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Complaints Procedure

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Complaints Procedure

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, the complaint 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 Complaints Manager.

If a patient makes a verbal complaint, we will listen to and offer to refer them to The Complaints Manager 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 ADHD Centre Complaints Manager without delay. If a complaint is about any aspect of clinical care, it will normally be referred to the relevant consultant psychiatrist for their direct feedback.

We will acknowledge the client’s complaint in writing and enclose a copy of this complaints policy as soon as possible, normally within three working days. We will seek to investigate the complaint and respond within 20 working days. If the anticipated time to investigate the complaint thoroughly will take longer than this, then we will notify the patient, giving them an idea of the timescales.

Confidentiality

All complaints will be treated in the strictest confidence and the practice will ensure that the patient is made aware of any confidential information to be disclosed to a third party.

The ADHD Centre will keep a record of all complaints and copies of all correspondence relating to complaints.

Who May Complain

A complaint may be made by a patient, a person acting on behalf of a patient, or anyone who has been affected by any action/omission/decision of The ADHD Centre. Where a complainant is acting on behalf of a patient, written consent must be obtained from the patient before a response can be sent. Where the patient is a child without capacity, a complaint may be made by the parent or guardian. Where the patient has died, the complaint may be made by the named next of kin or by a person nominated by the named next of kin.

In other circumstances where the complainant may have difficulty complaining on their own behalf or have other requirements e.g. vulnerable children and adults, or people with mental health difficulties, the Registered Manager will review each situation in light of current legal requirements and good practice guidance.

Responding to a complaint

The complainant has a right to be regularly updated regarding the progress of their complaint.

The Complaints Manager at The ADHD Centre will provide an initial response to acknowledge any complaint within three working days after the complaint is received. The ADHD Centre will aim to provide a full written response to a complaint within 20 working days. If a longer time period is required to fully investigate a complaint, then The ADHD Centre will keep the complainant updated on the progress.

Timescale

The time constraint for bringing a complaint is six months from the occurrence giving rise to the complaint or six months from the time that the complainant becomes aware of the matter about which they wish to complain.

If, however, there are exceptional circumstances for a complaint not being made within the timescale detailed above, consideration may be afforded to investigating the complaint if it is still feasible to investigate the complaint effectively and fairly.

Should any doubt arise, further guidance should be sought from the Complaints Manager.

3 Step Complaints Process

Step 1

Our Complaints Manager 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, i.e., 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.


Step 2

If the complaint is not resolved at this first level then it will be passed to one of the ADHD Centre Clinical Leads or Registered Manager who will further consider the complaint with input from the complainant and the clinician who is the subject of the complaint.


Step 3

If the complaint is not resolved at this second level, then you will be provided with the contact details for the Centre for Effective Dispute Resolution (CEDR), an Alternative Dispute Resolution provider.

The Care Quality Commission (CQC) encourages (as a matter of good practice) all independent healthcare providers to offer an independent external review stage that can provide patients with a route to resolve a complaint if it is not resolved via the providers’ in-house complaints process. One highly respected and well managed independent adjudication scheme for private healthcare is the Independent Sector Complaints Adjudication Service (ISCAS) which is hosted within CEDR.

Private Healthcare Mediation is managed independently by the Centre for Effective Dispute Resolution (CEDR), an Alternative Dispute Resolution provider. This scheme provides independent mediation (over the phone) between subscribing organisations and their patients if they are unable to resolve their complaints directly through the organisations own complaints procedure.


Contact Details:

Tel: 0800 061 4276

The ADHD Centre

599 Wilmslow Rd, Manchester M20 3QD, UK

 

ADHD Centre in London
85 Wimpole St., Marylebone London, W1G 9RJ, UK

 

Postal Address
13304 PO Box 6945 London W1A 6US

The ADHD Centre

Who We Are

We are a team of experienced Consultant Psychiatrists, Psychologists and ADHD Behavioural Coaches.

We have been diagnosing and treating people with ADHD since 2009.

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