complaints policy

Qured Complaints Policy 2018/19, copyright LCS Healthcare

All complaints will be dealt with quickly and effectively between the individuals concerned and any justified
grievances will be promptly remedied. It will be made clear to the complainant that they may contact the Care
Quality Commission at any time in connection with a complaint.

1.2 If the Care Quality Commission wishes to investigate a complaint, Health Technologies Limited t/a Qured
will provide adequate facilities for any authorised person to interview, in private, any patient.

1.3 Any complaints of unprofessional conduct against a doctor will be referred to the General Medical Council.
Complaints about nursing staff will be referred to the Nursing and Midwifery Council.

1.4 A notice will be posted in the waiting rooms giving a clear indication to all Patients that should they wish to
register a complaint they should in the first instance address it in writing to:

Harriet Leyland
Health Technologies Limited t/a Qured
6.09 Tintagel House
92 Albert Embankment

1.5 The notice will also contain the name, address and telephone number of the Care
Quality Commission.

2.0 Procedure for Handling of Complaints:

2.1 All complaints will be fully investigated by the Registered Manager (Caroline Amelia Bibby).

2.2 All complainants will receive a written acknowledgement within 2 working days of the complaint.

2.3 The complainant will receive a written response within 20 working days or a written explanation of why the
response is taking longer and when they can expect a response. A full response being made within 5 working
days of a conclusion being reached.

2.4 All staff involved in a complaint will be informed of the outcome and advice on preventing recurrence.

2.5 On completion of a complaint a full written report will be made including any recommendations and actions
by the Registered Manager (Caroline Amelia Bibby).

2.6 Where a complainant is not satisfied at the conclusion of the complaint process they have several options
depending upon the nature of the complaint:

a. Independent arbitration service (see below).

b. Where the complaint may relate to a breach of professional standards of conduct, clinical competence or
fitness to practise, patients can raise their concerns with the appropriate professional regulator (Doctors –
General Medical Council, Nurses – Nursing & Midwifery Council (see below).

c. Where the complaint relates to a breach of statutory regulations and the organisation is registered with the
Care Quality Commission patients can contact the CQC (see below).

d. Patients retain the option of seeking legal advice relating to a complaint about the service provided by any
healthcare provider.

2.7 Any complaint proceeding to litigation will be notified to the Care Quality Commission.

3.0 Complaint should be made in writing to the Registered Manager (Caroline Amelia Bibby)

3.1 The Registered Manager (Caroline Amelia Bibby) will conduct an investigation and will gather information

3.2 This will lead to a full written report being produced and made available to those concerned.

3.3 The investigation will include:
– Speaking to all persons concerned
– Reviewing records and other documents
– Producing a written summary of the facts of the complaint
– Producing responses to written complaints
– Completing the appropriate records of the complaint
– Informing all relevant parties as to the outcome of the complaint and any remedial action.

3.4 The Care Quality Commission is the regulator for independent Healthcare. The Care Quality Commission
has no statutory powers to investigate any complaints that patients or other members of the public make about
independent healthcare services, nor do they have a regulatory role to manage, arbitrate or resolve their
complaints, concerns or allegations. However, they will take account of all information that they receive from
the public about registered independent providers, or about unregistered providers that they consider should
be registered. They assess whether this ‘concerning information’ suggests that:
– An offence has been committed as set out in the Health & Social Care Act 2008
– A regulation has been breached as set out in the associated regulations, or
– The provider has contravened a condition of their registration with us, as set out in their registration

3.5 If they suspect that the provider has committed an offence under the Act or a
breach under the regulations, they are required to take action to bring about improvement.

3.6 Care Quality Commission
CQC Healthcare Tel: 03000 616161
Citygate Email:
Gallowgate Web:
Newcastle upon Tyne

3.7 Staff will provide help to any patient or relative of a patient wishing to make a complaint.

3.8 Contact Details:
The General Medical Council
Tel: 0161 923 6602
350 Euston Road Web:

The Nursing & Midwifery
Tel: 0207 7333 9333
23 Portland Place Web:
London, W1B 1PZ

Independent Arbitration
Organisation: Centre for
Effective Dispute Resolution
International Dispute
Resolution Centre
70 Fleet Street