THE ADHD CENTRE – COMPLAINTS PROCEDURE
At the ADHD Centre we take complaints seriously and we aim to ensure that all our clients are pleased with their experience of our service. When a client complains, he/she is dealt with courteously and promptly so that the matter is resolved as quickly as possible. This policy is based on these objectives.
In responding to a complaint, we aim to treat you the way we would like to be treated if we were in your position. We aim to respond to your complaint effectively and ensure that we take the opportunity to learn and improve our service.
The person responsible for dealing with any complaint about the service which we provide in the first instance will be the head of our administration team.
If a patient makes a verbal complaint, we will listen to and offer to refer him or her to the head of our administration team without delay. A member of our team will take brief details of the complaint and pass them on.
If a client complains in writing, the letter or email will be passed to the head of our administration team without delay. If a complaint is about any aspect of clinical care, it will normally be referred to the relevant consultant psychiatrist.
We will acknowledge the client’s complaint in writing and enclose a copy of this complaints policy as soon as possible, normally within five working days. We will seek to investigate the complaint and respond within a reasonable time period. We will notify the patient, giving them an idea of the timescales.
Step 1 Process
Our head of Administration will look at the complaint and where appropriate will discuss with the consultant. A response will then be sent to you.
- The response will contain:
- A summary of the investigation.
- The decision as to whether your complaint has been upheld or not.
- Reasons for this decision.
- Any redress which can be offered if appropriate, ie, a verbal or written apology, a refund or deduction in fees or other appropriate measures.
- A summary of any action to be taken as a result of the complaint.
If the investigation time needs to be extended, a letter will be sent to you outlining the rationale for this and the proposed date by which a response will be given. This will take into account the nature of the complaint and the availability of information required to further the investigation.
Please note proper and comprehensive records are kept of any complaint received.
If the complaint is not resolved at this first level then it will be passed to one of the ADHD Centre Directors who will further consider the complaint with input from the complainant and the clinician who is the subject of the complaint.
What happens if you are not satisfied with our response:
The ADHD Centre acts as an administrative and access role between the client and the clinician. If you complaint is not resolved after Step 2 then we can advice you how to take your complaint to your clinicians regulatory body.
Tel 0800 061 4276