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:
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.
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.