complaints policy & procedure

1. Purpose

Nu You Medical Ltd is committed to providing high-quality, safe and person-centred services. We recognise that patients, clients, carers and representatives have the right to raise concerns or complaints if they are dissatisfied with any aspect of our service.

This policy ensures that complaints are managed fairly, openly, efficiently and in accordance with:

• Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 – Regulation 16

• Care Quality Commission (CQC) Fundamental Standards

• Local Authority Social Services and National Health Service Complaints Regulations 2009

• Data Protection Act 2018 and UK GDPR

• Equality Act 2010

Nu You Medical Ltd views complaints as an opportunity to improve services and enhance patient experience.

2. Scope

This policy applies to:

• All patients and service users

• Family members, carers and representatives

• Staff, contractors and agency workers

• Complaints relating to any service provided by Nu You Medical Ltd

3. Principles

Nu You Medical Ltd will ensure that:

• Complaints are taken seriously.

• Individuals are treated with dignity and respect.

• No person will suffer discrimination or disadvantage for making a complaint.

• Complaints are investigated thoroughly and impartially.

• Lessons learned are used to improve service quality and safety.

• Complaints are handled confidentially and in accordance with data protection requirements.

4. What is a Complaint?

A complaint is an expression of dissatisfaction about an act, omission, decision, care provided, service received, staff conduct, communication or any aspect of the organisation that requires a formal response.

A complaint may be made verbally, in writing, by email, by telephone, or through a representative acting on behalf of the complainant.

5. How to Make a Complaint

Complaints can be submitted through the following methods:

By Email: info@nuyoumedical.co.uk

By Post: Nu You Medical Ltd 11 Spa Place

Main Road

Hockley

Essex

SS5 PZ

By Telephone: 01702 596666

In Person: Complaints may be raised directly with any member of staff.

Where assistance is required, Nu You Medical Ltd will provide support to enable individuals to make their complaint.

6. Complaints Manager

The person responsible for handling complaints is:

Complaints Manager:

Kerri-ann Lee

Responsibilities include:

• Receiving complaints

• Coordinating investigations

• Communicating with complainants

• Maintaining complaint records

• Identifying lessons learned

• Reporting trends to management

7. Complaint Handling Procedure

Stage 1 – Local Resolution

Acknowledgement

All complaints will be acknowledged within:

Two working days of receipt.

The acknowledgement will include:

• Confirmation that the complaint has been received

• Details of the investigation process

• Expected timescales

• Contact details of the Complaints Manager

Investigation

The Complaints Manager will:

• Gather relevant information

• Review records and documentation

• Interview staff where necessary

• Consider evidence objectively

• Identify any service failures

Response

A full written response will normally be provided within:

28 working days

If additional time is required, the complainant will be informed of:

• Reasons for the delay

• Revised response date

The response will include:

• Findings of the investigation

• Whether the complaint is upheld, partially upheld or not upheld

• Any apology where appropriate

• Actions taken or planned

• Information regarding escalation options

8. Escalation

If the complainant remains dissatisfied after receiving the final response, they may contact the appropriate external body.

Independent Healthcare Sector Complaints Adjudication Service

To contact the Independent Sector Complaints Adjudication Service (ISCAS) please email: info@iscas.org.uk.

Alternatively you can call us to leave a message and we will return your call during office hours, Monday to Friday 9:00am – 5:00pm. Phone: 020 7536 6091

Alternatively, if you need to post any correspondence please use the following details:

ISCAS, CEDR, 3rd Floor 100 St. Paul’s Churchyard London EC4M 8BU

Care Quality Commission (CQC)

The CQC does not investigate individual complaints but may use information received to monitor services.

Website: www.cqc.org.uk

Telephone: 03000 616161

Parliamentary and Health Service Ombudsman (where applicable)

Website: www.ombudsman.org.uk

9. Anonymous Complaints

Anonymous complaints will be investigated wherever possible.

The absence of contact details may limit our ability to provide feedback. However, concerns raised will still be reviewed and acted upon where appropriate.

10. Vexatious or Unreasonable Complaints

Nu You Medical Ltd recognises the right of individuals to complain.

Where a complainant's behaviour becomes unreasonable, abusive, threatening, or persistent, the organisation may:

• Restrict methods of communication

• Nominate a single point of contact

• End communication where appropriate

Any such action will be proportionate, documented and authorised by senior management.

11. Learning and Service Improvement

All complaints will be reviewed to identify:

• Themes and trends

• Risks to patient safety

• Opportunities for improvement

• Staff training requirements

Actions arising from complaints will be monitored through the organisation's governance processes.

Complaint outcomes will be discussed during management and quality meetings where appropriate.

12. Record Keeping

Nu You Medical Ltd will maintain a Complaints Register containing:

• Date received

• Complainant details

• Nature of complaint

• Investigation findings

• Actions taken

• Date closed

Records will be:

• Kept securely

• Treated confidentially

• Retained in accordance with the organisation's retention schedule and legal requirements

13. Equality, Diversity and Accessibility

Nu You Medical Ltd is committed to ensuring that all individuals can access the complaints process.

Reasonable adjustments will be made where required, including:

• Large print documentation

• Alternative communication formats

• Translation or interpretation services

• Support for individuals with disabilities

14. Monitoring and Review

The Complaints Manager will:

• Review complaint data quarterly

• Report significant issues to senior management

• Ensure corrective actions are completed

This policy will be reviewed annually or sooner if:

• Legislation changes

• Regulatory requirements change

• Significant incidents indicate a need for review