Patient Complaint Procedure for The ADHD and Autism Clinic
1. Introduction
At The ADHD and Autism Clinic, we are dedicated to providing high-quality care and service to all our patients. However, we acknowledge that there may be instances when patients feel dissatisfied with their experience. We take all complaints seriously and are committed to addressing them promptly, fairly, and effectively. This document outlines the procedure for submitting and resolving complaints.
2. Purpose
The purpose of this Patient Complaint Procedure is to:
- Provide patients with a clear and accessible process for raising concerns or complaints.
- Ensure all complaints are treated with respect, sensitivity, and confidentiality.
- Resolve complaints in a timely and satisfactory manner.
- Use feedback from complaints to continually improve our services.
3. Submitting a Complaint
If you have a concern or complaint, we encourage you to:
- Discuss the issue with your consultant psychiatrist or a member of our staff, as they may be able to address your concerns immediately.
- If your concern is not resolved to your satisfaction or you feel it is more appropriate, you may submit a formal complaint in writing to:
Mrs Susan Jones, Practice Manager
The ADHD and Autism Clinic Office 2, 266 Banbury Road Oxford, OX2 7DL
Email: office@adhdandautismclinic.co.uk
Please include the following information in your written complaint:
a. Your full name, contact information, and the patient’s name (if you are the patient’s representative).
b. A detailed description of your concern or complaint, including dates, names of individuals involved, and any relevant details.
c. Any actions you have taken to try to resolve the issue and the outcome of those actions.
d. What you would consider to be a satisfactory resolution to your complaint.
4. Complaint Resolution Process
Upon receiving your written complaint, Mrs Susan Jones, Practice Manager, will acknowledge receipt within five working days and provide you with a reference number.
Mrs Susan Jones will investigate your complaint, which may include contacting you for additional information, speaking with the consultant psychiatrist and/or staff members involved, and reviewing relevant records.
We aim to resolve complaints within 25 working days of receipt. If we anticipate a delay in the investigation, we will notify you of the reasons for the delay and provide an updated timeline.
Once the investigation is complete, Mrs Susan Jones will send you a written response outlining the findings, any actions taken, and any proposed changes to our practice as a result of your complaint.
If you are not satisfied with the response, you may request a review of your complaint by the Independent Sector Complaints Adjudication Service (ISCAS). Please inform Mrs Susan Jones of your request within 14 days of receiving the response.
To contact ISCAS, use the following information:
Independent Sector Complaints Adjudication Service (ISCAS)
CEDR – Centre for Effective Dispute Resolution
70 Fleet Street, London EC4Y 1EU
Email: info@iscas.org.uk
5. Confidentiality
All information relating to your complaint will be treated as confidential and in accordance with applicable data protection laws. We will only share information with those involved in investigating and resolving your complaint. To learn how we handle your data, visit our Privacy Policy.
6. Record Keeping
We will maintain a record of your complaint, including all correspondence, findings, and actions taken, for eight years. Although the ADHD and Autism Clinic is a private service, our retention policy aligns with the NHS Records Management Code of Practice.
7. Continuous Improvement
We value feedback from our patients and their representatives and will use the information gathered from complaints to review and improve our services continually. We are committed to learning from complaints and implementing necessary changes to enhance the patient experience at The ADHD and Autism Clinic.