Complaints
At S E I K Psychiatry, we strive to provide the highest standards of care and customer service to all our patients. However, we understand that there may be times when we fall short of your expectations. In such cases, we want you to know that we value your feedback and take complaints seriously. We are committed to listening to your concerns, acknowledging any mistakes we may have made, and working towards rectifying them to improve our services.
We have a simple and transparent complaints procedure consisting of three stages:
Stage 1 - Local Resolution:
If you have a complaint, we encourage you to raise it directly with our CQC Registered Manager or Complaints Manager as soon as possible, preferably within 6 months of the event or as soon as the matter came to your attention.
You will be provided with a copy of our complaints procedure and invited to a consultation with the manager and other relevant parties to discuss your concerns and try to find an early resolution.
Our manager will conduct a thorough investigation by reviewing the case in detail and gathering statements from all staff members involved. They will respond directly to you, whether your complaint was made verbally, by letter, or email.
To make a formal complaint, please write or email us clearly stating the nature of your complaint, along with as much detail as possible, including dates, times, and, if known, the names of staff members involved. This will help us address the issues promptly and effectively.
Upon receiving your written complaint, we will acknowledge it within 3 working days by sending you a letter to your postal address (or via email) unless a full reply can be provided within 5 days.
Our manager or their designated representative will investigate all complaints. If there is any ambiguity or uncertainty regarding your complaint, we will contact you to seek clarification.
In most cases, we aim to provide a full response within 20 working days. If the investigation is still ongoing, we will inform you about the reason for the delay every 20 working days.
Our goal is to complete Stage 1 within three months in most cases.
If you remain dissatisfied with the response received at Stage 1, you can escalate your complaint to Stage 2 in writing within 6 months of the final response.
Stage 2 - Complaint Review:
If you choose to escalate your complaint to Stage 2, our CQC Registered Manager or Complaints Manager will acknowledge it in writing within 3 working days of receipt (unless a full reply can be sent within 5 working days).
An independent and objective review of your complaint will be conducted by a senior staff member who has not been involved in Stage 1 handling.
This review will involve a thorough examination of all documentation and may include interviews with relevant staff.
Comprehensive records will be kept for future reference.
We will review the investigation and response provided at Stage 1.
We may invite the clinic that responded at Stage 1 to make a further response to resolve specific matters. We will keep you informed if this occurs.
We may consider arranging a face-to-face meeting or teleconference between you and the staff members involved in the complaint at Stage 1.
We aim to provide a full response on the outcome of the review within 20 working days. If the investigation is still in progress, we will send you an email explaining the reason for the delay every 20 working days.
Our goal is to complete the review at Stage 2 within three months in most cases.
Stage 3 - Independent Review by CEDR:
If you wish to further escalate your complaint, you have the option to contact the Centre for Effective Dispute Resolution (CEDR) using the following methods:
Web: Visit https://www.cedr.com/ for more information and contact details.
Address: 100 St. Paul’s Churchyard, London EC4M 8BU, United Kingdom
Tel: Call +44 (0)20 7536 6000 to reach CEDR's helpline.
CEDR is an independent organization that specializes in dispute resolution. They will work with us and you to find a resolution to your complaint.
Additional Support and Advice:
Throughout the complaints process, you may seek further advice and support from the following organizations:
a) Citizens Advice Service:
Citizens Advice provides free, confidential, and independent advice. They have numerous locations and can assist you face-to-face or over the phone. Visit their website at www.citizensadvice.org.uk or call their helpline for more information.
b) Patients Association:
The Patients Association is a national healthcare charity that aims to address patients' concerns and needs. They provide advice and information to help you make the most out of your care. You can contact their helpline at 0845 608 4455 or visit their website at www.patients-association.org.uk.
Please note that these organizations do not investigate complaints on your behalf but can provide valuable guidance and support.
Raising Concerns with the Care Quality Commission (CQC):
If you feel the need to raise your concerns directly with the Care Quality Commission, you may do so. However, it is important to follow the complaints process outlined in this policy (Stages 1, 2, and 3).
You can contact the CQC at 03000 616161 or email them at enquiries@cqc.org.uk.
Their website, www.cqc.org.uk, provides further information.
Managing Complaints
Our team is committed to encouraging feedback from patients and service users, including complaints, concerns, suggestions, and compliments. We encourage our staff to resolve complaints at the point of service whenever possible and within the scope of their roles and responsibilities.
We hope that our complaints procedure helps you understand the process better. We value your feedback and are dedicated to providing a caring and attentive experience for all individuals we support.