dr nancy

Exciting News! Dr. Nancy Clinic is Launching Soon in Jammu – Stay Tuned for the Glow-Up!

Exciting News! Dr. Nancy Clinic is Launching Soon in Jammu – Stay Tuned for the Glow-Up!   |     Now available with the option to pay in three easy installments!   |    
Exciting News! Dr. Nancy Clinic is Launching Soon in Jammu – Stay Tuned for the Glow-Up!   |     Now available with the option to pay in three easy installments!   |    

Introduction

Practitioners and clinics will use a vast array of internal policies and procedures, but the most appropriate policies will always depend on the size and nature of the individual organisation. The policies are more effective if they are developed and reviewed on an ongoing basis with the involvement of staff, and are tailored to suit the specific needs of a clinic and its activities.

However, some guidance and examples mean that you don’t have to start from scratch.

Save Face has developed a number of example generic policies which can be used as a basis for your own policies, where relevant these policies should be tailored to suit the needs and requirements of each individual practitioner and clinic.

Disclaimer

Save Face accepts no responsibility for any third-party loss or consequences arising from the use of these example policies.

 

Complaints Policy (internal) Policy Statement

Everyone has the right to expect a positive experience and a good treatment outcome. In the event of concern or complaint, patients have a right to be listened to and to be treated with respect. Service providers should manage complaints professionally so customers’ concerns are dealt with appropriately. Good complaint handling matters because it is an important way of ensuring customers receive the service they are entitled to expect. Complaints are a valuable source of feedback; they provide an audit trail and can be an early warning of failures in service delivery. When handled well, complaints provide an opportunity to improve service and reputation.

 

Aims & Objectives

  • We aim to provide a service that meets the needs of our patients and we strive for a high standard of care;
  • We welcome suggestions from patients and from our clinicians and staff about the safety and quality of service, treatment and care we provide;
  • We are committed to an effective and fair complaints system; and
  • We support a culture of openness and willingness to learn from incidents, including
  •  

Promoting Feedback 

Information is provided about the complaints policy and external complaints bodies that patients can go to with a complaint, such as [Save Face ltd] in a variety of ways, including;

  • On our website;
  • Through our patient feedback brochure;
  • Publicity about the service;
  • Posters in reception;
  • Discretely located suggestion boxes; and by clinicians and staff inviting feedback and

 

Clinician and Staff Training 

All clinicians and staff need to have been appropriately trained to manage complaints competently.

Regular reviews are conducted by the Clinic Manager to check understanding of the complaints process among clinicians and staff.

 

Complaints Policy 

  • Patients are encouraged to provide suggestions, compliments, concerns and complaints and we offer a range of ways to do
  • Patients are encouraged to discuss any concerns about treatment and service with their treating clinician [or alternate], or they can complete our customer feedback
  • Clinicians and staff can also use the feedback form to record any concerns and complaints about the quality of service or care to
  • All complainants are treated with respect, sensitivity and
  • All complaints are handled without prejudice or assumptions about how minor or serious they The emphasis is on resolving the problem.
  • Patients and staff can make complaints on a confidential basis or anonymously if they wish, and be assured that their identity will be
  • Patients, clinicians and staff will not to be discriminated against or suffer any unjust adverse consequences as a result of making a complaint about standards of care and
  • Clinicians and staff are expected to attempt resolution of complaints and concerns at the point of service, wherever possible and within the scope of their role and
  • Any concerns raised remotely, via telephone, email or text must be acknowledged promptly but a face to face appointment booked in order to discuss in detail, with accompanying assessment and review for medical

 

The process of resolving the problem will include:

  • An expression of regret to the patient for any harm or distress suffered;
  • An explanation or information about what is known, without speculating or blaming others;
  • Considering the problem and the outcome the patient is seeking and proposing a solution; and confirming that the patient is satisfied with the proposed

If the problem is resolved, clinicians and staff are expected to document the details of the complaint and how it was resolved, and provide a report to the patient and Management.

Clinicians and staff will consult with their manager if addressing the problem is beyond their responsibilities.

 

Responsibilities 

Dr Asit Kumar is responsible for;

  • Coordinating investigation and review of formal complaints, conducting risk assessments (in consultation with clinicians), liaising with complainants, maintaining a register of complaints and other
  • Ensuring there is meaningful reporting on trends in complaints
  • Ensuring compliance and review of the complaints management policy
  • Notifications to insurers and consultation with professional registration bodies, and others where
  •  

Timeframes 

  • Formal complaints are acknowledged in writing or in person within 48
  • The acknowledgment provides contact details for the person who is handling the complaint, how the complaint will be dealt with and how long it is expected to
  • If a complaint raises issues that require notification or consultation with an external body, the notification or consultation will occur within three days of those issues being
  • Formal complaints are investigated and resolved within [ 20-45days].
  • If the complaint is not resolved within 20 days, the complainant, clinicians and staff who are directly involved in the complaint will be provided with an

 

Records and Privacy 

  • The complaints manager maintains a complaints and patient feedback register ( e.g. Save Face portfolio), with records of informal feedback (Suggestions for improvement and patient feedback forms) and formal
  • All interactions with the complainant, including face to face, telephone, email or text are documented in the patient
  • Personal information on individual complaints is kept confidential and is only made available to those who need it to deal with the
  • Complainants are given notice about how their personal information is likely to be used during the investigation of a
  • Individual complaints files are kept in a secure filing cabinet in the [complaints manager]’s office and in a restricted access section of the computer system’s file
  • Patients are provided with access to their medical records [in accordance with the confidentiality policy]. Others requesting access to a patients’ medical records as part of resolving a complaint are provided with access only if the patient has provided authorization [in accordance with the confidentiality policy].

