Complaints Policy

Complaints Policy

If you are unhappy with your care or the services you have received, it is important to let us know so that we can improve.

OUR AIMS & OBJECTIVES

We aim to provide a service that meets the needs of our service users and we strive for a high standard of care;
We welcome suggestions from service users and from our staff about the safety and quality of service, treatment and care we provide;
We are committed to an effective and fair complaints system; and
We support a culture of openness and willingness to learn from incidents, including complaints.

OUR COMPLAINTS PRINCIPLES

Service users are encouraged to provide suggestions, compliments, concerns and complaints and we offer a range of ways to do it.
All complainants are treated with respect, sensitivity and confidentiality.
All complaints are handled without prejudice or assumptions about how minor or serious they are. The emphasis is on resolving the problem.
Service users and staff can make complaints on a confidential basis or anonymously if they wish, and be assured that their identity will be protected.
Service users will not to be discriminated against or suffer any unjust adverse consequences as a result of making a complaint about standards of care and service.

MANAGING COMPLAINTS

All staff are expected to encourage service users to provide feedback about the service, including complaints, concerns, suggestions and compliments.
Staff are expected to attempt resolution of complaints and concerns at the point of service, wherever possible and within the scope of their role and responsibility.

RESOLUTION

The process of resolving the problem will include:

an expression of regret to the user for any harm or distress suffered;
an explanation or information about what is known, without speculating or blaming others; considering the problem and the outcome the user is seeking and proposing a solution; and confirming that the service user is satisfied with the proposed solution.

Our staff will consult with their manager if addressing the problem is beyond their responsibilities.

IF THE COMPLAINT IS NOT RESOLVED

Complaints that are not resolved at the point of service, or that are received in writing and require follow up, are regarded as formal complaints.

If the complaint is not resolved at the point of service, staff are expected to provide the complainant with the formal complaints policy.

Our designated complaints manager coordinates resolution of formal complaints in close liaison with the staff who are directly involved.

PROMOTING FEEDBACK

You can give us feedback in a number of ways:

Via our customer feedback form (available via email from drhotaki@hotaki.co.uk);
Via an independent review site such as Google;
Via our discreetly-located suggestions box.

TIMEFRAMES

Formal complaints are acknowledged in writing or in person within 48 hours.
The acknowledgment provides contact details for the person who is handling the complaint, how the complaint will be dealt with and how long it is expected to take.
If a complaint raises issues that require notification or consultation with an external body, the notification or consultation will occur within 3 days of those issues being identified.
Formal complaints are investigated and resolved within 28 days.
If the complaint is not resolved within that time period days, the complainant will be provided with an update.