Complaints Policy
Introduction
At The Centre for ADHD Research and Excellence, we place great importance on the experiences of both our staff and service users. We are dedicated to addressing any concerns promptly and transparently. This policy outlines our commitment to handling complaints effectively and ensuring a positive resolution for all parties involved.
Handling of Complaints
2.1. Initial Response:
Individuals wishing to make a complaint will receive prompt and transparent support. Verbal complaints will be recorded by the staff member and forwarded to the head of our administration team. Written complaints will be directed to the head of our administration team without delay. Complaints regarding clinical care will be referred to our Clinical Director.
2.2. Acknowledgement and Investigation:
We will acknowledge receipt of the complaint in writing within five working days, enclosing a copy of this complaints policy. Complaints will be investigated promptly, with an aim to provide a response within 28 days. If the investigation requires more time, the complainant will be notified of the extension and provided with a revised timeline.
Resolution Process
Step 1:
Our Registered Manager will review the complaint, consulting with the team as necessary. A response will be sent to the complainant, including a summary of the investigation, the decision on the complaint’s validity, reasons for the decision, and any proposed redress or actions to be taken.
Step 2:
If the complaint remains unresolved, it will be escalated to one of the Directors for further consideration, involving input from both the complainant and the clinician involved.
Step 3:
If the complaint is not resolved internally, the complainant will be provided with contact details for the Centre for Effective Dispute Resolution (CEDR), an Alternative Dispute Resolution provider.
External Resolution Options
The Care Quality Commission (CQC) encourages independent healthcare providers to offer external review options. One such option is the Independent Sector Complaints Adjudication Service (ISCAS), hosted within CEDR. Private Healthcare Mediation, managed by CEDR, offers independent mediation between subscribing organisations and patients.
Contact Information
For complaints or enquiries, please contact: Email: enquiries@careadhd.co.uk