Light Touch Clinic strive to provide high quality services that are safe and effective, should we not meet this, we are committed to resolving issues or concerns about the service to ensure the patient is satisfied.
We believe that we are able to learn from all complaints and continually improve the quality of the care and service that we deliver.
This policy outlines the commitment to treat all complaints and concerns about the service provided.
Information about the complaint process is available to all patients so that they are able to raise any concerns.
The policy applies to complaints made against services or staff at Light Touch Clinic and those against independent health practitioners with practice and privileging rights at the location.
The purpose of the policy is to:
Roles and Responsibilities
The Clinic Manager Michelle Cook is responsible for investigating complaints.
Who Can Make a Complaint
A complaint can be made by a person who has directly been affected by an omission or action.
A complaint can be made on behalf of a person following them using the service.
How Can a Complaint be Made?
A complaint can be made by:
There is a two-stage process:
Stage 1 – Local Resolution
Complaints of a non-medical nature will be handled in their entirety by the Clinic Manager.
In the case of a treatment-related complaint, the matter will be discussed with the relevant practitioner/s and may require you to attend an additional consultation with that practitioner or an external independent practitioner.
The objective of this is to provide an explanation or a solution to your concerns. Our aim is to provide you with a full written response within 14 working days or where this is not possible, an explanation as to the cause of the delay.
Stage 2 – Written Response
If the complainant wishes to receive a written response it should address the matter, acknowledging all points raised by the complainant. The response should include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and any actions taken or will be taking as a result of the complaint.
The complainant should be informed at the end of the letter how to access the next stage of the complaints process if the complainant remains unsatisfied.
The complaint will be kept on file/ database and maintained to include all details of the investigation and outcome by the manager.
Light Touch Clinic will hold a comprehensive record of any investigations including correspondence such as emails, letters and telephone discussions with time and date stamps where possible.
Any actions implemented to improve the service as a consequence of a complaint should be recorded.
Learning from Complaints
The objective of the complaint’s procedure is not to apportion blame but to investigate the complaint with the aim to satisfy the complainant and learn from lessons for improvements in delivering a safe and responsive service.
Recommendations made as a result of the investigation or any findings made by the manager should be addressed accordingly.