 

Open Disclosure and Fairness 

  • Complainants are initially provided with an explanation of what happened, based on the known
  • At the conclusion of an inquiry or investigation, the complainant and relevant clinicians and staff are provided with all established facts, the causal factors contributing to the incident and any recommendations to improve the service, and the reasons for these

 

Investigation and Resolution 

The Clinic Manager carries out investigations of complaints to

identify what happened, the underlying causes of the complaint and preventative strategies. Information is gathered from:

  • Talking to clinicians and staff directly involved
  • Ask staff involved to provide a factual report of the incident
  • Listening to the complainant’s views on their experience and concerns
  • Establishing what kind of resolution is expected
  • Reviewing medical records and other records; and creating a coherent timeline of treatment episodes, reviews and
  • Gathering and reviewing any supporting documents and records
  • Reviewing relevant policies, standards or

 

Complaints about Individuals 

Where an individual clinician or staff member has been nominated by a complainant, the matter will be investigated by the relevant manager or supervisor, who will:

  • Inform the clinician or staff member of the complaint made against them;
  • Ensure no judgement is made against a clinician or staff member while an investigation is being carried out;
  • Ensure fairness and confidentiality is maintained during the investigation; and
  • Encourage the clinician or staff member to seek advice from their professional association/body, if

Where the investigation of a complaint results in findings and recommendations about individual clinicians and staff members, the issues are addressed through the service’s staff performance and review process.

 

Risk Assessment 

After receiving a formal complaint, Dr Asit Kumar, reviews the issues in consultation with relevant clinicians to decide what action should be taken, consistent with the risk management procedure.

 

Reporting and Recording Complaints 

The Clinic Manager prepares monthly reports on the number and type of complaints, the outcomes of complaints, recommendations for change and any subsequent action that has been taken. The reports are provided to staff, clinicians, senior management and if appropriate, uploaded into personal portfolio for audit and appraisal.

The Clinic Manager periodically prepares case studies using anonymized individual complaints to demonstrate how complaints are resolved and followed up, for the information of staff, and for use in audit and appraisal.

Information about trends in complaints and how individual complaints are resolved is routinely discussed at staff meetings and clinical review meetings as part of reflecting on the performance of the service and opportunities for improvement.

Complaints reports are considered and discussed at monthly clinical review meetings and directors’ meetings.

An annual quality improvement report is published that includes information on:

  • The number and main types of complaints received, common outcomes and how complaints have resulted in changes;
  • How complaints were managed—how the complaints system was promoted, how long it took to resolve complaints (and whether this is consistent with the policy) and whether complainants and staff were satisfied with the process and outcomes; and
  • The results of the annual patient satisfaction
  • The service promotes changes it has made as a result of patient complaints and suggestions in its general

 

Formal Complaints 

Complaints that are not resolved at the point of service, or that are received in writing and require follow up, are regarded as formal complaints.

Clinicians and staff refer complaints to Clinic Manager if:

  • After attempting to resolve the complaint, they do not feel confident in dealing with the complainant; or
  • The outcome the complainant is seeking is beyond the scope of their responsibilities Or;
  • They or the complainant believe the matter should be brought to the attention of someone with more

If the complaint is not resolved at the point of service, clinicians and staff are expected to provide the complainant with the formal complaints policy.

Clinicians and staff then complete a report and forward it to Dr Asit Kumar.

The complaints manager coordinates resolution of formal complaints in close liaison with the patient, treating clinician and other staff who are directly involved.

 

Assessing Resolution Options 

Formal complaints are normally resolved by direct negotiation with the complainant, but some complaints are better resolved with the assistance of external bodies and authorities.

The Clinic Manager will sign post the complainant to an appropriate external body if;

  • There is a serious question about the adequacy and safety of a health practitioner;
  • The complaint is against a senior clinician or manager who will be responsible for investigating the complaint, resulting in a perception that there is a lack of independence; or
  • The complaint raises complex issues that require external
  • Where the complaint is not related to a clinical episode/outcome but a customer service issue and this has not been resolved to the patients satisfaction, Dr Nancy London Clinic undertakes to signpost patients to approved (by the Chartered Trading Standards Institute) (https://www.tradingstandards.uk/consumer-help/adr-approved-bodies) Alternative Disputes Resolution Service Provider [Name and web address] in accordance with The Alternative Disputes Resolution Regulations (2015) and undertakes to co-operate and comply with the recommendations made by [Name of approved ADR provider]

 

References and Further Reading 

 

Complaints Policy (patients and service users) Policy Statement 

Everyone has the right to expect a positive experience and a good treatment outcome. In the event of concern or complaint, patients have a right to be listened to and to be treated with respect. Service providers should manage complaints professionally so customers’ concerns are dealt with appropriately. Good complaint handling matters because it is an important way of ensuring customers receive the service they are entitled to expect. Complaints are a valuable source of feedback; they provide an audit trail and can be an early warning of failures in service delivery. When handled well, complaints provide an opportunity to improve service and reputation.

