Complaints Policy Statement
En Pointe Wellness Ltd is committed to providing a high standard of service for all patients. If the service does not meet expectations, patients have the right to complain, and all complaints will be handled fairly, confidentially, and promptly.
How to Make a Complaint
Patients or their representatives can make a complaint verbally, in writing, or via email. Complaints should be addressed to the Practice Manager. If the patient is unable to complain, someone acting on their behalf with written consent may do so.
Complaints can be submitted up to 12 months from the incident or when it became known to the complainant.
All complaints will be acknowledged within 3 working days.
Complaints Process
The complaint will be recorded and investigated by the appointed Complaints Manager or designated staff member.
Where possible, a discussion will occur with the complainant to clarify the concerns and desired outcome.
An action plan and timescale for investigation will be agreed, along with the complainant’s preferred communication method.
A written response will be sent within 28 working days of acknowledgment, or an update on progress and expected timeline.
Patients will be offered a meeting if necessary or appropriate.
Escalation and External Review
If the complaint is not resolved satisfactorily, patients can escalate their concern to external bodies:
Care Quality Commission (CQC).
You may contact the Care Quality Commission if you feel that your complaint is not being dealt with in a satisfactory manner, on 03000 616161 (The CQC will not arbitrate a complaint but require us to make CQC contact details available to you).
General Medical Council (GMC) for private practice matters.
Independent sector complaints adjudication where relevant–If an internal resolution cannot be achieved, the matter will be referred to an independent third party.
Information about external complaints routes will be provided if needed.
Principles
No complainant will be discriminated against or victimised for raising a concern.
Patient care will not be affected by raising a complaint.
All complaints will be treated confidentially and investigated impartially.
Lessons learned from complaints will be reviewed and used to improve service quality.
Unreasonable or Persistent Complaints
Where a complainant’s behaviour is unreasonable or persistent, the practice may apply provisions such as restricting contact to one staff member, limiting communication method, or refusing repeated complaints about the same issue, in line with published policy.
If you have any questions, please do reach out to the admin and email admin@enpointeprivategp.co.uk