OH Complaint Resolution Procedure

THIS PROCEDURE covers complaints relating to our Occupational Health & Medical services only. A separate Complaints Policy & Procedure is available for our other Clinic services.

We are committed to providing a high-quality service to all our clients: our objective is complete client satisfaction. We actively encourage feedback from each client through online patient survey questionnaires and would wish to know immediately about any problems or complaints so that these can be addressed without delay.

If you have a complaint or are dissatisfied with our service, please inform the most senior staff member available before leaving the premises or telephone Ms Gillian Whitby (07768 220007) or Dr Richard Dawood (07949 574699); we will do our best to resolve the situation informally before you leave the Clinic.

If you are not fully satisfied you can put your concerns in writing and use our formal Complaint Resolution Procedure which meets with the requirements set out by the Independent Doctors Federation (IDF) for its members and also the Independent Sector Complaints Adjudication Service (ISCAS).

The Complaint Resolution Procedure has three stages and reflects the principles of the ISCAS Code of Practice:

Stage 1 Local resolution within the individual practice
Stage 2 IDF Complaint Resolution Procedure to review the complaint
Stage 3 Independent Adjudication from ISCAS

Stage 1
To start the formal Complaint Resolution Procedure you should write to:

Dr Richard Dawood, Medical Director
29 Fleet Street, London EC4Y 1AA

You should state what has caused you to have concerns and make your points clear. Please document when the relevant events took place and what results you expect from your complaint.

We will send you an acknowledgement of your letter within two working days of receipt of the complaint (unless we are able to provide you with a full response within five days).

A full response to your complaint will be made within twenty days of the receipt of the complaint. If the investigation is still in progress after twenty days a letter will be sent to you explaining the delay and a full response made within five days of reaching a conclusion. In any event a holding letter will be sent every twenty days where an investigation is continuing.

If you remain dissatisfied following the final response from the practice, then you can request a review of your complaint, known as Stage 2 by writing to:

IDF Administration
Second Floor
126 Harley Street

Stage 2
The IDF Complaint Resolution Procedure will consider your complaint and may undertake a review of the documentation, any correspondence and the handling of the complaint at Stage 1. The Chairman of the IDF Complaint Resolution Procedure Committee will write to you according to the IDF procedures and in any event within twenty days to either confirm the outcome at stage 1 or to offer an alternative resolution.

At this time the IDF will advise you of your right to take the matter further to Independent Adjudication known as ISCAS and stage 3 in these procedures.

Throughout the process all information, documents and records relevant to your complaint will be treated in the strictest confidence and no information will be divulged to any parties who are not involved in the IDF Complaint Resolution Procedure, unless required to do so by law.

Stage 3
This stage is only available to complainants who remain dissatisfied once Stage 1 and Stage 2 are exhausted.

A complainant should then request the Adjudication by writing to the Secretariat:

Independent Adjudication Secretariat
Independent Sector Complaints Adjudication Service
1 King Street

This written request for adjudication must be made within twenty-five days of the final determination by the IDF at Stage 2. The complainant at Stage 3 should provide reasons to explain the dissatisfaction with the outcome of Stage 2. The ISCAS Secretariat will seek confirmation from the IDF that Stage 2 has been completed.

The ISCAS Secretariat will notify the IDF of a request for Stage 3 made directly within ten days. The Secretariat will then be the main contact for the complainant once Adjudication is started. A complainant accessing this service will be asked to consent to release of records from the practice and the IDF relevant to the complaint and a report will be made to the complainant, the practice and the IDF.

Additional information for patients about ISCAS can be found at:

The Care Quality Commissioninformation
We are registered by the Care Quality Commission (CQC) which regulates Health and Adult Social Care Services. The CQC does not investigate complaints but considers relevant information about practices providing regulated activities within the terms of the legislation.  They can be contacted at:

CQC National Correspondence
Newcastle upon Tyne

IDF – www.idf.uk.net            IHAS – www.independenthealthcare.org.uk           CQC – www.cqc.org.uk



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