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Complaints
& Compliments
Menoclinics
Complaints and Compliments Policy
POLICY STATEMENT
We are committed to providing high-quality care and support to all individuals that access our service. We recognise the importance of addressing both complaints and compliments to ensure continuous improvement in our services. This policy is designed to outline the process for making a complaint or compliment, ensuring transparency and responsiveness in handling feedback.
We take all complaints seriously and aim to investigate them thoroughly. This policy reflects our commitment to supporting our clients.
PROCEDURE
If a client wishes to make a complaint or express their views, they can contact the registered manager through the contact details provided on our website.
Stage 1: Initial Complaint Submission
Clients can submit complaints via email or our website’s contact form. If a verbal complaint is made, the team member receiving the complaint will document the issue in writing and, if needed, offer assistance such as interpretation services.
A Complaints Form will be completed to gather the necessary information about the issue. This form should include the nature of the complaint and the relevant details.
Complaints should be recorded in the clinic’s central Complaints Ledger by a member of the team, and will be acknowledged within 5 working days.
Note: Clients will be assured that there will be no discrimination or disadvantage for submitting a complaint. We will ensure that support is available for those who need help in navigating the complaints process.
Stage 2: Acknowledgement of the Complaint
Upon receipt of a complaint, the designated staff member will acknowledge the complaint in writing. A Complaint Acknowledgement Letter will be sent to the complainant, along with a copy of our Complaints and Compliments Policy and a contact email address for returning any further details.
We will request additional information if necessary to properly investigate the matter.
Stage 3: Investigation of the Complaint
The appropriate team member will investigate the complaint fully. All investigations should be completed within 10 working days. The investigation process will be recorded on the Complaint Investigation Form, noting the steps taken and any actions proposed.
Stage 4: Outcome Communication
The findings of the investigation, along with any actions taken, will be communicated to the client within 28 days. The outcome will be documented on a Complaint Outcome Form, and any necessary follow-up actions will be included. A copy of the Appeals Procedure will also be provided to the complainant.
Storage and Record Keeping
Records of complaints will be securely stored in the client’s digital file and the relevant team member’s employment records. These records will be retained for at least 3 years from the date of the last entry.
The Nominated Individual will review complaints and compliments on a quarterly basis to identify trends and ensure continuous improvement in services. A summary of complaints will be available to regulatory bodies such as the Care Quality Commission (CQC) upon request.
Appeals Procedure
If a complainant is not satisfied with the outcome of the complaint, they have the right to appeal the decision.
Stage 5: Appeal Submission
If the complainant feels they have been treated unfairly, or that there was a breach of confidentiality, or if the investigation did not meet their expectations, they may submit an Appeals Form to the registered manager within 14 working days.
The registered manager will review the appeal and respond within 14 working days.
Stage 6: Appeal Outcome
The outcome of the appeal will be communicated to the complainant on the Complaint Outcome Form. The decision may result in the original complaint being upheld or revised. If the issue remains unresolved, the complainant may contact the Care Quality Commission or another relevant oversight body.
Care Quality Commission (CQC) Contact Details:
COMPLIMENTS
We greatly appreciate compliments and positive feedback from our clients. If a compliment is received regarding a specific healthcare provider/member of the team, it will be forwarded to the individual concerned and a note will be made in their professional records. Written compliments will be kept in the Compliments Portfolio, and verbal compliments will be documented by the team and added to the records.
Any compliment about the service or overall clinic will be recorded in the Compliments and Complaints Ledger. These records will also be reviewed regularly for trends, with a summary compiled and made available to regulatory bodies on request.
Final Note
We strive to create a respectful and transparent environment for both complaints and compliments. All feedback is taken seriously as part of our commitment to continuously improving our online menopause and GP services and ensuring that our clients receive the best care possible.