House of Health

Complaints Policy

Document Control

A. Confidentiality Notice

This document and the information contained herein is the property of House of Health UK ("the Organisation").

This document contains information that is privileged, confidential, or otherwise protected from disclosure. It must not be used by, or its contents reproduced or otherwise copied or disclosed without prior written consent from House of Health UK.

1. Introduction

This policy outlines the procedures and responsibilities within House of Health UK ("the Organisation") for handling any concerns, issues, or complaints that may arise.

CQC Standard

Regulation 16: "Complaints"

4. Duties & Responsibilities

The CQC Registered Manager holds overall responsibility for this policy. Our designated Complaints Manager is Dr. Anita Raja. In cases where the complaint is against her, Dr. Syed Abbas will handle the matter.

Purpose & Objectives

The right to have any complaint about our services dealt with efficiently and properly investigated.

The right to know the outcome of any investigation into a complaint.

The right to escalate a complaint to independent review if the initial handling does not satisfy the complainant.

Treating service users with courtesy and providing appropriate support throughout the process.

Acknowledging mistakes, offering apologies, and explaining what went wrong to rectify issues quickly.

Procedural Timeframes

48h

Acknowledgment

Acknowledged via email within 48 hours.

28 Days

Resolution

Investigated and resolved within 28 days.

12 Months

Deadline

Should be made within 12 months of the event.

Escalation of Complaint

Routes open to patients if a complaint cannot be satisfactorily resolved directly:

Health Service Ombudsman (NHS patients)
Local Commissioning Body / CCG
The Patients Association
Care Quality Commission (CQC)
Independent Healthcare Advisory Services (IHAS)
Citizens Advice Service
Independent Doctors Federation (IDF)
Independent Sector Complaints Advisory Service (ISCAS)

Independent Doctors Federation (IDF)

To proceed to Stage 2, please put your complaint in writing to:

IDF CEO, The Medical Society of London, Lettsom House, 11 Chandos St, Marylebone, London, W1G 9EB

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