Complaints and Feedback Policy
We want our service to meet your expectations. If you have a concern or complaint about any aspect of our service, we want to know what mistakes we made and identify how we can improve to ensure that we meet your expectations in future. Our aim is to learn from any feedback we receive and improve the service we provide to our patients.
We will deal with complaints courteously and promptly and aim to resolve the matter as quickly as possible.
Read our Complaints Policy
A. Confidentiality Notice
This document and the information contained therein is the property of OVAL MEDICAL CENTRE.
This document contains information that is privileged, confidential or otherwise protected from disclosure. It must not be used by, or its contents reproduced or otherwise copied or disclosed
without the prior consent in writing from OVAL MEDICAL CENTRE.
B. Document Details
Classification: PUBLIC
Author and Role: Domingos Santos
Organisation: OVAL MEDICAL CENTRE
Current Version Number: 5
Current Document Approved By: J Dhariwal
Date Approved: 05/12/2019
C. Document Revision and Approval
Date: 08/11/2023
Version Created By: Domingos Santos
Version Approved By: J Dhariwal
Comments: Complaint Procedure -Step 3
Updated Next Review Date: 08/11/2025
Purpose
The protocol sets out the approach of OVAL MEDICAL CENTRE to the handling of complaints.
This protocol is relevant to all employers and anyone who works at OVAL MEDICAL CENTRE, including non-clinical staff and visitors/observers on the premises must also adhere to this.
This protocol will be reviewed annually to ensure that it remains effective and relevant.
Importance of having a complaints procedure
In spite of the efforts of all staff it is likely that a complaint will be made by a patient at some point.
To reduce the anxiety and apprehension for both patients and staff it is crucial to have a procedure for handling complaints.
How complaints can be made
Complaints may be received in writing or orally. Where a patient is unable to communicate a complaint by either means on their own then arrangements will be made to facilitate the giving of the complaint.
Persons who can complain
Complaints can be made by patients, former patients, someone who is affected, or likely to be affected, by the action, omission or decision of individuals working at the practice, or by a representative of a patient who is incapable of making the complaint themselves.
When a complaint is made on behalf of a child, there must be reasonable grounds for the complaint being made by the representative rather than the child and the complaint must be being made in the best interests of the child. If this is not the case, then written notification of the decision not to investigate the complaint must be sent to the representative.
Time limit for making a complaint
Complaints can be made up to 6 months after the incident that gave rise to the complaint, or from when the complainant was made aware of it. Beyond this timescale it is at the discretion of the practice as to whether to investigate the matter.
Persons responsible for handling complaints
Complaints Manager [DOMINGOS SANTOS]: The Complaints Manager is responsible for the handling and investigation of complaints.
Initial handling of complaints
1) When a patient wishes to make an oral complaint then the Complaints Manager is to arrange to meet the complainant in private to make an assessment of the complaint. The complainant is to be asked whether they would like to be accompanied at this meeting.
2) The complaint should be resolved at this meeting if possible. If the complaint is resolved then it should be recorded in the complaints register and the implicated staff member is to be told about the details of the complaint.
3) When the complaint cannot be resolved the patient is to be asked to make a written complaint.
If necessary the Complaints Manager is to write down the complaint on their behalf verbatim. The written complaint is to be recorded in the complaints register.
4) The Complaints Manager is to acknowledge a written complaint in writing within 3 working days, stating the anticipated date by which the complainant can expect a full response.
Investigation of complaint
1) The Complaints Manager is to discuss the complaint with the implicated member of staff to establish their recollection of events.
2) If the complaint is against the Complaints Manager, then the complaint is to be referred to the CEO [JASWINDER DHARIWAL] for investigation.
3) The complainant is to be invited to a meeting to discuss the complaint with the Complaints Manager and asked if they would like to be accompanied at this meeting. If appropriate and with prior consent from the complainant the staff member complained about can be present at that meeting. Minutes should be taken.
4) The timescale to respond is to be agreed with the complainant at that meeting and documented in the complaints register.
5) The full response must include:
an explanation of how the complaint was considered; the conclusions reached in relation to the complaint and any remedial action that will be needed; confirmation as to whether the practice is satisfied that any action has been taken or will be taken.
6) If it is not possible to send the complainant a response in the agreed period it is necessary to write to the complainant explaining why. Then a response is to be sent to the complainant as soon as is reasonably practicable.
Recording complaints and investigations
A record must be kept of:
• each complaint received;
• the subject matter of the complaint;
• the steps and decisions taken during an investigation;
• the outcome of each investigation;
• when the practice informed the complainant of the response period and any amendment to that period;
• Whether a report of the outcome of the investigation was sent to the complainant within the response period or any amended period.
Review of complaints
Complaints received by the practice are to be reviewed at staff meetings to ensure that learning points are shared.
A review of all complaints will be conducted annually by the Complaints Manager to identify any patterns.
Unreasonable complainants
On rare occasions, despite your best efforts to resolve a complaint, the person making it can become aggressive or unreasonable. It is important to know how to handle circumstances such as these.
