Complaints Policy

1.        Introduction

The Autism ADHD Centre is committed to delivering a professional and high-quality service and working in an open and accountable way that builds trust and respect.

We are continually looking for ways to improve our services and to support this objective we welcome the views and feedback from our patients and stakeholders.

We hope that you should never have the need to complain about our services but in the event that you do, we aim to provide a professional, high-quality and accountable response and to ensure that our responses are consistent with our overall patient satisfaction strategy as well as clinical ‘best practice’.

It is our intention to ensure that:

1.      making a complaint using our procedure is as easy as possible;

  1. all concerns, feedback and suggestions are welcome;

  2. any complaints are dealt with quickly, sensitively and confidentially;

  3. we deliver a consistent, professional, high-quality and accountable response;

  4. we ensure our complaints procedure is consistent with the Autism ADHD Centre’s overall patient service strategy as well as clinical ‘best practice’;

  5. any and all potential issues are captured and classified for escalation, review and action as required;

  6. we learn from any feedback or complaints received and use them to improve our services;

  7. we regularly review our complaints policy and procedures.

2.        Definitions

Complaint

means any expression of dissatisfaction, however, it is expressed. This includes complaints expressed face to face, via a phone call, in writing, via email or any other method.

All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the word “complain” or “complaint” is not used.

 

Complainant

means the person making the complaint, whether on behalf of themselves or another.

Subject

means the person the complaint is about, if the complaint is on behalf of another person.

3.        Complaints procedure

Our commitment to you:

We agree to:

1.      Listen and identify when a complaint is being made;

2.      Understand the reason for the complaint;

3.      Acknowledge the complaint within 5 working days or otherwise as stated;

4.      Deal reasonably and sensitively with the complaint;

5.      Take action where appropriate;

6.      Provide details of options for resolution;

7.      Use clear, comprehensible language and ensure confidentiality as appropriate;

8.       Ensure written records are kept at each stage of the process.

Your obligations to us:

We ask you to:

1.      Where possible and where appropriate, to raise your concern directly with an Autism ADHD Centre staff member as soon as possible;

2.      Where a direct approach is not possible, to bring your complaint or concern to our attention promptly, in writing, and within 8 weeks of the issue arising;

3.      To explain the problem as clearly and as fully as possible, including any suggestions for resolution and any action taken to date;

4.      Allow us a reasonable time to deal with the matter, and

5.      Recognise that sometimes, circumstances may be beyond our control.

4.        Confidentiality

It is important to us that anyone wishing to raise a concern or a complaint feels safe and comfortable to do so, that is why we are committed to ensuring that, except in exceptional circumstances, both the complainant and the Autism ADHD Centre maintain confidentiality.

Whilst we will do our best to maintain confidentiality at all times, if the nature of the complaint or the circumstances mean it is not possible for us to maintain confidentiality (with each complaint judged on its own facts) we will notify you in advance along with providing our reasons.

5.        Process

Written records must be made by the Autism ADHD Centre at each stage of the procedure.

Stage 1: Listen

Identify when a complaint is being made and understand the reason for the complaint

Staff are encouraged to identify complaints and to establish the seriousness and reasons for the complaint.

Staff are encouraged to be aware of any factors that could prevent complaints from being made such as that the complainant may feel intimidated or concerned that a complaint will affect their assessment or care.

Stage 2: Informal resolution

An informal approach will be prioritised where this is appropriate and where a resolution can be successfully achieved for all concerned.

The receiving member of staff must, where appropriate, offer an apology and provide initial support to the complainant, as appropriate.

Details of the complaint should be recorded in writing and filed securely.

In most cases no further action will be necessary and the complaint will be considered closed.

Stage 3: Formal Complaint

If the complaint is unable to be satisfactorily resolved informally, then it should be escalated and the formal complaints procedure should be followed.

Upon receipt of a formal complaint access to services will be temporarily suspended so that a fair investigation can be carried out.

A formal complaint can be made either verbally or in writing. If in writing the attached form should be used. If verbally, a statement should be taken by a member of the Management Team or staff member.

Complaints will be acknowledged within five working days of receipt and details provided as to how long it will take to investigate the complaint and the name and contact details of the person who will be handling the complaint will be provided.

Stage 4: Respond

Investigations should aim to be completed within 20 working days or if this is not possible, within 8 weeks.

Once a thorough investigation has been conducted and all the facts required to make a decision have been established, a response will be provided to the complainant. This should set out the conclusion of the investigations and include as much detail as necessary to understand how and why the decision was reached.

Stage 5. Appeal

If the complainant is not satisfied with the decision, then the Complainant is entitled to refer the matter to the person named in the response letter, the appeal handler.

The appeal handler will examine the complaint and may wish to carry out further interviews, examine files / notes. They will respond within four weeks in writing. Their decision will be final.