Get in touch

COMPLAINTS PROCEDURE


The Flamingo Clinic  aims to provide all Patients with the highest standards of care and customer service. If we fail to achieve this, we listen carefully and respond to complaints swiftly acknowledging any mistakes and rectifying them so that we can make improvements to our service. The complaints full policy is made available to Patients, their affected relative or a representative when they first raise concerns about any aspect of the service they have received.

There will be 3 stages to Provider’s complaints process: -

Stage 1 – Local resolution;

Stage 2 – Internal appeal;

Stage 3 – Independent external review.

Stage 1 - Local Resolution

All complaints should be raised directly with the CQC Registered Manager in the first instance and should normally be made as soon as possible / within 6 months of the date of the event complained about, or as soon as the matter first came to the attention of the complainant.

The Patient will be given a copy of the complaints procedure and invited to attend a face to face meeting with the CQC Registered Manager and other relevant parties to talk through their concerns and to try and resolve the issue at an early stage.

The CQC Registered Manager will go through a thorough process of investigation to include reviewing the case in detail.The CQC Registered Manager responds directly to the person who has made the complaint, whether the complaint was made verbally, by letter, text or email.

To make a formal complaint the complainant should write or e-mail to Provider clearly stating the nature of their complaint and as much detail concerning dates, times and if known names of staff members. This will enable us to acknowledge and address the issues raised promptly and effectively

The CQC Registered Manager will acknowledge receipt of a written complaint, to the complainant’s postal address provided (or via email) within 3 working days of receipt (unless a full reply can be sent within 5 days).

The CQC Registered Manager will investigate all complaints. Where Provider is unclear on any point or issue regarding the complaint, it will contact the complainant to seek clarification.

A full response to the complaint will usually be made within 20 working days or, where the investigation is still in progress, send a letter explaining the reason for the delay to the complainant, at a minimum, every 20 working days. The aim should be to complete stage 1 in most cases within three months.

In the event that the complainant is dissatisfied with the response to their complaint they can escalate their complaint to Stage 2, and must do so in writing, within 6 months of the final response to their complaint at Stage 1. Sent from my iPhone