Formal complaints process
Centre for Surgery has established processes for dealing with complaints in accordance with timelines set out primarily in the National Minimum Standards (NMS) in England and Wales, and these are supported by the Private and Voluntary Healthcare (England) Regulations 2011 (PVH Regulations).
Our aim is to give our patients the highest possible standard of service, and we try to deal with all complaints as quickly as possible. We ask that in the event of any complaint, you speak with or write to the customer service manager, who will act on your complaint accordingly. Our complaints policy is designed to make sure that we settle any complaints as quickly as possible.
Centre for Surgery has two progressive stages for the handling of complaints.
Complaints Process
Should your complaint not be resolved within 20 working days of receipt, the details of your complaint will be escalated to our customer service manager – Carolyn Reilly. Your complaint will then be investigated accordingly. The complaint investigation will include staff interviews, discussions and meetings as appropriate. Records of complaints will be kept for at least eight years as part of our clinic record retention policy. In the case of a written complaint, you will receive a written response in reply to your complaint within three working days to indicate that the appropriate action is being taken. Resolution of the complaint within 20 working days. If not achieved, a letter of explanation will be issued.
Stage 1 Local Resolution
The customer service manager, Carolyn Reilly (c.reilly@centreforsurgery.com), has direct responsibility for dealing with complaints at 95-97 Baker Street. She will acknowledge all complaints within three working days of receipt of the complaint (unless a full reply is sent within five working days) and aim to have looked into the complaint within 20 working days of receipt.
When we look into a complaint, we shall aim to:
- Find out what happened and what went wrong
- Make it possible for the complainant to discuss the problem with those concerned.
- Make sure the complainant receives an apology where appropriate
- Identify what we can do to ensure the problem doesn’t happen again.
At the end of the investigation, the complaint will be discussed with the complainant in detail, either in writing or in person.
Complaining on behalf of someone else
If the complaint is received on behalf of someone else, the rules of patient confidentiality will be kept.
A letter signed by the person concerned will be needed unless they are incapable (because of illness) of providing this to allow the complaint to be investigated.
Stage 2 Internal Appeal
If the patient is unhappy with the response to their complaint and wishes to request an internal appeal, this should be done within 20 working days of the date of the final written response. The request should be made in writing to the managing director. The complaint will be considered, and undertake a review of the correspondence and the handling of the issue. The managing director will then either confirm the decisions and actions of the Clinic Manager or offer an alternative resolution.
Centre for Surgery T/A M Sarwar Ltd
95-97 Baker Street
London
W1U 6RN
Stage 3 External Appeal
If the complainant remains dissatisfied with the outcome of their complaint, you will be advised to contact an independent advocate, i.e. Citizens Advice Bureau.
The Care Quality Commission does not provide a complaints arbitration or resolution service but will use the information in the report in their regulatory work with the provider.
CQC email: feedback@CQC.org.uk
