Policy for Handling and Investigation of Complaints
All complaints will be dealt with quickly and effectively between the individuals concerned and any justified grievances will be promptly remedied. It will be made clear to the complainant that they may contact the CQC at any time in connection with a complaint.
If the CQC wishes to investigate a complaint, Wimpole Aesthetic (Medical) LTD T/A IVBOOST UK Limited will provide adequate facilities for any authorised person to interview, in private, any patient.
Any complaints of unprofessional conduct against a doctor will be referred to the General Medical Council. Complaints about nursing staff will be referred to the Nursing and Midwifery Council.
A notice will be posted in the waiting rooms giving a clear indication to all patients that should they wish to register a complaint they should in the first instance address it in writing to:
Dr Joshua Berkowitz
Wimpole Aesthetic (Medical) LTD / T/A IVBOOST UK Limited
48 Wimpole Street
The notice will also contain the name, address and telephone number of the CQC.
Procedure for Handling of Complaints
All complaints will be fulling investigated by the Registered Manager, Joshua Berkowitz.
All complainants will receive a written acknowledgement within 2 working days of the complaint.
The complainant will receive a written response within 20 working days or a written explanation of why the response is taking longer and when they can expect a response. A full response will be made within 5 working days of a conclusion being reached.
All staff involved in a complaint will be informed of the outcome and advice on preventing a recurrence.
On completion of a complaint, a full written report will be made including any recommendations and actions by the Registered Manager, Joshua Berkowitz.
Where a complainant is not satisfied at the conclusion of the complaint process they have several options depending upon the nature of the complaint:
1. Independent arbitration service (see below)
2. Where the complaint may relate to a breach of professional standards of conduct, clinical competence or fitness to practise, patients can raise their concerns with the appropriate professional regulator (Doctors- General Medical Council and Nurses- Nursing and Midwifery Council). (See below)
3. Where the complaint relates to a breach of statutory regulations and the organisation is registered with the CQC patients can contact the CQC (see below)
4. Patients retain the option of seeking legal advice relating to a complaint about the service provided by any healthcare provider
Any complaint proceeding to litigation will be notified to the CQC.
Complaints should be made in writing to the Registered Manager who will conduct an investigation and gather information.
This will lead to a full written report being produced and made available to those concerned.
The investigation will include:
• Speaking to all persons concerned
• Reviewing records and other documents
• Producing a written summary of the facts of the complaint
• Producing responses to written complaints
• Completing the appropriate records of the complaint
• Informing all relevant parties as to the outcome of the complaint and any remedial action
The CQC is the regulator for independent healthcare. The CQC has no statutory powers to investigate any complaints that patients or other members of the public make about independent healthcare services, nor do they have a regulatory role to manage, arbitrate or resolve their complaints, concerns or allegations. However, they will take account of all information that they receive from the public about registered independent providers, or about unregistered providers that they consider should be registered. They assess whether this concerning information suggests that:
• An offence has been committed as set out in the Health and Social Care Act 2008
• A regulation has been breached as set out in the associated regulations
• The provider has contravened a condition of their registration with us, as set out in their registration certificate
• If they suspect that the provider has committed an offence under the Act or a breach under the regulations, they are required to take action to bring about improvement.
Care Quality Commission
• CQC Healthcare
• Newcastle upon Tyne
• NE1 4PA
• Tel. no.: 03000616161
• Email: firstname.lastname@example.org
• Web: www.cqc.org.uk
Staff will provide help to any patient or relative of a patient wishing to make a complaint.
The General Medical Council
350 Euston Road
Tel. no.: 0161 923 6602
The Nursing and Midwifery Council
23 Portland Place
Tel. no.: 0207 73339333
Independent Arbitration Organisation:
Centre for Effective Dispute Resolution International Dispute Resolution Centre
70 Fleet Street
Tel. no.: +44 (0)20 7536 6000