PATIENT SATISFACTION SURVEY

To encourage patient feedback, we have a patient satisfaction survey available from reception.  All completed surveys are analysed regularly in order to evaluate our services and provide scope for improvement.

THE COMPLAINTS PROCEDURE

To encourage patient feedback, we have a patient satisfaction survey available from reception.  All completed surveys are analysed regularly in order to evaluate our services and provide scope for improvement.

The complaints procedure has 3 stages:

•    Stage 1 – Local Resolution. At this level, your complaint will be handled by the clinic’s practice manager.
•    Stage 2 – Internal Appeal. Your complaint will be the responsibility of the CQC Registered Manager.
•    Stage 3 – Independent External Adjudication. At this level, the external organisation ‘Independent Healthcare Sector Complaints Adjudication Service’ (ISCAS) will handle your complaint.

HOW TO MAKE A VERBAL COMPLAINT

If you wish to make a verbal complaint please ask to speak to our practice manager, who will attempt to resolve your complaint immediately. If this is not possible, the complaint will be further investigated. You will receive a letter acknowledging receipt of your complaint within two working days and then a full response within 20 working days from the practice manager.

HOW TO MAKE A WRITTEN COMPLAINT (STAGE 1)

We recommend you put all formal complaints in writing. If your complaint is about a Clinician you should address it to both the Clinician and the practice manager.

The practice manager will acknowledge your complaint letter within two working days, unless a full reply can be sent within five working days of receiving it.

The practice manager is responsible for investigating the complaint and will write to you with the outcome within 20 working days. If a full response cannot be given at this point, you will receive a letter explaining the reason for the delay.

A full response will then be sent to you within five working days of a conclusion being reached. In any event, you will receive a letter every 20 working days until the matter is resolved. When investigating the complaint, the practice manager may call you to talk about your concerns or offer to meet you. If no further action is proposed, the clinic will send you a full written response.

IF YOU REMAIN DISSATISFIED

Our aim is to deal with your complaint as quickly as possible at clinic level. If you are not happy with our response, please inform the practice manager and explain why. If you are dissatisfied with the clinic’s response, you can ask for an internal appeal.

INTERNAL APPEAL (STAGE 2)

The internal appeal stage is the responsibility of the CQC Registered Manager, based at the Kersley Eye Clinic. If you are dissatisfied with the clinic’s response, you can write to our Registered Manager. You will need to do this within 20 working days of the date of the final written response from the practice manager. You will receive an acknowledgment of the appeal within five working days of receipt.

The Registered Manager will consider the complaint and may undertake a review of the correspondence and handling of the issues at clinic level. The Registered Manager will either confirm the decisions and actions taken by the practice manager or offer an alternative solution. You will receive a full response within 20 working days from receipt of the appeal.

INDEPENDENT HEALTHCARE SECTOR COMPLAINTS ADJUDICATION SERVICE (ISCAS) (STAGE 3)

If you are dissatisfied with the internal appeal and the decision of the Registered Manager, you have the right to refer the matter to the Independent Healthcare Sector Complaints Adjudication Service (ISCAS). You must write to the ISCAS Secretariat within 25 working days of the final decision of the clinic’s internal review. The Secretariat will then raise the complaint with the clinic within ten working days of receipt. Once received, the clinic will then have a further ten working days to respond to the Secretariat. You can request an independent adjudication of Kersley Eye Clinic’s decision by writing to:

Independent Healthcare Sector Complaints Adjudication Service
70 Fleet Street
London
EC4Y 1EU

You do not have to pay a fee for this service as the costs are met by the ISCAS membership. The ISCAS will appoint a Principal Adjudicator, who is independent of the ISCAS and its membership and who has the right to reject cases without a hearing. The Principal Adjudicator also has the power to allow for late complaints to proceed in exceptional cases, such as the following:

•    If the clinic consents to proceed with the complaint.
•    If a patient was reasonably not able to comply within the relevant timeframes.
•    If it would be in the interest of the public for some reason to proceed.

If the Principal Adjudicator decides to hear a case, a panel will meet to review the complaint. After hearing both parties’ evidence, the panel will notify you of its decision within 60 working days. If you have any questions about the Kersley Eye Clinic Complaints Policy, please contact the Practice Manager at the address below:

Kersley Eye Clinic
42 Harley Street
London
W1G 9PR

CONFIDENTIALITY

In order to maintain confidentiality, we cannot enter into any discussion or correspondence with a third party, without the patient’s consent. If you wish for us to liaise with a third party, please provide us with your consent in writing.

In addition to the above you may want to contact our regulator, CQC, at the address below:

Care Quality Commission
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Tel: 0300 06 16 161