Complain Policy

Who we are

Website: https://www.comfortscan.co.uk

Service Provider: Comfort Scan Ltd, a registered company in the UK and CQC Registered Service Provider (referred to as “we,” “us,” or “our”)

1. INTRODUCTION

This policy outlines procedures and responsibilities within Comfort Scan Ltd (“the Organisation “) for handling any concerns, issues or complaints that may arise.

2. RELEVANT CQC FUNDAMENTAL STANDARD/H+SC ACT REGULATION (2014)

Regulation 16: “Complaints”.

3. PURPOSE AND OBJECTIVES

The purpose of this policy is to ensure that service users’ complaints or concerns are correctly managed.

Comfort Scan Ltd, although an independent body, aspires to meet the principles set out in the NHS Constitution, which are:

• The right to have any complaint made about our services dealt with efficiently and to have it properly investigated.
• The right to know the outcome of any investigation into a complaint.
• The right to take a complaint to an independent review (Like CQC and or CeDR) if the complainant is not satisfied with the way their complaint has been dealt with by us.
• The commitment to ensure service users are treated with courtesy and receive appropriate support throughout the handling of a complaint; and the fact that they have complained will not adversely affect their future treatment.
• When mistakes happen, they shall be acknowledged; an apology made; an explanation given of what went wrong; and the problem rectified quickly and effectively.
• Demonstrating a commitment to ensure that the organisation learns lessons from complaints and claims and uses these to improve our services.

4. DUTIES AND RESPONSIBILITIES

• The Registered Manager holds overall responsibility for ensuring the development, implementation and operation of this policy regarding complaints.
• The Registered Manager will also lead and oversee the process of the implementation of this policy, as well as monitoring its compliance and effectiveness.

Our Manager will be:

• Responsible for managing the procedures for handling and considering complaints.
• Ensuring that replies are drafted and signed by the CQC Registered Manager or another authorised person.
• Responsible for ensuring that action is taken, if necessary, in the light of the outcome of a complaint or investigation.
• Responsible for the effective management of the complaint procedure.

5. POLICY STATEMENT

Everyone has the right to expect a positive experience and a good treatment outcome. In the event of concern or complaint, service users have a right to be listened to and to be treated with respect.

As an authorised provider, Comfort Scan Ltd will manage complaints properly so user concerns are dealt with appropriately. Good complaint handling matters because it is an important way of ensuring our users receive the service they are entitled to expect.

Complaints are also a valuable source of feedback; they provide an audit trail and can be an early warning of failures in service delivery. When handled well, complaints provide an opportunity to improve service and reputation.

6. COMPLAINTS PRINCIPLES

• Service users are encouraged to provide suggestions, compliments, concerns and complaints, and we offer a range of ways to do it.
• All complainants are treated with respect, sensitivity and confidentiality.
• All complaints are handled without prejudice or assumptions about how minor or serious they are. The emphasis is on resolving the problem.
• Service users and staff can make complaints on a confidential basis or anonymously if they wish, and be assured that their identity will be protected.
• Service users will not to be discriminated against or suffer any unjust adverse consequences as a result of making a complaint about standards of care and service.

7. COMPLAINTS PROCEDURE

Comfort Scan Ltd aims to provide all Patients with the highest standards of care and customer service. If we fail to achieve this, we listen carefully and respond to complaints swiftly acknowledging any mistakes and rectifying them so that we can make improvements to our service.

There will be 3 stages to the Provider’s complaints process:

• Stage 1 – Local resolution
• Stage 2 – Internal appeal
• Stage 3 – Independent external

Stage 1 – Local Resolution

• All complaints should be raised directly with the CQC Registered Manager (or Complaints Manager if different) in the first instance and should normally be made as soon as possible / within 6 months of the date of the event complained about.
• The Patient will be given a copy of the complaints procedure and invited to attend a face-to-face meeting with the CQC Registered Manager to try and resolve the issue at an early stage.
• The CQC Registered Manager will review the case in detail and take statements from all staff members/sonographers concerned.

To make a formal complaint, please contact:

Stage 2 – Complaint Review

If the complainant escalates their complaint to Stage 2, the CQC Registered Manager will provide a written acknowledgement within 3 working days. This involves an objective review by a senior member of staff not involved in Stage 1.

Stage 3 – Independent External Adjudication

Complainants have the right to an independent external adjudication:

• CEDR Services Ltd: 100 St. Paul’s Churchyard, London EC4M 8BU. Web: www.cedr.com
• Care Quality Commission (CQC): Phone: 03000 616161. Web: www.cqc.org.uk

8. MANAGING COMPLAINTS

All staff are expected to encourage service users to provide feedback and attempt resolution at the point of service wherever possible.

9. PROMOTING FEEDBACK

We ensure that information about how to raise a concern or complaint is accessible through our website, booking emails, and verbal interactions.

10. COMPLAIN ASSESSMENT

After receiving a formal complaint, our CQC Registered Manager reviews the issues in consultation with relevant staff to decide what action should be taken.

11. RECORDS AND PRIVACY

Personal information in individual complaints is kept confidential and only made available to those who need it to deal with the complaint.

12. COMPLAINTS ABOUT INDIVIDUALS

Where an individual staff member is mentioned, the matter will be investigated fairly while maintaining confidentiality and informing the staff member involved.

13. VEXATIOUS COMPLAINTS

In rare cases of unreasonable or excessive behavior, we may implement formal measures to protect staff wellbeing, such as limiting contact methods or frequency.

14. MONITORING AND EVALUATION

The CQC Registered Manager continuously monitors resolution times and annually reviews the management system against best practice guidelines.