INFORMATION ABOUT RAISING A CONCERN OR COMPLAINT
Complaints procedure
As a clinic we strive to provide the best possible service for our patients. However, we recognise that sometimes you may feel that we have not met your needs. If you have any complaint or concern about the service you have received from the doctors or staff working at this centre you are entitled to ask for an explanation.
We operate an in-house complaints procedure to deal with your complaint. This procedure does not deal with matters of legal liability or compensation.
Our promise to you
We will
How to make your complaint
We hope that we can resolve your problem easily and promptly, often at the time the problem arises and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to do so as soon as possible. This will enable us to establish what happened more easily.
You can raise your concern or complaint to any Apex Ultrasound staff member verbally, face to face or via a telephone call. You can also put your complaint in writing to the Registered Manager, Fatin Mohsin (see address at end of this information guide). If you would like assistance with making your complaint a member of staff will be able to help you complete a Complaint Form.
Please be assured that any complaint you make written or verbal will be treated in strict confidence and have no effect upon the level of treatment and care that you receive at the practice.
If you would prefer a family member, friend or advocate to make the complaint on your behalf, they may do so and the centre will work with them and yourself to resolve the problem. However, whilst we can receive a complaint on your behalf, we cannot provide any medical information to a third party without your consent. To discuss or provide confidential information we would require a note signed and dated by you. A member of our staff would be happy to assist you with this.
What happens next
Your complaint will be acknowledged within two working days of receiving it. This may well be a phone call from the Registered Manager or an appointed senior manager to you (or your advocate) to make sure we fully understand your complaint. However, we aim to resolve as many issues as possible immediately if this does not require an investigation.
We aim to make a full response to you within the next 21 working days. During that time we will conduct an investigation to find out what has happened and whether there is any action that can be taken to put things right. If at the end of those 21 days we are still conducting our investigations we will notify you of the position and keep you fully informed until our investigations have been concluded.
As a result of the investigation, we will:
Getting further help with your complaint
We hope that through our complaints procedure we can resolve your concerns satisfactorily. We believe that this will give us the best chance to put the matter right with you and the opportunity to improve our services for all our patients.
However, if you feel that your complaint is not being dealt with in a satisfactory manner you may contact:
Care Quality Commission on 03000 616161
Independent Healthcare Sector Complaints Adjudication Service (ISCAS) on 020 7536 6091.
Raising a Concern
We take the Safeguarding of Vulnerable People responsibilities very seriously and take all reasonable measures to prevent the risk of any kind of abuse or concern a patient may suffer, that may be raised.
Abuse can fall into any of the types below:
All our team are fully vetted and hold a DBS check and have been trained in how to support those raising a Safeguarding Concern. Whether it's some concern you feel or actually at risk of any abuse, please be assured that we are trained and able to support you raising this concern.
Concerns can be raised verbally or in writing to any member of our team. The Registered Manager will be responsible for any concerns that are raised and will ensure you are fully supported through the process.
You can also raise your concern with your local Safeguarding Locality Team or via CQC.
General Feedback
If you have any suggestions or ideas to help improve the service we offer or share a compliment, you can give this verbally or in writing to any member of the Apex Ultrasound team where it will be shared appropriately and used to inform future service improvements. Feedback can also be received anonymously. We also provide a Feedback Form and envelope on site, if you prefer.
Here is the link to complete our feedback from: https://forms.office.com/r/95TyfJKTiz
Our Apex Ultrasound team welcome any forms of feedback as all feedback is used to continually review and improve its services and processes.
If you prefer to contact us in writing, here are our contact details:
Fatin Mohsin
Founder
Apex Ultrasound
Health Village Esher
13-17 Church Street
Esher
Surrey
KT10 8QS