Last updated: December 19, 2024
Purpose
At The London Scar Clinic (TLSC), we are committed to providing high-quality care and services. We recognise that feedback, including complaints, is essential to improving our patient’s overall experience. This policy outlines our commitment to handling complaints effectively, fairly, and transparently, in accordance with CQC regulations, to ensure continuous improvement and patient satisfaction.
Scope
This policy applies to all patients, their families, visitors, and stakeholders who wish to raise a complaint about any aspect of our services at TLSC.
Principles
Accessibility: Ensure the complaints process is easy to access and understand.
Transparency: Provide clear information on how complaints are handled.
Confidentiality: Maintain confidentiality and protect the privacy of complainants.
Responsiveness: Address complaints promptly and inform complainants of the progress.
Fairness: Treat all parties involved in the complaint process with respect and impartiality.
Accountability: Document complaints and resolutions, using them to improve services..
Concerns with Treatment Plan
TLSC appreciates that a patient may contact the clinic with queries and minor concerns about the nature and progress of their treatment plan but with clear intention to continue their therapeutic relationship with TLSC, in which case the following procedure will be followed.
The patient will be requested to express their concerns in writing to [email protected] ideally including pictures (if applicable). If you are unable to put your concerns in writing, the team will endeavour to assist you over the phone and take notes as appropriate.
Your concerns will be formally acknowledged within two working days and shared with the relevant consultant within one working day of receipt for a response. If the clinician feels it is appropriate, a complimentary follow up should be offered.
As part of this communication/follow-up consultation, consideration should be given to a multi-disciplinary discussion and referral to the integrative counsellor should the patient is not reassured/ happy with the resolution proposed by the individual consultant.
In case of continued concerns / dissatisfaction, a second internal opinion should be offered by another colleague, or in rare circumstances, an external source on the patient’s own volition.
Definition of Complaint
A complaint is any expression of dissatisfaction from a patient, their family, representative, visitor, or stakeholder regarding any aspect of our care, facilities, or service delivery. Complaints can be communicated orally or in writing and pertain to the quality of service, actions, or inactions by TLSC and its staff.
A formal complaint should be defined as a serious concern raised by the patient pertinent to any aspect of their care, which threatens the relationship between patient and clinic staff and includes, but is not limited to, the prospect of legal action against the clinic.
Procedure
How to Make a Formal Complaint
In the first instance, complaints should be made in person, by phone or in writing (letter or email) to the Head of Operations. Anonymous complaints will be accepted; however, providing contact details can facilitate the investigation process. Please see relevant contact information below.
Email: [email protected]
Contact Number: 0207 467 3000
Address: The London Scar Clinic, 152 Harley Street, London, W1G 7LH
Acknowledgement
Upon receipt of a complaint, we will send written acknowledgement within two working days. This acknowledgement will include information about the process and expected timelines.
Initial Assessment and Triage
An initial assessment will be conducted on all complaints to ascertain their severity and nature, thereby establishing the necessary steps to be taken thereafter.
Investigation
The management team will conduct a thorough investigation, gathering relevant information, conducting interviews, and reviewing records as necessary. The investigation will be carried out promptly and impartially, with the possibility of contacting the complainant for additional information or clarification if needed.
Logging and Documentation
All complaints will be meticulously logged, noting the date, specific details of the complaint, and the contact information of the complainant. Each stage of the complaint-handling process will be thoroughly documented. A log of complaints, compliments and feedback will be presented at monthly multi-disciplinary and senior management team meetings.
Outcome, Response and Escalation
Following a comprehensive investigation, TLSC will develop a resolution plan based on the findings and promptly inform the complainant of the investigation’s outcome, including any actions taken and changes implemented, through a formal written response.
Stage Two
Should the complainant remain dissatisfied, they are entitled to appeal the decision made and request a review by senior management.
Stage Three
Should the complainant remain dissatisfied following stage one and two of the complaints process, we will offer guidance on external avenues for further escalation, including contact information for the Independent Sector Complaints Adjudication Service (ISCAS) or the Care Quality Commission (CQC) should we fail to reach the desired outcome of the complainant.
We aim to conclude the investigation within 20 working days, aligning with CQC regulatory guidelines. However, if more time is needed due to the complexity of the issue, the complainant will be kept informed of the progress
Confidentiality and Data Protection
Throughout the complaint process, all information is handled confidentially and in accordance with GDPR and the Data Protection Act 2018. Information will be shared only with individuals directly involved in resolving the complaint.
Follow-up Monitoring and Reviews
TLSC will engage in follow-up with the complainant to ensure their satisfaction with the resolution and monitor the implementation of any actions taken to address the complaint.
TLSC conduct regular monitoring and reviews of our complaints process to identify trends, areas for improvement, and opportunities to enhance the patient experience. This includes the presentation of our complaints, compliments and feedback data at our quarterly multi-disciplinary meetings. Our complaint-handling process is meticulously designed to adhere to CQC regulations for effective complaints management, with policies and procedures reviewed annually to maintain ongoing compliance.
Training and Awareness
During induction, all staff members are trained on our complaint procedure, with regular updates and refresher training provided thereafter. The complaints policy and procedure are easily accessible to all staff members through our internal, secure shared drive.
Patient information materials are available around the clinic offering clear guidance on how to make a complaint.
Contact Information
For making a complaint or further information about our complaints process, please contact:
Head of Operations
The London Scar Clinic
152 Harley Street
London
W1G 7LH
Email: [email protected]
Contact Number: 0207 467 3005
