Policy for Handling and Investigation of Complaints

1.0 Purpose

1.1. The purpose of this policy is to ensure appropriate handling and investigation of any complaints received by CREO HEALTH LIMITED.

2.0 Aim

2.1 This policy aims to set out the process for the handling and investigation of complaints by CREO HEALTH LIMITED.

3.0 Scope

3.1 This policy applies to all complaints received by CREO HEALTH LIMITED.

4.0 Definitions

Complaint – a statement by a service user that something is wrong or not satisfactory.

5.0 Responsibilities

5.1 The Registered Manager is responsible for ensuring complaints are handled and investigated in an appropriate and timely manner.

5.2 All staff (employed, contracted or granted practising privileges) are responsible for ensuring they understand this policy and direct complaints in the correct way to ensure they are appropriately handled and investigated.

6.0 Procedure

6.1 All complaints will be dealt with quickly and effectively between the individuals concerned and any justified grievances will be promptly remedied. It will be made clear to the complainant that they may contact the Care Quality Commission at any time in connection with a complaint.

6.2 If the Care Quality Commission wishes to investigate a complaint, CREO HEALTH LIMITED will provide adequate facilities for any authorised person to interview, in private, any patient.

6.3 Any complaints of unprofessional conduct against a doctor will be referred to the General Medical Council. Complaints about nursing staff will be referred to the Nursing and Midwifery Council and Allied Health Professionals to the Health & Care Professionals Council.

6.4 A notice will be posted in the waiting rooms giving a clear indication to all service users that should they wish to register a complaint they should in the first instance address it in writing to:

Omar Tillo, CREO HEALTH LIMITED, 96 Harley Street London, W1G 7HY

6.5 The notice will also contain the name, address and telephone number of the Care Quality Commission.

6.6 Procedure for Handling of Complaints:

6.6.1 All complaints will be fully investigated by the Registered Manager (Omar Tillo).

6.6.2 All complainants will receive a written acknowledgement within 2 working days of the complaint.

6.6.3 The complainant will receive a written response within 20 working days or a written explanation of why the response is taking longer and when they can expect a response. A full response being made within 5 working days of a conclusion being reached.

6.6.4 All staff involved in a complaint will be informed of the outcome and given advice on preventing recurrence.

6.6.5 On completion of a complaint a full written report will be made including any recommendations and actions by the Registered Manager (Omar Tillo).

6.6.6. Where a complainant is not satisfied at the conclusion of the complaint process, they have several options depending upon the nature of the complaint:

  1. Independent arbitration service – contact details to be notified by the service provider.
  2. Where the complaint may relate to a breach of professional standards of conduct, clinical competence or fitness to practise, patients can raise their concerns with the appropriate professional regulator (Doctors – General Medical Council, Nurses – Nursing & Midwifery Council, Allied Health Professionals – Health & Care Professions Council (see below).
  3. Where the complaint relates to an act or omission of a service/provider registered with the Care Quality Commission (CQC) patients can contact the CQC (see below).
  4. Patients retain the option of seeking legal advice relating to a complaint about the service provided by any healthcare provider.

6.6.7 Any complaint proceeding to litigation will be notified to the Care Quality Commission.

6.7 Complaint should be made in writing to the Registered Manager (Omar Tillo) via [email protected]

6.7.1 The Registered Manager (Omar Tillo) will conduct an investigation and will gather information.

6.7.2 This will lead to a full written report being produced and made available to those concerned.

6.7.3 The investigation will include:

  • Speaking to all persons concerned
  • Reviewing records and other documents
  • Producing a written summary of the facts of the complaint
  • Producing responses to written complaints
  • Completing the appropriate records of the complaint
  • Informing all relevant parties as to the outcome of the complaint and any remedial action.

6.7.4 The Care Quality Commission is the regulator for independent Healthcare. The Care Quality Commission has no statutory powers to investigate any complaints that patients or other members of the public make about independent healthcare services, nor do they have a regulatory role to manage, arbitrate or resolve their complaints, concerns or allegations. However, they will take account of all information that they receive from the public about registered independent providers, or about unregistered providers that they consider should be registered. They assess whether this ‘concerning information’ suggests that:

  • An offence has been committed as set out in the Health & Social Care Act 2008
  • A regulation has been breached as set out in the associated regulations, or
  • The provider has contravened a condition of their registration with us, as set out in their registration certificate.

6.7.5 If they suspect that the provider has committed an offence under the Act or a breach under the regulations, they are required to take action to bring about improvement.

6.8 Care Quality Commission

CQC Healthcare 
Newcastle upon Tyne

Tel: 03000 616161
Email: [email protected]
Web:   www.cqc.org.uk

6.9 Staff will provide help to any patient or relative of a patient wishing to make a complaint.

6.10 Contact Details:

The General Medical Council
350 Euston Road
Tel: 0161 923 6602

The Nursing & Midwifery Council
23 Portland Place
Tel: 0207 7333 9333

Health & Care Professions Council
Park House
184-186 Kennington Park Road
SE11 4BU
Tel: 0300 500 6184

7.0 Enforcement/Compliance
7.1 A complaints register will be maintained of all complaints.
7.2 Complaints will be reviewed as part of the Clinical Governance processes.
7.3 An annual summary of complaints will be documented.

8.0 Related Information

Policy for Complaints Management