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.