Complaints Procedure

Everyone at the Clinic is committed to providing safe, effective high-quality care and we welcome feedback from patients about the care they have received.

We know that sometimes the care provided may not meet the expectations of our patients. When a concern or complaint has been raised, we will acknowledge this and we will put things right, where possible. We will identify lessons to be learned, do our best to prevent it happening again, and we will identify and make improvements.

In most circumstances, if you tell us your concern quickly, we can resolve matters straight away. To let us know about something  you are unhappy about, please speak to any member of staff in the first instance.

The Clinic Operational Manager and the Clinic Director will be notified they will speak to you to resolve your concerns.

If you are not fully satisfied, you can put your concerns in writing and use our formal Complaint Resolution Procedure, which meets with the requirements of our Membership of The Independent Sector Complaints Adjudication Service (ISCAS).

Formal Complaints Resolution Procedure

Stage 1 – Local Resolution

  1. All complaints should be raised directly with the Clinic Manager in the first instance and should normally be made as soon as possible / within 6 months of the date of the event complained about, or as soon as the matter first came to the attention of the complainant.  If the person making the complaint is not the patient, consent will be obtained from the patient for permission to access their health records for the purpose of the investigation, if required, and to release details of the investigation to the representative.
  2. The Patient will be given a copy of our complaints procedure and invited to attend a face-to -ace meeting with the Clinic Manager and other relevant parties to talk through their concerns and to try and resolve the issue at an early stage.
  3. The Clinic Manager will go through a thorough process of investigation to include reviewing the case in detail and taking statements from all staff members / doctors concerned.  The Clinic Manager will respond directly to the person who has made the complaint, whether the complaint was made verbally, by letter, text or email, however we do not respond to complainants via email.
  4. To make a formal complaint, the complainant should write or e-mail the Clinic Manager clearly stating the nature of their complaint and as much detail concerning dates, times and if known names of staff members.  This will enable us to acknowledge and address the issues raised promptly and effectively.
  5. The Clinic Manager will acknowledge receipt of a written complaint, to the complainant’s postal address provided (or via email) within 3 working days of receipt (unless a full reply can be sent within 5 days).
  6. The Clinic Manager or their designated person will investigate all complaints.  Where the Clinic Manager is unclear on any point or issue regarding the complaint, it will contact the complainant to seek clarification.
  7. A full response to the complaint will usually be made within 20 working days or, where the investigation is still in progress, send a letter explaining the reason for the delay to the complainant, at a minimum, every 20 working days.  The aim should be to complete stage 1 in most cases within three months.
  8. In the event that the complainant is dissatisfied with the response to their complaint they can escalate their complaint to Stage 2, and must do so in writing, within 6 months of the final response to their complaint at Stage 1.

Stage 2 – Complaint Review

  1. If the complainant escalates their complaint to Stage 2, the Clinic Manager will provide a written acknowledgement to complainants within 3 working days of receipt of their complaint at Stage 2 (unless a full reply can be sent within 5 working days).
  2. The Clinic Manager will have arrangements in place by which to conduct an objective review of the complaint. This will involve a member of the Medical Advisory Committee who has not been involved in the complaint at Stage 1.
  3. Stage 2 shall involve a review of all the documentation and may include interviews with relevant staff. The records made as part of the stage 2 review should be complete and retained since these may be required for a stage 3 process.
  4. Provide a review of the investigation and the response made at stage 1.
  5. Invite those that responded at stage 1 to make a further response, where there is an opportunity to resolve the complaint by taking a further look at a specific matter. The complainant should be kept informed where this happens.
  6. Consider whether the review at stage 2 would be supported by facilitating a face-to-face meeting (or teleconference, where acceptable) between the complainant and those who responded to the complaint at stage 1.
  7. Provide a full response on the outcome of the review within 20 working days or, where the investigation is still in progress, send a letter explaining the reason for the delay to the complainant, at a minimum, every 20 working days.
  8. The aim should be to complete the review at stage 2 in most cases within three months.
  9. In the event that the complainant is dissatisfied with the response to their complaint they may escalate their complaint to Stage 3. 

Stage 3 – Independent External Adjudication

At Stage 3, complainants have the right to an independent external adjudication of their complaint. Requests for independent external adjudication should be made to the Independent Sector Adjudication Service (ISCAS), in writing, within 6 months of receipt of the Stage 2 decision letter.

Complainants cannot access Stage 3 until they have gone through stages 1 and 2 and ISCAS will direct complainants back to Provider where appropriate. To access Stage 3, complainants are asked to sign a ‘Statement of Understanding and Consent’, thereby agreeing to the parameters of Stage 3.

Complainants will need to set out in writing for the Adjudicator:

  1. The reasons for the complaint;
  2. What aspects of the complaint remain unresolved after Stages 1 and 2;
  3. What outcome the complainant is seeking from Stage 3

ISCAS contact details are as follows:

  • By post – ISCAS, 70 Fleet Street, London, EC4Y 1EU
  • Email – info@iscas.org.uk
  • Telephone – 020 7536 6091

Time Limits

  1. Concerns or complaints should be made as soon as possible after the event to which they relate.
  2. Concerns or complaints raised after 12 months of the incident occurring will be acknowledged but not investigated.

The Care Quality Commission 

The Medical Activities of the Melbury Clinic Ltd are regulated by the Care Quality Commission (CQC).

The CQC is the Independent Regulator of Health and Adult Social Care in England. The CQC does not investigate complaints, but considers relevant information about practices providing regulated activities within the terms of the legislation.

They can be contacted by telephone (03000 616161) by email (enquiries@cqc.org.uk) or via the CQC Website.

To Download our Complaints Procedure, click the button below:

Updated 10th June 2022