At Kiam Clinic we take complaints seriously, and we aim for everyone to be pleased with their experience of our service. When someone complains, we deal with it courteously and promptly so the matter is resolved as quickly as possible.
We aim to respond effectively, and to use the opportunity to learn and improve. The person responsible for any complaint about our service in the first instance is the Complaints Manager.
How to complain
You can complain in person, by telephone, by email or in writing. If you complain verbally, we will listen and offer to refer you to the Complaints Manager without delay. If you complain in writing, your letter or email is passed to the Complaints Manager without delay. Where a complaint concerns clinical care, it is normally referred to the relevant consultant for their direct feedback.
Who may complain
A complaint may be made by a patient, by someone acting on their behalf, or by anyone affected by an action, omission or decision of Kiam Clinic. Where someone complains on a patient's behalf, we need the patient's written consent before we can respond. Where the patient is a child without capacity, a parent or guardian may complain. Where a patient has died, the named next of kin, or someone they nominate, may complain.
Where a complainant would have difficulty complaining on their own behalf, or has other requirements — including vulnerable children and adults, and people with mental health difficulties — the Registered Manager will review the situation in light of current legal requirements and good practice.
What happens next
We will acknowledge your complaint in writing, normally within three working days, and enclose a copy of this policy. We aim to give a full written response within 20 working days. If a thorough investigation will take longer, we will tell you and give you an idea of the timescale. You have the right to be updated regularly on progress.
Step 1
Our Complaints Manager reviews the complaint and, where appropriate, discusses it with the clinician. Our response will contain a summary of the investigation, the decision on whether your complaint is upheld and the reasons for it, any redress that can be offered where appropriate — a verbal or written apology, a refund or reduction in fees, or other measures — and a summary of any action we will take as a result.
Step 2
If the complaint is not resolved at that stage, it passes to the Kiam Clinic Director, who considers it further with input from you and from the clinician concerned.
Step 3
If it is still not resolved, we will give you contact details for the Centre for Effective Dispute Resolution (CEDR), an independent alternative dispute resolution provider.
The Care Quality Commission encourages independent healthcare providers to offer an external review stage. The Independent Sector Complaints Adjudication Service (ISCAS), hosted within CEDR, is a well-established adjudication scheme for private healthcare. Private healthcare mediation is managed independently by CEDR and provides mediation between subscribing organisations and their patients where a complaint cannot be resolved directly.
Timescale for complaining
A complaint should normally be made within twelve months of the event. Where there are exceptional circumstances, we may still investigate if it remains feasible to do so effectively and fairly. If in doubt, ask the Complaints Manager.
Confidentiality
All complaints are treated in the strictest confidence. We will make you aware of any confidential information that would need to be disclosed to a third party. We keep a record of all complaints and of all correspondence relating to them.
Complaining does not affect your care, and it is separate from your right to raise concerns with the Care Quality Commission or with a clinician's professional regulator.
Contact
Kiam Clinic, 13 Worple Road, Epsom, Surrey KT18 5EP
Email: enquiries@kiamclinic.com
Telephone: 01372 660580