There are a number of ways to help manage the situation:
- Make sure contact is being overseen by a manager at an appropriate level in the organisation;
- Provide a single point of contact with an appropriate member of staff and make it clear to the complainant that other members of staff will be unable to help them;
- Ask that they contact you only in one way, appropriate to their needs (eg by phone);
- Place a time limit on any contact with the complainant;
- Restrict the number of calls or meetings you will have with them during a set period;
- Ensure that any contact involves a witness;
- Refuse to register repeated complaints about the same issue;
- Only acknowledge correspondence you receive about a matter that has already been closed;
- Explain that you do not respond to correspondence that is abusive;
- Make contact through a third person such as a specialist advocate;
- Ask the complainant to agree how they will behave when dealing with your service in the future;
- Return any irrelevant documentation and remind them that it will not be returned again.
When using any of these approaches to manage contact with unreasonable or aggressive people, it is important to explain what you are doing and why, and to keep a detailed record of the ongoing
relationship.
Read our Complaints Procedure
We want our service to meet your expectations. If you have a concern or complaint about any aspect of our service, we want to know what mistakes we made and identify how we can improve to ensure that we meet your expectations in future. Our aim is to learn from any feedback we receive and improve the service we provide to our patients.
We will deal with complaints courteously and promptly and aim to resolve the matter as quickly as possible.
Making a complaint
If you wish to make a complaint or simply let us know how we could have done better, please contact Domingos Santos our Complaints’ Manager:
- By telephone on 07424019300
- By email at admin@ovalgpsurgery.co.uk
- Online: Fill in this form
- By letter to 2 Clapham Road, Oval, London SW90JG to attention of Practice Manager
- In person.
STAGE 1
Complaints of a minor nature should be raised immediately with either the doctor or the Practice
Manager with the aim of resolving the problem directly. It is anticipated that the vast majority of complaints will be resolved in this way.
Nonetheless, complaints must be documented.
If you are still not satisfied with the response to your complaint, you should use stage 2 of the procedure outlined below.
STAGE 2
The Clinic appreciates that there may be occasions where the above process is inappropriate and that a more formal approach is necessary.
Where it has not been possible to resolve matters to your satisfaction under Stage 1, you should write to the Complaints’ Manager. Your complaint must be specific and comprehensively documented. You should present full details, including your name and address, any relevant documentation, and dates, locations and witnesses as appropriate. You should also detail any previous unsuccessful attempts at resolution. Finally, you should state what reasonable steps you believe should be taken to resolve the complaint.
You should expect to receive an acknowledgement from the Complaints’ Manager of your written complaint within 3 working days, together with a copy of this procedure. It is our aim that most complaints under Stage 2 should be resolved within 20 days. You will be informed if there is likely to be any delay in the process.
As part of the process of attempting to establish the facts of the complaint the Complaints’ Manager may hold separate meetings with any persons who were involved with the circumstances giving rise to your complaint, and may also wish to meet with you and any material witnesses. A written record of meetings will be made by the Complaints’ Manager.
The Complaints’ Manager will notify you in writing of the result of your complaint and the reasons for the decision.
OVAL MEDICAL CENTRE Complaints Procedure
Should your complaint relate to the Complaints’ Manager to whom it would normally be referred under stage 2, it should instead be submitted to OVAL MEDICAL CENTRE CEO [JASWINDER DHARIWAL] who will arrange for it to be heard by an alternative not previously involved in the case.
STAGE 3
If your complaint was about your treatment and you are not satisfied with the result of our investigation, you can take up the matter with a relevant external organisation.
- Independent Sector Complaints Adjudication Service (ISCAS) – Patient Complaints
Adjudication Service for Independent Healthcare
info@iscas.org.uk
020 7536 6091
Results
Do remember that complaints will not always produce the outcome preferred by a complainant.
For instance, policy decisions or resourcing beyond the Clinics’ control may affect the level of service provided. However, whatever the decision, we undertake to inform you of the result of a complaint and the reasons for it.
Anonymity
In general, those about whom complaints are made have a right to know what is being claimed and who is making a complaint.
Where a complaint is made in writing, a copy will normally be supplied to the people who are the subject of the grievance.
You will not be discriminated against or suffer recrimination as a result of making a complaint.
Confidentiality
It is the Clinics’ expectation that the confidentiality of the documentation generated by a complaint will be respected by all parties.
Read our Feedback Policy and Procedure
Purpose
At Oval Medical Centre, we are committed to providing an exceptional experience for all our patients, relatives, and visitors.
Your feedback is essential in helping us continuously improve our services and care. We welcome and value your comments, and we encourage you to share your experience with us.
How to Provide Feedback
We offer several convenient ways for you to leave feedback:
Patient Satisfaction Questionnaire
In-Person: You can complete a Patient Satisfaction Questionnaire available in our waiting area.
Additional copies can be obtained from the reception team.
Online: Access the questionnaire using the QR code displayed in the waiting area or via the following link: Patient Satisfaction Questionnaire.
Online Reviews
Doctify: Click here
Google: Click here
CQC Feedback: Provide feedback directly to the Care Quality Commission (CQC) through this link: Click here
Post-Appointment Feedback
Four hours after your appointment, each patient at Oval Medical Centre will receive an email containing a link to one of the feedback options above. This allows you to easily share your thoughts on the service you received.