Complaints Procedure
Introduction
Midlands ADHD Clinic believes that if a client or their relatives are unhappy about any element of the care we provide, or if they feel that we can improve in some way, that the client or their relatives are fully entitled to complain.
We welcome feedback in any form and believe that feedback provides the opportunity to learn, improve and develop the service we are providing. Any complaints, comments or feedback will be taken seriously and dealt with appropriately.
We will always investigate complaints; and appropriate action will be taken in response to issues that are identified.
How to make a complaint
If you wish to make a complaint, this can be done by telephone, in person or in writing. You may wish to raise your complaint with the Registered Manager of Midlands ADHD Clinic.
The Registered Manager is responsible for investigating complaints, and for ensuring that all complaints are dealt with. If you feel it is necessary to complain directly to the Registered Manager, please contact:
Email: support@midlandsadhdclinic.co.uk
Dr Abigail Pamich
93 Barnards Green Road
Malvern
Worcestershire
WR14 3LT
Telephone: 01684877115
If your complaint is made by telephone or in person, please let us know it is a formal complaint which we will then investigate. We will make a written record of your complaint and will provide you with an acknowledgement email within 3 working days. You are fully entitled to make your complaint in writing. Our letter of acknowledgment will contain the name of the person who will investigate your complaint.
How your complaint will be investigated
Your complaint will be thoroughly investigated. This will be done within 30 working days, and we will provide you with a written response detailing the outcome of the investigation and any action that has been taken.
During the investigation, the Registered Manager will need to collect and examine evidence in a variety of ways. This may include carrying out interviews, looking at written records and documentation and they may wish to visit you or speak to you over the phone.
The Registered Manager will keep you informed about the progress of the investigation, either by telephone or in writing.
If the matter of the complaint is particularly complex it may take longer than 30 working days to investigate. This may be if there are a number of complaints, and multiple people involved, we may need to extend the time to allow enough days for a thorough investigation. We will let you know about the delay, and a new date for the conclusion of the investigation will be agreed.
Any communication about your complaint, and the outcome of the complaint, will always be conveyed to you in writing. All investigations regarding complaints must be concluded within 6 months.
If you are dissatisfied with the outcome of your complaint
After Midlands ADHD Clinic has fully dealt with your complaint and if you are not satisfied with the outcome, you may wish to complain to the Local Government Ombudsman (LGO). The LGO provides a free, independent service and can be contacted for advice, guidance or to register a complaint. The contact details for the Local Government Ombudsman are:
PO Box 4771
Coventry, CV4 0EH
Tel: 0300 061 0614
Email: advice@lgo.org.uk
Web: www.lgo.org.uk
Midlands ADHD Clinic is registered with and regulated by the Care Quality Commission (CQC). CQC is happy to receive information about our service at any time. The Care Quality Commission can be contacted as follows:
National Customer Service Centre
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Email: enquiries@cqc.org.uk
Complaints from Representatives
We will only accept complaints from a client’s representative if they have the consent of the client; or when the client cannot complain unaided. The representative must always be acting in the client’s best interests.
Anonymous Complaints
Any complaints that are made anonymously will be taken seriously and the details of the complaint documented. If you make an anonymous complaint, it will be investigated but we will not be able to provide you with details of the outcome.
Recording of Complaints
Finalised complaints are kept at our office; and the details of all individual complaints are logged on our Complaints Control Spreadsheet.
Advocacy
If you require assistance in understanding this procedure or support in making your complaint, we can provide you with details of local advocacy services. Please contact the Registered Manager for further information.
Annual Development Plan
Midlands ADHD Clinic completes an Annual Development Plan. This Plan is completed so that we can assess our historic performance and improve on it during the following year. It is only through this on-going review of our services that we can develop and improve on what we provide for our clients. Complaints are one of the areas that we review as part of the Annual Plan. We specifically consider the following:
- The type and number of complaints received
- The subject matter of the complaints
- The outcomes of the complaints
- Thereafter, we issue recommendations
This report will be shared with the management team within the organisation and will be used to review the service.
Monitoring
The Registered Manager will monitor complaints.