Complaints Procedure

  1. Policy Statement

The company considers that a robust and accessible complaints procedure is an essential part of our duty as a fair and effective care provider. This complaints procedure should ensure that the interests of the people who use the clinic.

2. Definition of a Complaint

A complaint is an expression of dissatisfaction about the quality of service provided by a registered care service or about the competence, attitude or performance of member of the staff whilst carrying out their duties.

3. Who Can Complain

Complaints can be made by anyone including a person in receipt of a care service or by a person acting on their behalf or by any person dissatisfied with the competence, outcome, attitude or performance.

4. Key Principles

  • Accessibility: Complaints should be resolved as close to the point of complaint as possible.

  • Effectiveness: Complaints will be dealt with efficiently within the defined timescale.

  • Confidentiality: Any request for the identity of the complainant to remain confidential will be respected as far as possible.

  • Impartiality: Each complaint will be dealt with on its individual merits and impartiality.

  • Fairness: All those involved in the complaints process will be treated fairly.

5. Unreasonable, Persistent and/or Vexatious Complaints

Where it appears a complainant is acting unreasonably or vexatiously, the Director will seek advice from Legal Services.

The following circumstances may be regarded as illustrative of conduct by a vexatious complainant. The list is not exhaustive or conclusive.

  • Unreasonable persistent in pursuing a complaint where the complaints procedure has been fully and properly implemented and exhausted.

  • Unreasonably changing the substance of a complaint or continually raising new issues or seeking to prolong contact by continually raising further concerns or questions upon receipt of a response whilst the complaint is being addressed.

  • Unreasonable refusal of failure to accept documented evidence of treatment e.g. from documentation.

  • Unreasonable and disproportionate focus on trivial issues. (It is recognised that determining what a trivial matter is, can be subjective and careful judgement must be used in applying this criteria).

  • The threat or use of physical violence, verbal abuse or harassment towards clinician at any time. This will in itself cause personal contact with the complainant and/or their representatives to be discontinued and the complaint will thereafter only be pursued through written communication. All incidences will be documented.

  • Displaying unreasonable demands or expectations.

6. Anonymous Complaints

The company will only action “anonymous complaints where the principle of openness ought to be over ridden in the interests of the person in receipt of a clinics service. When accepting anonymous complaints, it will often be the case that this will limit a full investigation of the complaint.

  • OVERVIEW AND TIMESCALES
    The majority of complaints can and should be addressed quickly at the point of service delivery.

  • LEVEL 1- COMPLAINT RAISED WITH clinician
    This is the point where all reasonable efforts are made to fully understand the complainants concerns, to clarify the outcome they seek and to attempt to resolve the complaint in an informal manner.
    The level 1 process will be completed within no later than 5 working days of the recorded receipt of the complaint. Any complaint not resolved at this stage will progress to level 2. If complaint is regarding issues with the procedure, ace to face meetings are essential.

  • LEVEL 2- COMPLAINTS NOT RESOLVED AT LEVEL 1
    This is a more formal stage for complaints either unsuitable for or not resolved at level 1. This process requires complaints to be formally investigated and responded to within 14 working days unless a longer timescale has been agreed with the complainant. Again, face-to-face meets are essential to ensure the safety of the patient if the complaint is regarding concerns with the treatment. For example, bruising.

7. How to make a Complaint

A complaint may be made at any time to the clinician. Complaints may be made in writing, by telephone or in person.
The complainant must leave contact details if the complaint is not anonymous.

8. Assistance in making a complaint

Complainants may ask anyone to advise them on the formulation of their complaint and to advocate for them during the investigation.

9. OUTCOMES

There are three main outcomes of a complaint:

  • Upheld: used where the facts giving rise to a complaint have been established in the investigation undertaken by the manager.

  • Not Upheld: used where the facts giving rise to a complaint have not been established in the investigation

  • Partially Upheld: used where some facts giving rise to the complaint have been established.

  • Both the complainant and the complained will be advised of the outcome of the complaint.

10. Monitoring Complaints

The company will monitor all complaints and outcomes to give us valuable information on the quality of the service.

This will include:

  • The nature of the complaint

  • Nature of investigation

  • Findings, conclusions and recommendations

  • Outcome

  • Timescale for conclusion

  • Request for reviews

11. Complaints to Regulator

For those who remain dissatisfied with the outcome of their complaint or choose not to follow our procedure, please contact Health Improvement Scotland who are our regulatory body.

Healthcare Improvement Scotland
Delta House
50 West Nile Street
Glasgow G1 2NP
Telephone Number: 0131 623 4340