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Customer Complaints Guidelines

If you have a complaint or concern about the service you have received from the doctors or any of the personnel working within Psymplicity, please let us know. Any comments, suggestions or complaints, should be raised initially with your doctor or another member of staff. We operate a practice complaint procedure as part of a CQC complaints system, which meets the national criteria.

DEFINITION OF A COMPLAINT

The expression of dissatisfaction by an individual or a group is considered to be a complaint. This can be made either verbally or in writing. Any form of dissatisfaction concerning treatment provided by us (Psymplicity Healthcare) can be investigated through the Complaints Procedure.

AIMS OF OUR COMPLAINTS PROCEDURE

• To protect both the service user and provider during the process of enquiry.
• To provide an open and transparent format with which to address concerns raised by members of the public (or a legal representative thereof) who has sought or receive a service provided by Psymplicity Healthcare
• To ensure that all complaints are dealt with comprehensively, objectively and impartially.
• To ensure that all complaints are dealt with in confidence (except where others could be put at risk as a result of matters arising from the complaint)
• To offer the right to appeal if a complainant is not satisfied with our response.

WHO CAN MAKE A COMPLAINT

A member of the public (or a legal representative thereof) who has sought or received a service provided by Psymplicity Healthcare

HOW TO COMPLAIN

Step 1

If you have a complaint call us: 0207 118 0407 or fax us on 0207 118 0406. Our lines are open: 24 hours, 7 days per week. Alternatively email us at admin@psymplicity.com. You can also write to us at Psymplicity Healthcare, 999 Finchley Road, London, NW11 7HB.

You will reach one of our admin team who will aim to resolve any reported problems quickly.

COMPLAINING ON BEHALF OF SOMEONE ELSE

We keep strictly to the rules of medical confidentiality. If you are not the patient but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed unless they are incapable (because of illness or infirmity) of providing this. A Third-Party Consent Form is provided against the Customer Complaints form also attached.

We will try to resolve the complaint informally by speaking to the individual(s) concerned or their line manager and liaising with you. You can ask for the name and position of the individual and their line manager should you need to do so.

Step 2

If you are not satisfied with the outcome of your informal complaint you should put your complaint in writing by completing our customer complaints and consent form and sending it by letter, fax or email to the Psymplicity team for the attention of:

Dr Satinder Sahota
Medical Director
Psymplicity Healthcare
999 Finchley Road
London
NW11 7HB

By completing this form, it will enable us to establish what happened more easily. If you’re not able to do this right away, then your complaint can still be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem.

If your complaint is about the Medical Director, then you should address your complaint to:

Dr Jeremy Beider
CEO
Psymplicity Healthcare
999 Finchley Road
London
NW11 7HB

Step 3

We will respond to your complaint in writing within seven working days from the date of receipt of your letter to confirm acknowledgement of your complaint. The acknowledgement will include:

• Name, address and telephone number of the person investigating your complaint.
• The date the investigation will start.
• What level of investigation and time frame they need to investigate the complaint fully.
• What immediate action is being taken and what are the next steps

Step 4

A full response to your complaint will be sent to you within 21 working days from the date of receipt of your written complaint*. The complaints manager will need time to look through your complaint. Investigate the circumstances; provide an opportunity for you to discuss the problem with those concerned; and take steps to make sure any problem does not arise again.

The letter will be from the person(s) named in the initial acknowledgement letter to you.

The response will contain:

• A summary of the investigation outlining findings
• The decision as to whether your complaint has been upheld or not.
• Reasons for this decision.
• Any redress which can be offered if appropriate, i.e. a verbal or written apology, or other appropriate measures.
• A summary of any action to be taken as a result of the complaint.
• If the investigation time needs to be extended, a letter will be sent to you outlining the rationale for this and the proposed date by which a response will be given. This will take into account the nature of the complaint and the availability of information required to further the investigation.

*This may vary depending on the complexity of the matter. Up to 6 months is allowed for very complex cases.

Step 5

If, after receiving our written response to your complaint, you are still dissatisfied then you should appeal by letter, fax, or email within 7 working days of receiving it to the Medical Director.

An appeal will go before a panel comprising three members of the Psymplicity Clinical Governance team who have been previously uninvolved with the complaint. The panel will then read all relevant documentation, speak to individuals involved and make a final decision. The final decision will be put in writing to you within 21 working days of receiving your appeal and will contain:

• A summary of the final decision.
• The rationale behind the decision.
• Any redress which can be offered if appropriate, ie, a verbal or written apology, a refund or reduction in fees or other appropriate measures.
• A summary of any action to be taken as a result of the complaint.

TAKING IT FURTHER

If you are at all dissatisfied with the response you have received after following the 5 steps outlined above you can contact the Care Quality Commission:

Telephone: 03000 616161

Email: enquiries@cqc.org.uk

Address:
Care Quality Commission National Correspondence,
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

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