Your right to Complain

1.0 Introduction 

The Wellness Clinic Wokingham welcomes feedback from our clients about the services we provide. A range of methods are used to encourage people to share their experiences and this includes feedback from concerns, comments, complaints and compliments.

The Wellness Clinic Wokingham is committed to providing safe, effective and high quality services but we recognise that at times things can go wrong. When complaints are raised, The Wellness Clinic Wokingham has a responsibility to acknowledge the complaint and investigate things as quickly as possible, to learn lessons, prevent reoccurrence and identify service improvements if required.

2.0 Scope

This policy provides a framework for all employees of The Wellness Clinic Wokingham in dealing with people using the company’s services and clients.

This policy deals with the handling of concerns and complaints regarding The Wellness Clinic Wokingham’s services. Concerns and complaints may be received from client’s their relatives and other customers. 

The policy applies to all areas within the organisation; and applies to all employees.

3.0 Purpose

The purpose of this policy is to explain how The Wellness Clinic Wokingham meets our regulatory requirements.

The policy makes clear what people can expect when they complain and supports a culture of openness, honesty and transparency (Duty of Candour). 

The aims and outcomes of this policy promote early and prompt resolution. Likewise, good complaint handling and continuous learning is endorsed throughout the policy, promoting improvements in the quality and safety of The Wellness Clinic Wokingham’s services.

4.0 Aims 

• To listen when a complaint or concern is raised
• To acknowledge all complaints within 3 working days
• Explain what went wrong and to consider prompt, appropriate and proportionate remedies to put things right. 
• To provide a consistent approach to the timely and efficient handling of all complaints 
• Respect the individual’s right to confidentiality and treats all clients and employees with respect and courtesy. 
• Investigations into written complaints are held within 3 weeks
• Learn from complaints and use them to improve the quality of services and to prevent mistakes happening again. 

5.0 Outcomes

The policy & procedure will, as far as is reasonably practical, be easy to understand, accessible to all clients and employees and include information about support and advocacy services. 

All employees will receive an appropriate level of training to enable them to:

respond positively to complaints 

• investigate complaints
• conduct formal action hearings. 
• The Wellness Clinic Wokingham will ensure that clients can raise a complaint without their care, treatment or relationship with employees of the service being compromised. 
• Complaints will require a written response, although some complainants prefer to receive this via email. The response will explain:
• how the complaint has been investigated, 
• apologising where appropriate,
• explain the outcome of the investigation, 
• what actions have been or are planned to be undertaken to put the matter right.
• What the next steps are for the complainant if they remain dissatisfied. 

The Wellness Clinic Wokingham will strive to resolve all complaints locally, whilst reminding people of their right to appeal or take the matter to the Health Service Ombudsman if they are not satisfied. 

We will facilitate early resolution and ensure complaints are responded to promptly and used to initiate actions for service improvement/opportunities for staff improvement. 

The Wellness Clinic Wokingham understands and will comply with the requirements of the Duty of Candour Regulation and the requirements of the Duty of Candour Policy must be adhered to when managing a complaint.

A complaint can be defined as any expression of dissatisfaction, or a perceived grievance or injustice.

6.0 Definitions 

It is sometimes difficult to clearly differentiate between a concern and complaint and for this reason they should be viewed along a scale. However, for the purpose of this policy, the following definitions will apply: 

• Concern - A concern can be defined as a matter of interest, importance or anxiety. Concerns are received throughout the organisation. The Wellness Clinic Wokingham aims to investigate and resolve a concern to the complainant’s satisfaction. All concerns must be recorded and addressed and will be collated and analysed along with the data recorded from complaints and incidents. 
• Complaint - A complaint can be defined as any expression of dissatisfaction, or a perceived grievance or injustice. Complaints can be made verbally or, in writing e.g. a letter or email. 
• Complainant: -A complainant can be defined as an individual who raises a complaint.

7.0 Who may raise a concern or make a complaint

• Complaints may be made by a client or, their representative.
• A complaint may be made by a representative where the client has died; is a child; is unable to make the complaint themselves due to physical or mental incapacity (within the meaning of the Mental Capacity Act 2005); or has requested the representative to act on their behalf. 
• A commissioner or purchaser of the care we provide
• A member of the public who has become aware of an issue related to operation of our business, which they believe is a matter of concern

8.0 How to raise a concern or make a complaint

• Concerns and complaints may be made about any matter reasonably connected with the functions of The Wellness Clinic Wokingham. This may be clinical or non-clinical.
• In all circumstances where a representative is making a complaint, the complaint can be considered if the representative is a relative or other person who had or has sufficient interest in the person’s welfare and the complaint is made in the best interests of the person on whose behalf the complaint is made. 
• Complainants will be made aware of specialist advocacy agencies such as mental health, learning disabilities, elderly or disadvantaged groups, e.g. Independent Mental Capacity Advocacy (IMCA) are also available for general support. 
• Concerns and complaints may be made verbally (in person or via telephone) or in writing (letter or electronically). A concern or complaint may be raised with any The Wellness Clinic Wokingham employee or client care staff. Alternatively the complainant may choose to address their concerns to their local commissioner or to the relevant regulatory authority in England (CQC).

9.0 Time Limit for making a complaint 

Normally a complaint should be made as soon as the matter came to the notice of the complainant. 

Where a complaint is made after this time, the complaint may be investigated taking into account the nature of the complaint, if the complainant had good reasons for not making the complaint at the time and given the time lapse it is still possible to investigate the complaint effectively and efficiently. 

10.0 Complaint handling process

Upon receipt of a concern or complaint, the member of The Wellness Clinic Wokingham Staff should direct the complaint to the registered manager. 

The Registered Manager will ensure consideration is given to the duty of candour policy and acknowledge complaint as required. 

The Registered Manager receiving the complaint will acknowledge the receipt of the complaint in writing within 3 days of being notified of the issue. 

The Registered Manager will ensure the complaint is logged in the client file within the The Wellness Clinic Wokingham Software.

The Registered manager will review the complaint to assess if there is any contributing factors that may constitute abuse/ concerns for safety and ensure that the relevant processes are followed to safeguard individuals. 

The Registered manager will ensure any required notifications are completed and forward to regulatory bodies. 

The Manager will fully investigate the complaint and will provide a written response within 21 days where possible.

If more time is required to complete a thorough investigation the complainant will be kept informed in writing and this will detail a revised date for full written response to be provided. 

If the complainant is not satisfied with the outcome of the complaint they can raise this with the Managing Director. 

Complaints made be raised to:- 

Email: info@thewellnessclinics.co.uk

Telephone: 01183 044909

Post: 15 Elms Walk, Wokingham RG40 2FE

If the complainant remains unhappy with the local resolution provided they may also approach external bodies.

For services in England

Care Quality Commission. Complaints can be raised via telephone, email or by using the contact form on their website. Their postal address is currently unavailable due to the COVID pandemic. 

Telephone: 03000 616161
Email: enquiries@cqc.org.uk

Website: https://www.cqc.org.uk/give-feedback-on-care

Our phone lines are open Monday to Friday, 8.30am to 5.30pm, excluding bank holidays