 

Aims & Objectives 

  • We aim to provide a service that meets the needs of our patients and we strive for a high standard of care;
  • We welcome suggestions from patients and from our clinicians and staff about the safety and quality of service, treatment and care we provide;
  • We are committed to an effective and fair complaints system; and
  • We support a culture of openness and willingness to learn from incidents, including

 

Promoting Feedback 

Information is provided about the complaints policy and external complaints bodies that patients can go to with a complaint, such as [Save Face ltd] in a variety of ways, including;

  • On our website;
  • Through our patient feedback brochure;
  • Publicity about the service;
  • Posters in reception;
  • Discretely located suggestion boxes; and by clinicians and staff inviting feedback and

 

 

If you have a concern or wish to make a complaint 

Please advise us as soon as possible, an appointment will be made for you to be seen. It may be possible to discuss over the phone, or by email, if your concern is not related to a treatment outcome.

If your concern is related to a treatment outcome, we will need to see you in order to assess and document for the medical record.

Be assured

  • We will Listen to your views on your experience and concerns
  • We will document your views and concerns in the medical record and confirm with you that this record reflects your views and concerns
  • We will treat you with respect, sensitivity and maintain
  • All complaints are handled without prejudice or assumptions about how minor or
  • The emphasis will be on identifying the problem and how we might resolve the
  • We will establish what kind of resolution you
  • If possible your clinician will provide you with an explanation of what has happened, based on the known
  • If appropriate, your clinician will provide you with support, advice and/or propose a management plan depending on the assessment and diagnosis of the concern
  • We will provide you with a written summary of the assessment and discussion within (48)
  • You may request a copy of your medical record and report should you wish to seek a second

Clinicians and staff refer complaints to Clinic Manager if:

  • After attempting to resolve the complaint, they do not feel confident in dealing with the complainant; or
  • The outcome you are seeking is beyond the scope of their responsibilities Or;
  • They or you believe the matter should be brought to the attention of someone with more
  • You will be provided with the contact details of the manager referred

The complaints manager coordinates resolution of formal complaints in close liaison with the patient, treating clinician and other staff who are directly involved.

The Clinic Manager carries out investigations of complaints to identify what happened, the underlying causes of the complaint and preventative strategies. Information is gathered from:

  • Talking to clinicians and staff directly involved
  • Factual written reports provided by staff involved in the incident
  • Listening to the complainant’s views on their experience and concerns
  • Establishing what kind of resolution is expected
  • Reviewing medical records and other records; and creating a coherent timeline of treatment episodes, reviews and
  • Gathering and reviewing any supporting documents and records
  • Reviewing relevant policies, standards or

At the conclusion of an inquiry or investigation, the complainant and relevant clinicians and staff are provided with all established facts, the causal factors contributing to the incident and any recommendations to improve the service, and the reasons for these decisions.

 

Records and Privacy 

  • The complaints manager maintains a complaints and patient feedback register ( e.g. Save Face portfolio), with records of informal feedback (Suggestions for improvement and patient feedback forms) and formal
  • All interactions with the complainant, including face to face, telephone, email or text are documented in the patient
  • Personal information on individual complaints is kept confidential and is only made available to those who need it to deal with the
  • Complainants are given notice about how their personal information is likely to be used during the investigation of a
  • Individual complaints files are kept in a secure filing cabinet in the [complaints manager]’s office and in a restricted access section of the computer system’s file
  • Patients are provided with access to their medical records [in accordance with the confidentiality policy]. Others requesting access to a patients’ medical records as part of resolving a complaint are provided with access only if the patient has provided authorization [in accordance with the confidentiality policy].

Timeframes 

  • Formal complaints are acknowledged in writing or in person within 48
  • The acknowledgment provides contact details for the person who is handling the complaint, how the complaint will be dealt with and how long it is expected to
  • If a complaint raises issues that require notification or consultation with an external body, the notification or consultation will occur within three days of those issues being
  • Formal complaints are investigated and resolved within [ 20-45 days]
  • If the complaint is not resolved within 20 days, the complainant, clinicians and staff who are directly involved in the complaint will be provided with an

The process of resolving the problem will include:

  • An expression of regret to the patient for any harm or distress suffered;
  • An explanation or information about what is known, without speculating or blaming others;
  • Considering the problem and the outcome the patient is seeking and proposing a solution; and confirming that the patient is satisfied with the proposed