Complaint Policy
At YEHS, we are committed to providing the highest quality of care, ensuring it is safe, effective, and centred around our patients’ needs. We recognise the importance of continual improvement and are dedicated to listening and responding proactively when opportunities for enhancement are identified. Should any concerns or complaints arise, we will promptly investigate to facilitate a timely and appropriate resolution. This process includes reflecting on the issue and, if necessary, implementing better systems to prevent future occurrences.
We highly value the feedback from our service users, as it plays a crucial role in strengthening our relationships and restoring trust whenever challenges occur. All complaints are processed in accordance with our established procedures, ensuring thorough and fair handling. We welcome your feedback at any time and encourage you to reach out to us at yehs@yourexcellenthealth.org. Your insights are invaluable in helping us continue to improve and serve you better.
Aim:
The aim of this document is to clarify the complaint handling process for patients, customers, and clients of YEHS. Our complaint management system is designed to acknowledge and address any concerns promptly, using these insights to enhance service quality wherever needed. We recognise that formal complaints, expressions of dissatisfaction, and general feedback are pivotal in improving our services.
Objective:
The objective of this document is to provide a clear and accessible framework for managing complaints within YEHS services. This framework aims to ensure that all complaints are handled fairly, efficiently, and effectively, promoting transparency and accountability. By establishing these principles, YEHS seeks to enhance service quality, maintain trust, and uphold the integrity of our interactions with service users, thereby fostering a culture of continuous improvement and responsiveness.
Key principles include:
- Taking all complaints seriously and ensuring they are addressed swiftly and effectively.
- Learning from feedback to refine and enhance our services through targeted action plans and robust governance mechanisms.
- Conducting thorough investigations of formal complaints and providing timely responses to complainants.
By adhering to these principles, we commit to maintaining the highest standards of service and accountability at YEHS.
General Principles:
- Accessibility: Anyone expressing dissatisfaction with YEHS services should have straightforward access to a simple and efficient complaint management process.
- Fair and Timely Investigations: Investigations into complaints will be conducted impartially, emphasising early communication and aiming for effective resolutions. Engaging with the complainant at the earliest opportunity is often crucial.
- Proportionate Outcomes: The outcomes of investigations should be fair, with any responses or remedies provided being proportionate to the findings.
- Constructive Feedback: Complaints are valuable opportunities for us to listen and learn from our service users’ perspectives, helping us improve continually
- Visibility of Information: Clear and up-to-date information on how to lodge a complaint should be prominently displayed and easily accessible to all service users.
- Equity and Support: Fairness and support will be consistently offered to both complainants and staff involved in the process, safeguarding the interests and well-being of all parties.
Our complaints process consists of Four Stages:
Stage 1: Initial Contact
If a complaint is made in person, the staff member receiving it will attempt to determine if it can be resolved immediately. If immediate resolution is not possible, the complainant will be asked to submit their complaint in writing (including email) to the management and will be provided with the YEHS Complaints Procedure Update.
Stage 2: Formal Acknowledgment and Investigation
Upon receipt of a written complaint, an acknowledgment will be sent to the complainant within two to three working days. This acknowledgment will include a summary of the complaint and an overview of the investigative process. The Management will be notified and a detailed investigation will be initiated in the affected department.
Consultation with the YEHS Clinic’s Responsible Officer for advice on the matter may occur at any point.
A written response outlining the findings of the investigation will be provided to the complainant within 20 working days. If a response cannot be issued within this timeframe, an explanation will be provided. The complete process for Stage 2 should not exceed three months from the receipt of the complaint, barring extenuating circumstances, which will be communicated to the complainant.
Stage 3: Review Request
If the complainant is unsatisfied with the Stage 2 outcome, they may request a review by writing to the Medical Administration Manager, explaining their reasons. This request should be made within six months of receiving the Stage 1 outcome.
A Stage 2 review will be conducted by a member of management or the CEO who was not involved in the initial complaint process. The review may involve examining all relevant documents, conducting interviews with involved staff, and potentially inviting responses to specific queries raised during the initial investigation.
If deemed appropriate, the complainant can request a meeting with the investigating staff, which will be scheduled promptly.
The findings of the Stage 3 review will be communicated in writing within 30 – 60 working days of receiving the request. Should there be a delay, an explanation will be provided. The entire Stage 3 process is expected to conclude within six months, unless justified otherwise, in which case an explanation will be issued.
Stage 4: External Review
Should the complainant remain dissatisfied following Stage 3, they may escalate their complaint to an external adjudicator – the Chair of the Medical Advisory Committee (MAC). The MAC Chair will acknowledge the review request within three working days and aims to provide a resolution within 3-6 months.
Complainants have the option at any stage to contact the MAC Chair, the Care Quality Commission (CQC), the Healthcare Improvement Scotland (HIS), or the General Medical Council (GMC) directly.
Time Scale for Complaints Process
Initiation of Complaint: Complainants must raise their concerns or complaints with YEHS within six months from the date the incident occurred, or within six months from when the complainant became aware of the issue.
Acknowledgement: All complaints will be acknowledged within 2 – 3 working days of receipt.
- Stage 1 – Initial Review: The first stage of the complaint process will be concluded within 3 months of acknowledgment.
- Stage 2 – Secondary Review: If the complainant is unsatisfied with the Stage 1 outcome, they should request a secondary review. This request must be made within six months of receiving the Stage 1 decision. Stage 2 will be completed within 3 to 6 months of the review request.
- Stage 3 – Secondary Review: If the complainant is unsatisfied with the Stage 1 outcome, they should request another secondary review. This request must be made within six months of receiving the Stage 2 decision. Stage 3 will be completed within 3 to 6 months of the review request.
- Stage 4 – External Review: Should the issue remain unresolved after Stage 3, the complainant may escalate the complaint to the MAC Chair. This stage may take between 3 to 6 months to complete.
Third-Party Complaints
- Any individual authorised by the service user (e.g., a relative, carer, advocate, friend, colleague, manager, or union representative) can lodge a complaint on their behalf.
- The patient must provide written consent, authorising the third party to act on their behalf, which includes waiving the confidentiality of their clinical information.
- Responses to third-party complaints will adhere to medical confidentiality principles. Disclosure of information to a third party requires the patient’s written consent.
- Confidentiality
- Complaints are handled confidentially; only individuals directly involved in the incident will have access to complaint details.
- All records related to the complaint, including interviews and correspondence, will be maintained separately from medical records.
- YEHS may use anonymized complaint records for training and audit purposes without revealing patient identities.
Feedback
We welcome feedback on our procedures and services at any time. Please feel free to contact us with your suggestions or concerns at yehs@yourexcellenthealth.org.
Care Quality Commission
Finsbury Tower, 103 – 105 Bunhill Row,
London. EC1Y 8TG
T: 03000 616161
E: enquiries@cqc.org.uk
W: www.cqc.org.uk
Healthcare Improvement Scotland
Independent Healthcare Team
Gyle Square, 1 South Gyle Crescent,
Edinburgh. EH12 9EB
T: 0131 623 4342
E: hcis.clinicregulation@nhs.net