Please aim to politely obtain as much information from the complainant wherever possible.
Date: | Time received: | ||
Method of contact: | Telephone / In person (Delete as applicable) | ||
Name of the person raising the verbal concern / complaint: | |||
Address: |
| ||
Postcode: | |||
Telephone: | |||
Email address: | |||
Name of the patient
(if not the person above raising the verbal concern / complaint): | |||
Address: |
| ||
Postcode: | |||
Telephone: | |||
Email address: | |||
Has the patient signed a consent form authorising the person to raise the verbal concern /complaint? | |||
Description of concern/complaint: |
| ||
Action the complainant would like taken by Vim Vitae Holdings Limited: |
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Outcome:
(provide details of how this verbal concern/ complaint was resolved and any advice given or action taken to resolve the matter): |
| ||
Describe how Vim Vitae Holdings Limited can learn from the issues raised and any improvements / changes planned as a result of this:
(if applicable at this stage) | |||
Name and designation of the member of staff receiving the concern / complaint: | |||
Date sent to the Complaints Lead: | |||
- Appendix 3
Vim Vitae Holdings Limited
Complaint form
Please be assured that a complaint will not prejudice your present or future treatment and care at Vim Vitae Holdings Limited.
Patient’s Details |
Complainant’s Details (if not the patient) | ||
First Name | First Name | ||
Last Name | Last Name | ||
Date of Birth | Date of Birth | ||
Address: | Address: | ||
Telephone: | Telephone: | ||
Email address: | Email address: | ||
Complaint details – Please describe what you are unhappy about: | |||
When and where did the incident take place? | |||
Which members of staff were present at the time? | |||
Please state what questions you would like answered? | |||
What are you seeking from your complaint? | |||
e.g. an apology, an explanation, action to put things right, reassurance that the same thing will not happen to someone else, a refund of clinic fees, or something else. | |||
Complainant Signature: | Date: | ||
