Complaints Policy

This Policy summarises the procedures to be followed to process complaints or concerns received from service users (Patients/Clients) regarding their perception of the quality of the Clinical Service delivered by QD Global Health Ltd, trading as “Novium Clinic” and “Novium Health” (henceworth referred to as QD Global Health)

  1. It is the policy of QD Global Health to welcome concerns and complaints regarding the clinical services provided and to look upon them as an opportunity to learn, adapt, and improve to provide better services. This policy is NOT intended to apportion blame, to consider the possibility of negligence, or to be used as a mechanism for providing compensation. It does NOT form part of QD Global Health’s Disciplinary, Grievance and Appeals Procedure.
  1. Complaints may originate from service users, their family / relatives, either directly or through sub-contractors (if employed), and even from the company’s own Clinical Staff. Complaints may be received both verbally and in writing, and all are taken seriously and are dealt with promptly.
  1. Each instance of a complaint will be reported / routed according to the following hierarchy:
  • Complaints relating to clinical services delivered by a doctor – report to the Registered Manager of the company.
  • Complaints relating to the Registered Manager – report to the Proprietor or Director of QD Global Health.
  • Complaints relating to the Proprietor or Director of the company – proceed as directed in clause 15 of this Policy.
  1. For clauses 3.1 and 3.2 above, the following action will be taken according to the circumstances:
  • Complete the appropriate sections of a Complaints Record Form for appropriate action.
  • Provide the complainant with a written acknowledgement within 2 working days. This acknowledgement should confirm that the complaint will be fully investigated and reported back to the complainant within a maximum of 28 days.
  • Undertake a thorough investigation into the complaint; firstly, to determine whether the complaint is justified, and if so what action is needed to correct the issue and to prevent a recurrence in the future.
  1. Every effort will be made to resolve the complaint and to provide a full response to the complainant within 28 working days.
  1. It is recognised that some people may need independent help and support to raise concerns and the service user is advised of the contact details of the local advocacy services from where such help can be obtained.
  1. All contact with the complainant should be polite, courteous, and sympathetic, and staff is expected to always remain calm and respectful. Staff should not accept blame, make excuses, or blame other staff. If the complaint raises potentially serious matters, (e.g., such as circumstances as referenced in clause 3.3 above), appropriate advice may need to be sought from legal counsel.
  1. If the issues are too complex such that the complaint cannot be satisfactorily resolved within 28 working days then the complainant must be kept informed of any delays.
  1. As a second stage to the complaints handling procedure, if the complainant is not satisfied with the Service Provider’s handling or progress of their complaint, or is dissatisfied with the outcome, the complainant has the right to refer the complaint to the following external authorities, details of which are as follows:

Regulating Authority – CQC – Telephone: 03000 616161           

Local Government Ombudsman

  1. Once the complaint has been resolved to the satisfaction of all parties, the Registered Manager will take the following action:
  • Offer the complainant (and/or advocate, as appropriate) the opportunity to attend a meeting with staff to explain the results of the investigation and, where appropriate, to offer an apology. (An apology for what has happened is NOT an admission of any liability).
    • Provide the complainant with a written report of the results of the investigation, including any action that has been taken to prevent a recurrence, and the ways in which the Authorities identified in clause 9 of this policy can be contacted if the complainant is not satisfied with the outcome of the investigation.
    • Complete the relevant sections of the Complaints Record Form, which will then be signed-off by the Registered Manager, or authorised delegate.
    • Review any staff training issues, specifically the need for any re-training, that may have arisen because of the investigation.
  1. The Registered Manager is responsible for maintaining all records relating to a complaint, using an appropriate Complaints Record Form as the basis for monitoring the progress made in resolving the complaint. Records will include details of all complaints received, both written and oral, and copies of all statements from relevant parties.   
  1. Records of all complaints, together with an on-going Complaints Record Log, are maintained in a separate Complaints Records File located at the company’s offices under the responsibility of the Registered Manager.
  1. The Complaints Record Log will be reviewed on a regular basis for apparent adverse trends in service quality as part of the Management Review of the Quality System.
  1. In accordance with statutory requirements all complaints records will be kept on file for 10 years from date of first entry on the Complaints Record Log.
  1. Handling of Complaints relating directly to the Proprietor or Director of the company:

The complaint will be reported directly to an appropriate external authority, according to clause 9 of this Policy and with due regard to any relevant legal implications. In all other aspects, processing and handling of the complaint will proceed as set down in clauses 5 through 8, and 10 through 14 of this Policy.