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Complaints Policy


At The Whiteley Clinic Ltd we strive to provide our patients with the best service possible. We have a complaints procedure in place to ensure that all grievances are dealt with promptly and effectively.


This policy aims to ensure an effective working model for complaints management, including written procedures and guidelines for handling and investigating complaints and this is
implemented across TWC.


Should you feel unhappy about any aspect of the service or care that we have provided, please make a comment or provide feedback at any time, and to any member of our staff.


The Whiteley Clinic will make reasonable efforts to:



  • Identify areas of good practice, strengths and what TWC does well

  • Identify areas for improvement, lessons learned and any changes to be made as a result

  • Demonstrate that TWC values patients' and others' concerns and comments about the work of the team by making changes in response to feedback received


How to raise a concern or complaint?


We encourage you to speak to a member of staff at the earliest opportunity, they will endeavour to resolve the issue immediately (or within 24 hours) if it is within their role and realm of responsibility, or, involve the Chief Operating Officer and Registered Manager, if it is not within their role and realm of responsibility


If a complaint can be resolved to the complainant's satisfaction within 24 hours, it is not necessary to go through the formal complaints process


If it cannot be resolved to the complainant's satisfaction within 24 hours, the complaint will be recorded as a formal complaint.
TWC will acknowledge your formal complaint in writing within 3 working days.


Stages



Stages 1 to 3 will be followed as per The ISCAS code (Independent Sector Complaints Adjudication Service, details below).


Stage 1- Your complaint will be investigated, and we will aim to resolve it amicably within 20 working days


Stage 2- Unresolved complaints. Internal review of your complaint by someone who was not involved at Stage 1.


Stage 3- If unhappy with our internal investigation The Whiteley clinic are registered with ISCAS, Independent Sector Complaints Adjudication Service where your complaint can be escalated and an external independent adjudication process will commence.


If the complainant is not the patient, consent to investigate and resolve the complaint must be obtained from the patient



  • Acknowledgement of the complaint will be made to the complainant in writing
    within three working days detailing the complaint and that an investigation will be undertaken

  • Where possible and appropriate, the complainant should outline their expectations and preferred outcome(s)

  • An action plan and timescale will be agreed, and this will be communicated in writing

  • The complaint will then be investigated after which the complainant will receive a reply and response as agreed in the plan and a meeting offered if necessary and appropriate

  • Should the complainant be dissatisfied with the response, further discussion and efforts must be made to resolve the complaint


So, we can fully investigate your concern / complaint, please include:



  • Your full name, address, date of birth

  • Who or what has caused your concerns including the name and position of staff member

  • Where and when the events took place

  • What action you have already taken, if any

  • What outcome you want from your complaint


Stage 3 is the final stage in the complaints process and the adjudication decision is final. Both subscribers and complainants agree to accept the finality of the decision as part of their participation in the independent adjudication process.


There is no right of appeal against the adjudicator's decision.


ISCAS is recognised by the regulators, with whom it has an information sharing agreement, namely the Care Quality Commission (CQC).



  • Where all attempts to resolve the complaint locally have been unsuccessful, details of the Independent Sector Complaints Adjudication Service (ISCAS) will be shared with the complainant.

  • To contact the Independent Sector Complaints Adjudication Service (ISCAS) email: [email protected].
    https://iscas.cedr.com/  Telephone 02075366091
    Alternatively, post any correspondence to:
    ISCAS, CEDR, 3rd Floor, 100 St. Paul's Churchyard, London, EC4M 8BU

  • Details of The General Medical Council (GMC) may also be shared with the complainant.
    Contact number: 0161 923 6602
    Address: Regent's Place, 350 Euston Road, London NW1 3JN


Contact details:


You can contact the Chief Operating Officer Naomi Sheppard via:
Post: The Whiteley Clinic, Stirling House, 1 Stirling Road, Guildford, GU2 7RF Telephone: 0330 058 1850
Email: [email protected]


TWC do have a more extensive internal Complaints policy which can be viewed upon request.