Complaints Handling Procedure

AIM

All our doctors are committed to delivering a high-quality service and will provide our patients and their families with excellent personal and professional care. However, there may be times when expectations are not met and they may be dissatisfied with the service that they have received.

Our Complaints Procedure ensures that we respond to their concerns considerately, quickly and as effectively as possible. All comments and complaints are taken seriously regardless of their nature, medical or administrative.

RATIONALE

This policy outlines our Patient Complaints procedure and gives them advice about how to get a satisfactory response to their complaint.

PROCEDURE

 Stage 1

Response to your email “I have a Complaint”

Dr Chawla would wish to hear directly from a patient regarding any matter that was unsatisfactory. If you have a complaint, simply email us at complaints@myteledoc.co.uk mentioning I have a complaint and Dr Chawla will give you a call within 24 hours and would like to hear from you regarding the complaint. Every effort will be made to resolve your complaint immediately either at that time or an appointment will be made for a further discussion.

However, if your concerns are not resolved to your satisfaction there follows guidance on making a written complaint.

Should Dr Chawla not be available, Dr Salvia will give you a call to discuss the matter further.

Written Complaint

All written complaints should be addressed to Dr Chawla as “Written Complaint” on complaints@myteledoc.co.uk.

The letter must include information regarding the following:

  1. Who or what has caused the concern.
  2. Where or when the event took place.
  3. What action, if any, has already been taken.
  4. What results the patient wants from the complaint.

Dr Chawla will acknowledge receipt of your letter within 3 working days (unless able to provide a full written response within 5 days). Dr Chawla will investigate the complaint and will write to the patient with the outcome within 20 working days. If the investigation is still in progress after twenty days a letter will be sent to you explaining the delay and a full response made within five days of reaching a conclusion. In any event a holding letter will be sent every 20 days where an investigation is continuing.

Stage 2

Further Action:

Should a patient be unhappy with the outcome and unable to reach a local resolution, they should contact:

IDF CEO
The Medical Society of London
Lettsom House
11 Chandos St
Marylebone
London
W1G 9EB

The IDF Complaint Resolution Procedure will consider your complaint and will undertake a review of the documentation, any correspondence and the handling of the complaint at Stage 1. The Chief Executive Officer will write to you according to the IDF procedures and in any event within twenty days to either confirm the outcome at stage 1 or to offer an alternative resolution.

At this time the IDF will advise you of your right to take the matter further to Independent Adjudication known as ISCAS and stage 3 in these procedures.

Throughout the process all information, documents and records relevant to your complaint will be treated in the strictest confidence and no information will be divulged to any parties who are not involved in the IDF Complaint Resolution Procedure, unless required to do so by law.

Stage 3

This stage is only available to complainants who remain dissatisfied once Stage 1 and Stage 2 are exhausted.

A complainant should then request the Adjudication by writing to the Secretariat:

Independent Sector Complaints Adjudication Service (ISCAS)
Care of CEDR – Centre for Effective Dispute Resolution
International Dispute Resolution Centre
70 Fleet Street
London EC4Y 1EU
Tel: 0207 536 6091                                                                                                        Email: info@iscas.org.uk

This written request for adjudication must be made within 6 months of the final determination by the IDF at Stage 2. The complainant at Stage 3 should provide reasons to explain the dissatisfaction with the outcome of Stage 2. The ISCAS Secretariat will seek confirmation from the IDF that Stage 2 has been completed.

The ISCAS Secretariat will notify the IDF of a request for Stage 3 made directly within ten days. The Secretariat will then be the main contact for the complainant once Adjudication is started. A complainant accessing this service will be asked to consent to release of records from the practice and the IDF relevant to the complaint and a report will be made to the complainant, the practice and the IDF.

Additional information for patients about ISCAS can be found at:

http://www.iscas.org.uk/patients-complaints-process