The Lawrence Clinic encourages constructive criticism and complaints by clients and/or their representatives as a way of ensuring that problems are dealt with sympathetically and, where appropriate, improvements made. It is the aim of The Lawrence Clinic is to ensure that, so far as possible, all complaints are dealt with in an efficient and professional manner.
There are 3 stages to the Complaints 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 within 6 months of the date of the event complained about.
2. The Patient will be given a copy of our complaints procedure and invited to attend a face to face 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 responds directly to the person who has made the complaint, whether the complaint was made verbally, by letter, text or email.
4. To make a formal complaint the complainant should write or e-mail to Provider 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 Provider 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.
The Lawrence Clinic is dedicated to respecting the rights of all our patients – if you feel that you need help to make a complaint please let us know. We are committed to dealing with any complaint in a sensitive and timely manner and will not discriminate against anyone in any way who feels the need to make a complaint or comment.
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. Normally this will involve a senior member of staff with the IHP, who has not been involved in handling of 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 the hospital or clinic 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 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 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:
(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
Email: info@iscas.org.uk
Telephone: 020 7536 6091