Introduction
This Policy outlines procedures and responsibilities within KSL Clinic for handling any concerns issues or complaints that may arise.
Relevant CQC Fundamental standard /H+SC act regulation (2104)
Making a complaint
KSL Clinic is committed to providing care that is respectful, compassionate, and fair. If you are dissatisfied with any aspect of your treatment or experience at KSL Clinic, you have the right to make a complaint.
When you feel our service has not met your expectations it’s imperative for us to know so that we may provide resolution and continually improve our care and service delivery.
Complaints may be made in person, by telephone, or in writing. If you require assistance in raising a complaint, our team will be happy to support you throughout the process.
To Raise a concern
We are keen to resolve your concern at the time it occurs, ensuring the rest of your visit is as worry-free as possible.
Should you have any concerns during your visit, please raise these directly with the member of staff caring for you. Our staff may need to escalate your feedback to the senior staff member for further intervention or support.
Should you have any concerns following your visit, please contact your Surgical Coordinator or Consultant, who will welcome the opportunity to help and act to resolve your concern efficiently.
Stage 1 – Local resolution
- Upon receipt of your complaint, you will receive a written acknowledgement within two working days unless a full response can be sent to you within five working days.
- If we cannot provide you with a written response within five working days, we will aim to provide you with a response within 20 working days of the date of your complaint.
- If we cannot provide you with a full response within 20 working days, we will write to you notifying you of any delays. In this situation we will regularly update you on the progress of your complaint.
- All Complaints must be submitted within 18 months of the procedure date.
- If your complaint relates to the outcome of a surgical procedure, it will be discussed with the relevant surgeon and may require additional consultation. This is to ensure a full explanation and, where possible, a resolution of your concerns.
- We aim to provide a full written response within 20 working days. If this is not possible, we will inform you of the reason for the delay and provide an updated timescale.
Stage 2 – Internal Review
If you remain concerned with our response at Stage 1 you are entitled to have your complaint reviewed at Stage 2.
To conduct a Stage 2 review, you can request your complaint be escalated to the Operations Director within six months of the date of our final Stage 1 letter outlining your concerns regarding our response.
Once we have received your complaint you will receive a written acknowledgement within two working days of receipt.
A written response following the Internal review will be provided to you within 20 working days of receipt.
If we cannot provide you with a full response within 20 working days, we will write to you notifying you of any delays. In this situation, we will regularly update you on the progress of your complaint.
Stage 3 – Independent external adjudication
Should you be dissatisfied with the outcome of the Internal review at Stage 2 you may refer your complaint to the Independent Sector Complaints Adjudication Service (ISCAS) for an independent external review.
Complaints cannot access stage 3 until stages 1 and 2 have been completed. ISCAS will direct the complainant back to the provider if this has not been completed
Complainants must provide the following: reason for complaint, the issues that have not been resolved and what outcome they are seeking from stage 3.
You must contact ISCAS in writing within six months of receiving your final reply from the Senior Management Team delegate at Stage 2
If you wish to register your request for an independent external review at the address below:
Independent Sector Complaints Adjudication Service
100 St Paul’s Courtyard
London
EC4M 8BU
T: 0207 536 6091
Email: info@iscas.org.uk
www.iscas.org.uk
ISCAS will provide you with further details of this stage of the complaint process. It is important that you read the details provided carefully before deciding whether or not to proceed.
Once you have confirmed that you wish to proceed, ISCAS will make the necessary arrangements. You can then expect:
- An independent external adjudicator to review your case.
- To be kept informed of the timing of events by the adjudicator.
- To be notified of the final decision in writing with explanations.
Please note that the adjudicator’s decision is final and binding. However, it does not affect your right to take legal action.
