1. Informal Resolution

• Step 1: Raising the Concern:

  • Method: Patients can raise concerns informally by:

    • Speaking directly with the relevant healthcare professional (e.g., doctor, nurse, receptionist).

    • Speaking with the Practice Manager or another senior member of staff.

    • Submitting a written complaint (letter, email) to the Practice Manager (nata@thecatalystclinic.com).

• Step 2: Acknowledgment and Investigation:

  • The Practice Manager or designated officer will acknowledge receipt of the complaint within 3 working days.

  • A thorough investigation will be conducted, including:

    • Gathering relevant information (medical records, staff accounts, etc.).

    • Interviewing relevant staff members.

    • Offering the patient an opportunity to discuss their concerns further.

• Step 3: Resolution and Feedback:

  • The Practice Manager will aim to resolve the complaint informally and provide a written response to the patient within 10 working days of receiving the complaint.

  • The response will include:

    • A summary of the investigation findings.

    • An explanation of the actions taken to address the concerns.

    • An apology if appropriate.

    • An explanation of the steps taken to prevent similar issues in the future.

2. Formal Complaints Procedure

• Step 4: Formal Complaint:

  • If the patient is dissatisfied with the outcome of the informal resolution, they can submit a formal written complaint to the Practice Manager.

  • The formal complaint should clearly outline the issues, the desired resolution, and any supporting evidence.

• Step 5: Formal Investigation:

  • A formal investigation will be conducted by a senior manager or an independent investigator.

  • The patient will be kept informed of the progress of the investigation.

• Step 6: Final Response:

  • The Practice Manager will provide a written response to the formal complaint within 28 days of receiving it.

  • The response will include:

    • A summary of the investigation findings.

    • The Practice's decision on the complaint.

    • An explanation of the actions taken to address the concerns.

    • Information about the right to further appeal.

3. Appeal

• Step 7: Appeal:

  • If the patient remains dissatisfied with the outcome of the formal complaint, they have the right to appeal the decision.

  • The appeal should be submitted in writing to the Governing Body (if applicable) or a designated senior officer.

• Step 8: Appeal Hearing:

  • The appeal will be reviewed by the Governing Body or a designated panel.

  • The patient may be invited to attend a hearing to present their case.

• Step 9: Final Appeal Decision:

  • The Governing Body or the appeal panel will issue a final decision on the appeal in writing.

4. Involvement of the CQC

• If the patient remains dissatisfied after exhausting all internal complaints procedures, they can contact the Care Quality Commission (CQC).

• The CQC is the independent regulator of health and social care in England.

• The CQC will investigate concerns about the quality and safety of care provided by healthcare providers.

Important Notes:

• This complaints procedure is a general framework and may need to be adapted to meet the specific needs and circumstances of The Catalyst Clinic.

• The Clinic must ensure that all staff are aware of the complaints procedure and are trained in how to handle complaints effectively.

• All complaints should be treated seriously and investigated thoroughly.

• The Clinic should strive to resolve complaints promptly and fairly.

• Confidentiality must be maintained throughout the complaints process.

Disclaimer: This information is for general guidance only and does not constitute legal or professional advice.