CAD Complaints Procedure 29th November 2022
At Children’s Allergy Doctors, we believe that everyone has the right to expect a positive experience and the best possible chance of a good treatment outcome. We are committed to providing a quality service and work in an open and accountable way that builds trust and respect.
In the event of a concern or complaint, we will endeavour to listen positively and will try to rectify any mistakes. As a responsible provider, Children’s Allergy Doctors will manage complaints correctly, so user concerns are dealt with appropriately.
Stage 1 – Practice Manager review and assistance
If you are unhappy with our facilities or service, we want to know about it as soon as possible. We will then investigate the situation so that we can explain, apologise, and take positive action where necessary. The person responsible for directing complaints to is the Practice Manager, Tracy Kennedy, and you can email her at PM@firstname.lastname@example.org.
Please provide details of the issue you are unhappy about, including the date and names of any staff members who were involved. Your written complaint will be acknowledged within 3 working days. The Practice Manager will endeavour to investigate the matter and will liaise with clinical and admin staff if involved at the Practice and will contact other venues if required. Unfortunately, if outside venues are involved, we cannot anticipate how long they will take to reply or resolve the issue and cannot be accountable, but we will try to rectify the issue or reply as soon as possible.
Stage 2 – Local independent internal review
If you are dissatisfied with the outcome of Stage 1, you will then be provided with the opportunity to discuss the issue with a consultant at the practice to carry out a full, independent review of your complaint. This review will be carried out impartially and will be dealt with in confidence.
This second stage will be acknowledged within 3 working days of escalation unless a full response can be provided within 5 working days. We will try to complete the process within 20 working days, and if for any reason extra time is needed, you will be kept fully informed.
Stage 3 – Independent external review
If we are unable to reach a satisfactory local resolution through Stage 1 or Stage 2, you may contact the Centre for Effective Dispute Resolution International Dispute (CEDR) who provide an independent complaint review service to patients/service users who remain dissatisfied.
Their details are:
Centre for Effective Dispute Resolution International Dispute
70 Fleet Street London EC4Y 1EU
Telephone 020 7520 3800
Tel: 020 7536 6091
Stage 4 – Specialist Bodies
If none of the above stages reach resolution and/or it is deemed relevant to escalate it further the following regulated bodies can help:
General Medical Council (GMC) – They will help with medical concerns against a Doctor – www.gmc-uk.org/about/contactus/comments_and_complaints.asp
Corporate Review Team
General Medical Council
3 Hardman Street
Tel: 0161 923 6602 (Textphone users can use the Text Relay Service. Dial 18001 then 0161 923 6602)
Nursing and Midwifery Council (NMC) – They can help with concerns against nursing professionals – Website: www.nmc.org.uk