Complaints Policy and Procedure

1. Our Commitment

We recognise that there may be occasions when a patient, representative, family member, referrer or other person is dissatisfied with some aspect of our service.

Making a complaint will not adversely affect your current or future care. Anyone raising a concern will be treated with dignity, fairness and respect.

2. What You Can Complain About

You may raise a complaint about any aspect of your experience with Regent Psychiatry, including:

• The standard or quality of care provided
• Communication or information you have received
• Appointments, delays or administrative arrangements
• Fees, invoices or charges
• The conduct or behaviour of a member of the practice
• Confidentiality or handling of personal information
• Medication, prescribing or treatment arrangements
• Reports, assessments or correspondence
• Accessibility or reasonable adjustments
• Any other aspect of the service that you believe has not met an appropriate standard

Where your concern relates to clinical care, it will be reviewed by an appropriately qualified clinician.

3. Raising a Concern Informally

Where appropriate, we encourage concerns to be raised as soon as possible. Many issues can be resolved quickly through an explanation, clarification or practical action.

Please explain the nature of your concern and how you would like us to help. You are not required to raise a concern informally before making a formal complaint.

4. Making a Formal Complaint

If you wish to make a formal complaint, please write to:

Please include, where possible:

• Your full name
• Your preferred contact details
• The name of the patient, if you are complaining on behalf of someone else
• A clear description of what happened
• Relevant dates, appointments or individuals involved
• Any supporting information you believe is relevant
• What you would like Regent Psychiatry to do to resolve the matter

You do not need to use legal or technical language. We simply ask that you provide enough information for us to understand and investigate your concerns.

5. Complaints Made on Behalf of Another Person

A complaint may be made by a representative on behalf of a patient.

Where the patient has capacity, we will normally require the patient's consent before discussing confidential clinical information with another person.

Where a patient lacks capacity, has died, or there are other exceptional circumstances, Regent Psychiatry will consider whether it is appropriate and lawful to communicate with the person raising the complaint in accordance with confidentiality, data-protection and professional obligations.

6. Accessibility and Reasonable Adjustments

We want our complaints process to be accessible.

If you have a disability, communication difficulty, language requirement or other need that affects your ability to make a complaint, please tell us. We will consider reasonable adjustments to assist you.

7. Acknowledgement of Your Complaint

We aim to acknowledge a formal complaint within three working days of receipt.

Our acknowledgement will normally confirm:

• That your complaint has been received
• Who is responsible for reviewing it
• Whether any further information is required
• The anticipated timeframe for our response

8. Investigation

Complaints will be reviewed fairly, objectively and proportionately.

Depending on the nature of the complaint, the investigation may include:

• Reviewing clinical or administrative records
• Speaking with the clinician or staff member involved
• Reviewing correspondence, appointment records or invoices
• Considering relevant professional standards and practice policies
• Seeking further information from you
• Obtaining appropriate clinical or professional advice

Where the complaint concerns a clinician who is directly involved in the matter, appropriate steps will be taken to ensure that the complaint receives an objective review.

9. Response Times

We aim to provide a full written response within 20 working days of receiving sufficient information to investigate the complaint.

Some complaints, particularly those involving complex clinical issues or information from third parties, may require additional time.

If we are unable to provide a full response within this period, we will explain the reason for the delay and provide an updated expected response date.

10. Our Formal Response

Our final response will normally include:

• A summary of the complaint
• The issues investigated
• The findings of the investigation
• An explanation of any relevant circumstances
• An apology where appropriate
• Details of any corrective action already taken or proposed
• Any learning or service improvements identified
• Information about what you can do if you remain dissatisfied

An apology, where appropriate, is an acknowledgement of a person's experience and does not necessarily constitute an admission of legal liability.

11. Confidentiality

Complaints are handled confidentially.

Information will only be shared with individuals who need access to it for the purposes of investigating or responding to the complaint, or where disclosure is otherwise required or permitted by law.

Information concerning complaints may also be reviewed in an anonymised or appropriately restricted form for clinical governance, quality assurance and service improvement.

12. Clinical Records

Making a complaint does not alter the integrity of a patient's clinical record.

Where information relating to a complaint is clinically relevant, appropriate factual documentation may be made in accordance with professional record-keeping requirements.

Complaint correspondence will ordinarily be managed separately from clinical records unless there is a legitimate clinical or legal reason for information to be included.

13. Duty of Candour and Patient Safety

Where an investigation identifies a significant patient-safety incident, Regent Psychiatry will act in accordance with applicable professional, regulatory and legal duties.

Where appropriate, this may include:

• Explaining what has happened
• Providing an apology
• Informing the patient of known consequences
• Explaining what action is being taken
• Implementing measures to reduce the risk of recurrence

14. If You Remain Dissatisfied

If you remain dissatisfied after receiving our final response, please contact us and explain which aspects of the complaint you believe remain unresolved.

We will consider whether a further internal review is appropriate.

Where an external or independent complaints or adjudication service applies to the particular service provided, details of the appropriate escalation route will be supplied with our final response.

15. Complaints Involving Safeguarding or Immediate Risk

If information received during a complaint indicates that a person may be at immediate risk of serious harm, Regent Psychiatry may take appropriate action in accordance with its professional, safeguarding and legal responsibilities.

16. Unreasonable or Abusive Behaviour

Regent Psychiatry will always seek to deal with complaints respectfully and fairly.

We understand that people raising complaints may be distressed, frustrated or upset. However, abusive, threatening, discriminatory, harassing or persistently unreasonable behaviour towards staff or clinicians will not be accepted.

Where necessary, reasonable limits may be placed on the manner or frequency of communications while ensuring that legitimate concerns continue to be considered.

17. Learning From Complaints

Complaints are reviewed as part of our commitment to clinical governance and continuous improvement.

Where appropriate, learning may result in changes to:

• Clinical procedures
• Administrative processes
• Patient information
• Communication practices
• Staff training
• Risk-management arrangements
• Other aspects of service delivery

18. No Financial Charge

There is no charge for making a complaint.