Complaints Policy
Our Complaints Procedure
It is our aim to provide high-quality care and service and to ensure that patients are satisfied with their experience.
We take all complaints seriously and aim to resolve them efficiently, fairly, and courteously. All complaints are investigated promptly, and confidentiality is maintained at all times.
We will never discriminate against patients who raise a complaint. We welcome feedback and are committed to listening to your concerns and answering any questions you may have regarding your care and treatment.
If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we can address your concerns and work towards a resolution as quickly as possible.
How to Make a Complaint
Complaints may be raised by email, in writing, or by telephone.
You may contact the Complaints Manager, Timothy Liggins, by email at rm@urbanhealthcare.co.uk, or submit your complaint in writing.
If you would prefer to discuss your complaint by telephone or via a remote appointment, for example a video or telephone call, this can be arranged with Richard Gibbs.
Acknowledgement and Investigation
All written complaints will be acknowledged within three (3) working days.
We aim to provide a full written response once the investigation has been completed.
Where a complaint involves clinical matters, we may need to liaise with the relevant clinician or clinicians as part of the investigation.
If the Complaints Manager Is Unavailable
If the Complaints Manager is unavailable, details of the complaint will be recorded and passed on as soon as they are available.
If the complaint relates to the Complaints Manager, you may direct your complaint to Steven Liggins.
Confidentiality and Complaint Records
We maintain comprehensive and confidential records of all complaints.
These records are stored securely and are accessible only to individuals who need to be involved in the investigation and resolution of the complaint.
Contact Details for Complaints
Complaints may be submitted using the following contact details:
Postal Address
Origin HRT
301–305 High Street
Croydon
CR0 1QL
Contact Information
Telephone:
020 7390 0790
Email:
rm@urbanhealthcare.co.uk
Delays and Progress Updates
If the investigation takes longer than anticipated, the Complaints Manager will provide an update at least every ten (10) working days.
This update will explain the reason for the delay, the progress made, and the expected timescale for completion.
Outcome of the Complaint
Once the investigation is complete, you will be informed of the outcome in writing.
Where appropriate, you may be offered the opportunity to discuss the findings and any proposed actions or resolutions via a remote meeting or telephone call.
Learning and Service Improvement
We regularly review and analyse complaints in order to learn from them and improve our services.
Feedback, comments, suggestions, and complaints are welcomed as part of our commitment to continuous improvement.
Escalating a Complaint
If you remain dissatisfied with the outcome of your complaint, you may escalate the matter to one of the following organisations:
Independent Sector Complaints Adjudication Service (ISCAS)
Email:
info@iscas.org.uk
Telephone:
020 7536 6091
Care Quality Commission (CQC)
Telephone: 03000 616161