01454 314 460 / M. 078 4645 2000 hayley@hjtherapies.co.uk

Complaints Policy

HJ Health is fully committed to ensuring clients receive the best possible treatment.

This  policy outlines the procedures put in place should a client wish to compliment, comment or complain.

Clients are actively encouraged to contact HJHealth  if they have an issue with their care. How we manage complaints forms an integral component of our good governance and quality management.

Candour is the quality of being open and honest. The client, or someone lawfully acting on their behalf, should (as a matter of course) be properly informed about all elements of their treatment and care, including any incidents that result in harm. The clinician will inform the clients on the success of their treatment and if any follow up is required. In the unlikely event of an adverse event during the procedure the client will be informed, this will be documented, and a copy sent (with permission) to the patients GP. Follow up advice will be offered.

Being open is a set of principles that the clinician will use when communicating with clients, and if appropriate, their families and carers following an incident in which the patient might have been harmed.

Should an adverse incident occur at the time of the consultation or come to light following the consultation the client will be fully informed of this and potential solutions discussed. This can relate to any aspect of care including, but not limited to

Treatment • Infection/cross contamination • Data breach

In accordance with our registration with the Care Quality Commission and Relevant Legislation: Health and Social Care Act 2008 (Regulated Activities) Regulations 2014: Regulation 16 receiving and acting on complaints, HJ Health will ensure that there are systems in place to ensure patients, and if appropriate, relatives and carers:

  • Have suitable, accessible information about and clear access to procedures to register formal complaints and feedback on the quality of services
  • Are not discriminated against when complaints are made
  • Are assured that we act appropriately on any concerns, and where appropriate, make changes to ensure improvements in service delivery.

This policy has two aims:

  • to resolve complaints effectively by responding personally and positively to individuals who are unhappy.
  • to ensure that opportunities to learn and improve are not lost

Procedure

Timeframe – A complaint should normally be made within 4 weeks of the event(s) concerned or within 4 weeks of becoming aware that you have something to complain about, providing that it is within 12 months of the event.

Who should I complain to?

In the first instance, you can raise your concerns by speaking to the clinician at the time or after the consultation. The clinician may be able to resolve your concerns without the need to make a more formal complaint.

We aim to resolve complaints quickly and as close to the source of the complaint as possible using the most appropriate means. If you do wish to continue with a formal complaint you can do this by writing a letter or email addressed to the practitioner concerned or to:

HJ Health
86 Longcroft
Yate
Bristol
BS377YW
hayley@hjtherapies.co.uk

Your correspondence will be acknowledged within 7 working days of receipt and then investigated further. You should receive a full response or offer of a meeting with the people involved within 21 working days. You should also be informed if the investigations are going to take longer.

When looking into your complaint, we will aim to:

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned
  • Make sure you receive an apology, where this is appropriate
  • Identify what we can do to make sure the problem doesn’t happen again

If you remain unsatisfied by our response and attempts to address your complaint or  issues raised, you can make a complaint to ICAS:

Independent Healthcare Sector Complaints Adjudication Service
info@iscas.org.uk
020 7536 6091
Alternatively, if you need to post any correspondence  details as follows:
ISCAS, CEDR, 3rd Floor, 100 St. Paul’s Churchyard, London, EC4M 8BU

If you still remain unsatisfied by our attempts to resolve the complaint you can     contact the Ombudsman

The Health Service Ombudsman
0345 015 4033
phso.enquiries@ombudsman.org.uk
Alternatively, if you need to post any correspondence  details as follows:
Millbank Tower, Millbank, London SW1P 4QP.

H J Health will be sensitive to individual complainants needs and in line with the spirit of the Health Service Ombudsman principles of Good Administration. Good Complaints Handling and Remedy: • Getting it right • Being customer focused • Being open and accountable • Acting fairly and appropriately • Putting things right • Seeking continuous improvement.