COMPLAINTS PROCEDURE
How do I make a complaint or provide feedback?
Providing feedback or making a complaint is very easy. If you would like help doing this, please get in touch.
During your consultation, you will have the opportunity to complete a form and provide feedback on your experience of the service provided at THRIVE Infant Wellbeing Service.
The Care Quality Commission are keen to receive feedback on the services they regulate and can be accessed to provide feedback here: www.cqc.org.uk/contact-us (online form) or email enquiries@cqc.org.uk. Feedback directly to the CQC is welcomed directly to www.cqc.org.uk/tellus
If for whatever reason you are unhappy with the service you have received and would like to make a complaint, you can do so either verbally or in writing by speaking to Shami Shafi at THRIVE Infant Wellbeing Service face to face or via email: thriveinfantwellbeingservice@outlook.com
Please share a preferred method of contact and specify contact details (email, telephone, address) so that I can get in touch with you to acknowledge your complaint and to provide feedback to you.
You may choose to make an anonymous complaint, however in this instance there is no way of feedback and so it may not be possible to provide details on actions or acknowledgement.
If you are making a complaint on the behalf of a patient, you must gain consent must be gained from the patient for the purposes of sharing information.
Making a complaint does not compromise consent and confidentiality during the complaints process unless there are professional or statutory obligations that make this necessary, such as safeguarding and where details of any complaints are to be shared with the insurance provider as per insurance policy.
What happens next?
All feedback is gathered and reviewed on an annual basis and this forms part of the feedback and complaints annual peer review which takes place with another qualified Practitioner within the same field of care to assess whether any actions need to be taken.
All complaints are taken very seriously at THRIVE Infant Wellbeing Service and making a complaint does not mean that there will be any impact on the care that you receive.
A record of your complaint will be held and you will receive acknowledgement in writing within 3 working days to say that your complaint has been received. Please make sure you have provided a form of contact so the acknowledgement can be sent to you.
A timescale for response will be agreed with you and all practical measures will be taken to keep within timescale. You will be notified if there is any delay in responding to your complaint.
Actions will be identified and you will be notified within the agreed timescale of the outcome and actions from your complaint.
What If I am not happy with the outcome?
If after receiving feedback, you are not happy with the outcome or actions there are other routes you can take for further guidance, information or support.
You can make contact with the Nursing and Midwifery Council (NMC): http://www.nmc.org.uk/concerns-nurses-midwives/concerns-complaints-referrals/ and/or the Association of Tongue Tie Practitioners (ATP): http://www.tongue-tie.org.uk
You may wish to make contact with the Centre for Effective Dispute Resolution. This is an independent organisation who will provide professional mediation and investigation into the nature and outcome of the complaint https://www.cedr.com/consumer/healthcare/privatehealthcaremediation/
Should your complaint be in relation to the handling and/or processing of information, you can make contact with the Information Commisioner's Office (ICO) 0303 1231113 www.ico.org.uk Registration Number: C1110247
How will your service learn from complaints?
A record of all complaints is kept and the processes of how complaints are handled is reviewed every year.
Where any training needs or needs to amend policy or procedure will take place in a timely manner and where your complaint has highlighted any risks to service users, these will be logged and dealt with immediately.
A peer review will take place where other another qualified Practitioner within the same field of care will review your complaint and provide an objective or non biased opinion on any findings and actions.
Every service user will be given the opportunity to provide feedback on how the service is being delivered and this will be monitored.