Introduction
Littlehampton Natural Health Centre sees Comments, Compliments and Complaints as valued means to continuously review and improve the services offered. They give valuable feedback in its continuing bid to develop high-quality services.
Patients or their friends, family, carers, other support services or the general public have the right to comment, question or complain about the services provided by Littlehampton Natural Health Centre.
This complaints policy seeks to create a positive approach. No person should feel inhibited and unable to speak up about any comment, compliment or complaint they wish to make. The procedure will help to give patients, their carers or those who come into contact with the clinic in some way confidence that they will be given a fair hearing.
Policy Objectives
- To provide an effective means for patients to complain if they are dissatisfied in any way with the service they receive or with a member of staff
- To enable patients to complain with (if required) the assistance of a representative
- To ensure complaints are dealt with in a courteous, efficient and timely manner
- To provide patients with a formal method of challenging decisions with which they disagree
- To inform future policy and service delivery
- To maintain records of complaints made so that regular reviews can be produced
By using this complaints policy, patients will know:
- How they can complain if they want to
- What will happen when they complain
- How the complaint will be handled
What is a complaint?
A complaint, for the purpose of this policy, is defined as: an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the Clinic and its staff.
For the avoidance of doubt, any concern raised by a patient, their representative, or any member of the public regarding the Clinic, its staff, or the services provided will be considered a complaint and handled in accordance with this policy.
It is for the patient to decide whether or not their expression of dissatisfaction is a complaint. It is important to remember that reporting a fault or a problem is not necessarily a complaint but may be simply a comment on how the service could be improved.
The Clinic welcomes suggestions and comments that improve the services it provides and the performance of its staff.
A patient may express dissatisfaction about the standard of service received because:
- The Clinic has not achieved the standard it said it would provide, or
- The service has not been provided to the standard that the patient thinks is reasonable
Action or lack of action may be the Clinic as a whole or someone employed by the Clinic and might include:
- The Clinic has done, or is doing something which the patient did not want to do, or
- The Clinic is perceived to have done, or be carrying out its duties in an unsatisfactory way, or
- The Clinic has failed, or is failing to do something which it has been asked to do, or
- The Clinic has failed, or is failing to do something which the patient thinks should have been done, even if it was not actually asked to do it
- Unacceptable behaviour (including rudeness, violence or aggression) from someone employed or contracted by the Clinic
Who can complain?
Anyone dissatisfied with the service, actions or lack of action or dissatisfied with someone acting on the Clinic’s behalf (e.g. a member of staff/practitioner/contractor) can use this complaints procedure. Anonymous complaints may be acted upon at the discretion of the Clinic, particularly where the welfare of vulnerable people is concerned.
The Clinic will check with the patient whether they want to make a formal complaint or whether they are just stating how the services could be improved. If the patient does not want to make a complaint, the Clinic Manager will discuss with staff how things could be improved and will feed back to the complainant about the actions that have been taken.
Many people feel daunted at the prospect of making a complaint. They may fear that the Clinic will withhold services or treat them less favourably if they complain. Assistance can be offered where appropriate to people who have difficulty with written or spoken English or who have disabilities. This could include a translation service and advocacy.
A family member, carer, or other authorised representative may submit a complaint on behalf of a patient. In such cases, the Clinic must obtain the patient’s explicit consent prior to engaging in any discussion regarding their care or concerns. The Clinic will also verify with the patient that the representative is acting in accordance with the patient’s wishes.
Rights
The Clinic’s patients have the right:
- To have a friend or representative help them with their complaint
- To confidentiality (if an investigation cannot proceed without identifying the complainant, the complainant will be given the option whether or not to continue)
- To be kept informed of the progress of their complaint
- To receive an apology if a complaint is upheld
- To be informed of any changes to the Clinic’s policy or procedures arising from a complaint
The Clinic’s staff have the right:
- To be treated with respect and courtesy at all times by both patients and colleagues
- To have the support of a friend or other representative if they are the subject of a complaint
- To explain the reasons for their decisions and actions
Making a Complaint
A complaint can be made orally, electronically or in writing to:
- A member of staff, or
- The Clinic Manager
By telephone: 01903 734373
By email: tiff@chichesterchiropractor.co.uk
By writing to:
Clinic Manager
Littlehampton Natural Health Centre
10C Granville Road
Littlehampton
West Sussex
BN17 5JU
An open and honest approach will be taken to make people feel able to express themselves. This gives patients a chance to get things put right if they go wrong or ensure that the same mistakes are not made again.
The person receiving the complaint will write down what has been said in plain English and read it back to the complainant, who will be asked to sign to confirm its accuracy. Everything must be documented to show what has happened and what the Clinic plans to do.
It is the responsibility of the person receiving the complaint to listen, acknowledge, and try to put things right immediately. Staff will always take a complaint seriously and advise the complainant of the action they are going to take. The Clinic Manager should be informed even if the member of staff thinks they have dealt with it.
Complaints Against Staff
If a complaint regarding staff/practitioner/contractor actions or behaviour is found to be valid, then the issue will be referred to the appropriate HR procedure (e.g. the disciplinary procedure) and investigated and resolved in accordance with those requirements. This will be regarded as an outcome for the complaints policy.
What We Do With Complaints
If someone has complained about a member of staff or how things have been done, it can be upsetting, but staff are encouraged to learn from the experience. They will not treat someone differently because they have made a complaint. There will be no reprisals.
If things cannot be sorted out through the above process, the complaint will progress through the following levels:
Level 1 – Clinic Manager
- Record the complaint and contact the complainant
- Offer information about independent advocacy if desired
- Provide a copy of the complaints policy and any other relevant information
- Inform senior management that a complaint has been received
- Unless a safeguarding issue, the manager will write a report within three weeks of the complaint outlining findings and actions
If the complainant does not reply within four weeks, the Clinic will presume satisfaction. If not content, the complainant may take the complaint to Level 2.
Level 2 – Senior Management / Business Owner
- Handles complaints involving a manager or unresolved issues from Level 1
- Provides a written report within three weeks outlining findings and actions
If unresolved after four weeks, the complainant may take the complaint to Level 3.
Level 3 – Healthwatch or The General Chiropractic Council
If still not satisfied, the complainant may contact:
Healthwatch West Sussex – free, independent health complaints advocacy
Tel: 0300 012 0122
Email: helpdesk@healthwatchwestsussex.co.uk
Or/And
The General Chiropractic Council (GCC) – regulates chiropractors in the UK
Website: https://www.gcc-uk.org/
Tel: 020 7713 5155
General Osteopathic Council (GOC) - regulates osteopaths in the UK to ensure the safety of patients undergoing osteopathic treatment.
You can register your complaint via their website https://www.osteopathy.org.uk/ or telephone 020 7357 6655.
Health & Care Professions Council (HCPC)
You can register your complaint via their website You can register your complaint via their website https://www.hcpc-uk.org/
Information and Confidentiality
A file will be kept for each complaint, and all paperwork will be kept up to date.
The Clinic will keep personal information safe and will only share it if it helps to look into a complaint and the complainant agrees. Information will only be shared in accordance with data protection rules.
Monitoring, Evaluation and Reporting
All complaints, comments and compliments are logged, recording:
- Date complaint received
- Date acknowledged
- Date responded
- Stage of procedure when resolved
- Type of complaint (e.g. service provision, staff behaviour)
- How the complaint was resolved
Managers are responsible for monitoring and reviewing complaints related to their services and determining whether policy, procedural, or operational changes are needed.