Publicised Contact Details for Complaints:
Written complaints can be sent by post or email to:
Medway Medical Ltd,
Or by e-mail at firstname.lastname@example.org.
Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.
Complaints received by telephone or in person need to be recorded. The person who receives a compliant by phone or in should:
- Write down the facts of the complaint
- Take the complainant’s name, address and telephone number
- Note down the relationship of the complainant to Medway Medical (for example: client, member)
- Inform the complainant of the Medway Medical complaints procedure
- Direct the complainant to review the full complaints procedure online by following the link http://www.medwaymedical.co.uk/complaints-procedure.html
- Ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.
Only complaints received in writing constitute an official complaint and the person who receives the official compliant will immediately:
- Log the complaint onto company CMS
- Adhere to and follow the instructions and processes outlined below.
Resolving Complaints – Stage One
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.
On receiving the complaint, administrator of email@example.com will: Record in the company complaints file details of the compliant. If it has not already been resolved, delegate an appropriate person to investigate the compliant and, where required, take appropriate action – If the complaint relates to a specific person, the person will be informed and given a fair opportunity to respond.
Complaints should be acknowledged by the person handling the complaint within 48 Hours where the acknowledgement will include who is dealing with the complaint and when the person complaining can expect a reply as well as a link to the full Medway Medical complaints procedure.
Complainants should receive a definitive reply within 20 working days. If this is not possible a notice will be sent with an indication of when a full reply can be expected.
Whether the complaint is justified or not, the reply to the complainant will describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
Internal Escalation – Stage Two
If the complainant feels that the problem has not been satisfactorily resolved at Stage One, the complainant has the right to request a Stage Two escalation.
Stage Two escalations will involve a Sohail Sarwar reviewing findings from Stage One.
The request for Stage Two review should be acknowledged within 48 hours of Medway Medical receiving it and should state who will be dealing with the case and when the complainant can expect a reply.
Mr S. Sarwar receives Stage Two complaints and may investigate the facts of the case himself or delegate a suitably senior person to do so. For clarity Stage Two escalations may involve reviewing the paperwork of the case and speaking with the original person who dealt with the complaint and / or any parties involved in the compliant.
If appropriate and the complaint relates to a specific person, the person will be informed and given a further opportunity to respond.
Complainants should receive a definitive reply within 5 working days. If it is not possible to provide a definitive reply within 5 working days, notice will be sent with an indication of when a full reply will be given.
Whether the complaint is upheld or not, the reply to the complainant will describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint as well as contain a statement of the end of the internal process and links to relevant external (Stage Three) bodies complaints procedures if the outcome remains unsatisfactory.
Please Note – The decision taken at the end of Stage Two is final.
External Bodies – Stage Three
Should the complainant remain unsatisfied they may complain to the various governing bodies involved in the review and adherence to quality and care within the Medico-Legal reporting industry.
Variation of the Complaints Procedure
Senior management may vary the complaints procedure from time to time for good reason. This may be necessary to avoid a conflict of interest, to expedite the resolution of the compliant to provide better care or value for the complainant.
In the event of a variation in the Medway Medical prescribed complaints handling procedure all parties will be informed in writing (either by post or email) of the variation in process and, where deemed relevant, the reason for the variation.
Monitoring and Learning from Complaints
Complaints are reviewed annually to identify any trends which may indicate:
A need to take further action. A weakness in process or procedure Recurring behaviour or conduct of employees or departments
A change in the market place that needs to be tackled A lack of facility or process as a result of a change in consumer or supplier behaviours, technology or market place.