Doctors 4 You is to always provide its patients with a best possible service. We are always interested to hear your opinion on how well you think we are doing. We welcome suggestions and constructive criticism as they help us to improve our service. Please present your views in writing at reception, email or use our suggestion box.
At times you might not be happy with the service you have received, and you may wish to make a formal complaint, the following complaint procedures will apply.Please also ask our receptionist the complaint procedure leaflet.
All complaints should be submitted in either by writing to the Clinic Office at Doctors 4 You, 445 Lordship Lane London N22 5DJ, or contact through Tel:02032401028, or send via E-mail at: firstname.lastname@example.org . Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person
concerned will be required.
There will be 3 stages of complaints process:
Stage 1 – Local Resolution
When a complaint is received by a staff member, we will endeavour to resolve the issue immediately (or within 24 hours) to the satisfaction of the complainant if it is within their role and
realm of responsibility, or involve another colleague or more senior staff member if it is not within their role and realm of responsibility staff will explain the complaints process as described in the procedure steps, and give the complainant a copy of the Complaints procedure.
Staff will report the complaint to Abdulkadir Ali where it will be assessed for further action and logged.
If a complaint can be resolved to the complainant’s satisfaction within 24 hours, it is not necessary to go through the formal complaints process.
If it cannot be resolved to the complainant’s satisfaction within 24 hours, the complaint will be recorded as a formal complaint. If the complainant is not the Patient, consent to investigate and resolve the complaint must be obtained from the Patient. All complaints should be raised directly with the Practice Manager in the first instance and should normally be made within 6 months of the date of the event complained about.
Acknowledgement of the complaint will be made to the complainant in writing within three working days detailing the complaint and that an investigation will be undertaken.
The complaint will then be investigated after which the complainant will receive a reply and response as agreed in the plan and a meeting offered if necessary and appropriate. We will investigate complaints and respond as soon as possible in either by writing or email within 20 working days of receipt. If we cannot provide a full response within 20 working days, then we will inform the complainant notify him/her of any delays and then will keep them updated on the progress of their complaint.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
• If the complainant escalates their complaint to Stage 2, the practice manager will provide a written acknowledgement to complainants within 3 working days of receipt of their complaint at stage.
• The Practice Manager will have arrangements in place by which to conduct an objective review of the complaint.Normally this will involve a senior member such as the company director, lead doctor or the registered manager, who has not been involved in handling of the complaint at
• 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.
• Provide a review of the investigation and the response made at stage 1.
• 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.
• The aim should be to complete the review at stage 2 in most cases within three months.
• 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
If the complainant is dissatisfied with the outcome of our company director and stage 2 and feel we have not met any of the Health and Social Care Act 2008 regulations, you can escalate your concerns to Independent Sector Complaints. Adjudication Service that Doctors 4 You is of. 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 Complaints. 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 us 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:
(a) The reasons for the complaint
(b) What aspects of the complaint remain unresolved after Stages 1 and 2
(c) What outcome the complainant is seeking from Stage 3 ISCAS contact details are as follows:
*By Post: ISCAS, 100 St Paul’s Churchyard, London, EC4M 8BU
*Telephone: 020 7536 6091