COMPLaiNTS

Your complete satisfaction is very important to us at Cotswold Surgical Partners. We do everything possible to get things right but if there is something we need to know about, or improve, please tell us. We are open to comments, feedback, suggestions, ideas and complaints as all are a means of patients sharing with us their personal experience of our service. As an ethical company we strive to offer the highest professional standards and we want you to be delighted. If you are disappointed, think we could have done better or helped you in a different way, please give us the chance to improve in the future or put things right by getting in contact.

We’re always looking for ways that we can get better, so we welcome all feedback regarding our care to you. You can leave us feedback, in as much detail as you like, here. Cotswold Surgical Partners is committed to providing an extraordinary standard of care. This commitment is enshrined in our values of: Dignity & Respect, Quality Care, Accountable, Attentive and Colloborative.

Further information is available below, and is designed to sign post you to your options and provide useful information.

Patient care funded by the NHS

If your care has been funded by the NHS, this section applies to you.

How we will manage your concerns / complaint

Our promise to you
When we receive an enquiry, you can expect us to do the following:

• Listen to you thoroughly and understand how we can help you
• Be open and honest in our response
• Help you to find the best way of resolving any problems, or getting an answer to your question
• Deal with your enquiry in confidence
• Keep you updated on the progress of your enquiry and any action we intend to take
• Communicate to you in your chosen format
• Use information from your enquiry to improve our services

Cotswold Surgical Partners provides clear information on its website and in each operating location on how to make a complaint or to provide feedback on the care provided. This includes information on individual legal rights under the NHS Constitution, how independent support to help make a complaint can be accessed, and how to complain to the Health Service Ombudsman should an acceptable resolution not be reached.

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Cotswold Surgical Partners.

We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

Complaints process

Most complaints can be resolved at a local level. A complaint can be made in writing, electronically, or verbally. Any member of our team can either help you, or provide you with information, a route forward or escalate your concerns to the most appropriate person to help you further. This may be their Line Manager and/or Registered Manager immediately.

Every circumstance will be different and we aim to provide a tailored response to help manage your care and address your complaint. The below provides a useful guide of what you can expect:

• An acknowledgement that your complaint has been received within 2 days of receipt, and an expected time frame for a response. A telephone call may be made first depending upon the nature of the complaint or if further information could be useful.
• An investigation into any issues mentioned within the complaint within the quoted time frame. If required, we may update you at a shorter interval, or if needed, a request for further time to ensure a thorough and comprehensive invetigation can be completed.
• Provide a full written response and explanation within one month, providing where necessary, an action plan for any ongoing investigation.
• Do everything possible to resolve the complaint to the patient’s satisfaction – this may involve a meeting with the patient / carer or may involve mediation.
• Reach an agreement with the patient if more time is needed.
• Learn from the complaint and make appropriate changes to the service (anonymised information about the complaint may be used for staff training).
• If a patient is not satisfied with the outcomes they will be provided with details of the next steps to take.
• The investigating officer (usually the Registered Manager) will consider each complaint fairly and with an open mind, and may arrange to meet face to face with the complainant if necessary. If the complainant is unhappy with the decision of the investigation they will be informed of how the complaint can be escalated. In the possible likelihood of legal action, Cotswold Surgical Partners may seek advice from their own legal/professional organisations.

When a complaint is made to Cotswold Surgical Partners that includes issues about other NHS providers, clarification will be provided on how the complaint will be addressed and the line of responsibility. Cotswold Surgical Partners may need to seek consent to share information with any other named NHS provider so that a full inverstigation can be completed. Cotswold Surgical Partners will co-operate with any other providers that approach the organisation in relation to issues about our services which may be mentioned in any complaint made to that organisation.

If for any reason you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint. They will contact us on your behalf:

NHS England
PO BOX 16738
Redditch
B97 9PT
03003 112233
england.contactus@nhs.net

A complaint can be made verbally or in writing. A complaints form is available from reception, we can email or post it to you or you can talk to us on Freephone 0808 280 3560.

Time frames for complaints

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.

The General Manager, or deputee, will respond to all complaints within three business days to confirm its safe receipt.
We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.

Confidentiality

Maintaining confidentiality is essential and security of data relating to individuals must be protected in accordance with the Data Protection Act (1998). No confidential information relating to complaints will be disclosed to any third party unless Cotswold Surgical Partners has the patient’s consent or some other lawful authority to do so. Anonymised information arising from complaints may be shared with other agencies.

Third party complaints

Cotswold Surgical Partners allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception or we can email or post it to you. Alternatively it can be requested on Freephone 0808 280 3560.

Final response

Cotswold Surgical Partners will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. Further information is detailed in our organisation policy.

Advocacy support

• POhWER support centre can be contacted via 0300 456 2370
• Advocacy People gives advocacy support on 0330 440 9000
• Age UK on 0800 055 6112
• Local Council can give advice on local advocacy services

Further action

If you are dissatisfied with the outcome of your complaint from either NHS England or this organisation then you can escalate your complaint to:
Parliamentary Health Service Ombudsman (PHSO)
Milbank Tower
Milbank
London
SW1P 4QP

Tel: 0345 015 4033
www.ombudsman.org.uk

Definitions

Complaint: A complaint is an expression of dissatisfaction requiring a response, communicated verbally, electronically, or in writing. Complaints may also include requests for information under the Freedom of Information Act (2000), Data Protection Act (1998) or other relevant legislation.

Concerns and enquiries: A concern or enquiry is a problem raised that can be resolved / responded to straight away, (by the end of the next working day). These are not reported as complaints and fall outside the complaints arrangements.

Unreasonable or Persistent Complainant: Every effort must be made to resolve a complaint before someone can be described as unreasonable. A complainant who displays threatening or abusive behaviour or language (whether verbal or written), that causes staff to feel afraid, threatened or abused and/or continues to contact Cotswold Surgical Partners with unreasonable demands following a complaint investigation, may be considered an unreasonable or persistent complainant. Unreasonable demands can include seeking excessive amounts of information, demanding an unrealistic nature or scale of service, or seeking to prolong contact with Cotswold Surgical Partners by continually raising new issues throughout an investigation. The Directorate will make the decision regarding when a complainant is making unreasonable demands.

Complaints leaflet

Private Care

When registered with a Private Consultant Plastic Surgeon or Dermatologist, you remain their private patient throughout your care, and not of Cotswold Surgical Partners direct. Your Consultant has been granted ‘Practising Privileges’ to practice from Cotswold Surgical Partners’ Care Quality Commission accredited and regulated skin care centre and are clinically responsible for your care, with the appropriate indemnity cover as a completely separate entity.

Cotswold Surgical Partners can assist in liaising between yourself and your named Private Consultant Plastic Surgeon or Dermatologist to arrange appointments, assist with any queries and facilitate any follow-ups required providing a clean, safe and welcoming facility.

Cotswold Surgical Partners is a facilitator of services and cannot be held liable for any alleged negligence which would need to be addressed through your named surgeon’s indemnity scheme.

Should you be unhappy with any aspect of your care you should raise concerns with your named Private Consultant Plastic Surgeon or Dermatologist as soon as possible. Should you be unhappy with the response received, they will provide you with further information on what options are available to you, which may include a second opinion.

If you would like Cotswold Surgical Partners to be aware of your concern/complaint or would like assistance/support please get in touch with us here. We will of course do everything that we can to support you.