Complaints Procedure

Introduction

We are dedicated to delivering high-quality care and services to our users. We welcome all feedback, recognising that it gives us the opportunity to see our services from a service user perspective` and continuously improve. Occasionally, concerns or complaints may arise. We take all feedback, concerns, and complaints seriously and view them as opportunities to learn and enhance our services.

Making a Complaint

We encourage all users of our services and their representatives to provide feedback, express concerns, or make complaints. We take complaints seriously and are committed to addressing them promptly and effectively. The registered manager (Samantha Welsh) has responsibility for receiving, handling and investigation of complaints. If the registered manager is not available, or the concern involves the registered manager’s conduct, then the co-director (Dr. Kristopher Welsh) is to be contacted, who will investigate and report as appropriate.

Procedure for Making a Complaint

Step 1: Initiating the Complaint

• • Verbal Complaints:
    • Users and their representatives can make a complaint by speaking to any staff member verbally.
    • Staff receiving verbal complaints should encourage the complainant to put their concerns in writing for clarity and documentation purposes.
  • Written Complaints:
    • Users and their representatives can submit a written complaint by sending it to the Registered Manager via email or postal mail.
    • Samantha Welsh
    • Email: sam@yorkshirewellnessclinic.com
    • Postal Mail: Yorkshire Wellness Clinic HQ, South Cottage, Cocksford, Stutton, LS24 9NG.

Step 2: Acknowledging the Complaint

• • All complaints, whether verbal or written, will be acknowledged within 3 working days of receipt.
  • The acknowledgment will include:
    • Confirmation of the complaint receipt.
    • Information on the investigation process.
    • An estimated timeline for resolution.

Step 3: Investigation and Resolution

• • The Registered Manager or assigned personnel will conduct a thorough investigation into the complaint.
  • The investigation will involve gathering all relevant information and speaking to the complainant and any other relevant parties.
  • A response will be provided to the complainant within 28 working days of the complaint acknowledgment.
  • The response will include:
    • Findings from the investigation.
    • Actions taken or to be taken to address the complaint.
    • Any recommendations or changes to prevent similar complaints in the future.

Step 4: Escalation

• • The request for a review should be submitted in writing to the Registered Manager within 10 working days of receiving the response. This will then be reviewed by a healthcare professional external to the organisation.

Step 5: Closing the Complaint

• • Once the complainant is satisfied with the resolution, the complaint will be considered closed.
  • All records related to the complaint and its resolution will be maintained securely and in accordance with data protection regulations.

As we are an organisation regulated by the Care Quality Commission (CQC), you can contact them to leave feedback for the care you have received. You can do that through their website Give feedback on care – Care Quality Commission (cqc.org.uk)  by telephone at 03000616161 or in writing to: CQC National Customer Service Centre, Citygate, Gallowgate, Newcastle Upon Tyne, NE1 4PA.

Protection from Discrimination or Harassment

Complainants will be protected from any form of discrimination, harassment, or victimisation as a result of making a complaint. Complaints will not affect the care and treatment received by the complainant.

Complaints Register

A register will be kept of complaints containing the following information:

• • Date of complaint
  • Name of complainant
  • Nature of complaint
  • Details of complaint
  • Resolution/response
  • Follow-up actions
  • Date of resolution
  • Staff member handling complaint

Records of Complaints

All correspondence relating to a complaint will be kept for 5 years. A register will be kept of all complaints and outcomes.

We will monitor all complaints, looking for trends and areas of risk that may be addressed to improve patient care and safety.

Compliance with Regulation 16

We are committed to complying with all aspects of Regulation 16 regarding the handling of complaints, including providing necessary summaries and information to the Commission when required.

Feedback Mechanisms

People can make a complaint in any way they choose, including writing a letter, email, via our website, or via social media platforms (such as Facebook or Instagram). Ensure the complainant is asked how they want to be communicated with (e.g., email, letter, etc.).

Handling Concerns and Suggestions

While we primarily address complaints, we also welcome concerns and suggestions. This provides a comprehensive approach to feedback, allowing us to continuously improve. This feedback will be documented, audited and where changes are made according to it, this will be cross-referenced.

Equality and Non-Discrimination Clause

Yorkshire Wellness Clinic is committed to equality. When investigating a complaint or concern, we will not discriminate on grounds of gender, marital status, race, ethnic origin, nationality, disability (both mental and physical), sexuality, religion, or age.

Timely Acknowledgment for All Complaints

All complaints, whether verbal or written, will be acknowledged within 3 working days of receipt. This sets clear expectations for users.

Social Media Complaints

With complaints made via social media platforms that are regularly monitored (such as Facebook and Twitter), an acknowledgment of the complaint will be posted on the relevant platform within 24 hours by Yorkshire Wellness Clinic. This acknowledges the evolving nature of communication channels.

Complaints Register Details

A register will be kept with detailed information on complaints, including the nature of complaints and details of staff involved, providing a more comprehensive record.

Learning and Improvement

We are committed to learning and improvement. This includes actions taken or planned to prevent similar complaints in the future.

Monitoring and Annual Audit

We will demonstrate how we use feedback to learn and improve through a yearly report for Clinical Governance, detailing:

• • Numbers of complaints, concerns, and compliments received.
  • Numbers of complaints received to be upheld, considered to be based on solid evidence or good reason.
  • Issues and key themes raised.
  • Lessons learnt.
  • Actions taken or being taken to improve services because of the complaints made.

Compliance with Regulations

We are committed to compliance with relevant regulations related to handling complaints, reinforcing our commitment to providing high-quality services.

Definitions

• • Complaint: A clear expression of dissatisfaction about Yorkshire Wellness Clinic, whether justified or not, related to services, activities, behaviour witnessed, or events witnessed. A complaint can be made verbally or in writing and can be made by anyone about any aspect of Yorkshire Wellness Clinic.
  • Concern: Feedback or remark from a service user or other stakeholder that appears to express unease or unhappiness about Yorkshire Wellness Clinic or any of its services or activities. Clarification should be sought as to whether the person raising the concern wishes to receive a response and if they would like their concern to be registered formally.
  • Suggestion: A comment proposing changes to the services, activities, or any other aspect of Yorkshire Wellness Clinic.
  • Registered Manager: The designated individual responsible for the overall management and operation of Yorkshire Wellness Clinic, ensuring compliance with regulations and the handling of complaints.
  • Independent Sector Complaints and Adjudication Services (ISCAS): An independent organisation that provides a framework for the resolution of complaints in the independent healthcare sector.
  • Clinical Governance: The system through which Yorkshire Wellness Clinic is accountable for continually improving the quality of its services, ensuring a high standard of care.
  • Care Quality Commission (CQC): The regulatory body that oversees and ensures the quality and safety of health and social care services in England.
  • Regulation 16: Refers to the regulations governing the handling of complaints in healthcare settings.
  • Equality Act 2010: Legislation that prohibits discrimination, harassment, and victimisation based on certain characteristics, including gender, race, disability, and others.
  • Data Protection Regulations: The legal framework that governs the collection, use, and protection of personal data.
  • Social Media Platforms: Online platforms, such as Facebook and Twitter, where complaints may be made and monitored.
  • Clinical Staff: Individuals involved in providing healthcare services at Yorkshire Wellness Clinic.

Last updated: 20/11/2024