1. Introduction

Place Medical UK LTD is committed to providing safe, effective, and high-quality healthcare services. This Complaints Policy sets out how we receive, manage, investigate, and respond to complaints in a fair, transparent, and timely manner.

The policy ensures that:

• Service users and others feel confident to raise concerns.
• Complaints are handled openly and without fear of reprisal.
• Learning from complaints is used to improve services.
• The organisation complies with CQC Fundamental Standards, including Regulation 16.

2. Scope

This policy applies to:

• All service users, carers, families and representatives.
• All staff, clinicians, contractors, and Board members.
• Complaints relating to telehealth or associated services.

This policy covers complaints received:

• Verbally.
• In writing.
• By email.
• Via digital platforms.
• Through authorised representatives.

3. Definitions

Complaint: An expression of dissatisfaction requiring a response, whether justified or not.

Complainant: Any individual raising a complaint including service users, carers or representatives.

4. Principles

Place Medical UK LTD handles complaints based on:

• Accessibility.
• Fairness.
• Timeliness.
• Confidentiality.
• Learning.
• No detriment to care.

5. How to make a complaint

Complaints can be made:

• Verbally to any staff member.
• In writing (form below, email or letter).
• Via digital platforms.
• Through a representative (with consent).
• By post: 2 Eastbourne Terrace, London, W2 6LG.
• Telephone: 02036376445.

6. Receiving and Acknowledging Complaints

• All complaints are recorded upon receipt.
• Acknowledged instantly online or within 3 working days by letter/email.

The acknowledgement includes:

• Confirmation of receipt.
• Who is handling it.
• Next steps and timescales.

7. Investigation and Response

• Investigated proportionately and objectively.
• Overseen by the Nominated Individual or senior manager.
• Clinical complaints involve the Medical Director.
• Response within 20 working days (or updates if delayed).

The written response includes:

• Summary of issues.
• Findings.
• Actions taken.
• Apology where appropriate.
• Escalation options.

8. Duty of Candour

For notifiable safety incidents, Place Medical UK LTD will:

• Act openly.
• Offer apology.
• Explain what happened.
• Outline prevention actions.

9. Escalation and External Review

After receiving a final response, if still dissatisfied, complainants may:

• Request a review.
• Contact the CQC.

CQC Website: www.cqc.org.uk
Telephone: 03000 616161

10. Learning and Improvement

• Complaints reviewed for trends.
• Learning shared with staff.
• Actions monitored through governance and quality plans.

11. Feedback Mechanism

• Complaint records stored securely.
• Shared only on a need-to-know basis.
• Retained per data protection law.

12. Roles and Responsibilities

All Staff and Clinicians

• Treat complaints seriously.
• Report promptly.
• Cooperate with investigations.

Medical Director

• Clinical oversight.
• Support learning and improvement.

Nominated Individual

• Overall responsibility.
• CQC compliance.
• Reporting to Board.

Board of Directors

• Oversight of trends and learning.
• Assurance of effective management.

13. Conclusion

• Policy reviewed annually.
• Updated if required due to guidance or legislation changes.