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Concerns and Complaints

Concerns and Complaints

What is a complaint?

Smarmore Castle Private Clinic strives to continually improve its quality of care. Complaints are taken seriously and are viewed, and where lessons can be drawn are used to apply improvements to the service.A complaint is an “expression of dissatisfaction requiring a response”.

This leaflet explains what to do if you have a complaint about us. As part of our Quality Assurance Framework, we have a Complaints Procedure.

The aim of the procedure is to ensure each complaint is properly investigated and, wherever possible, resolved to the complainant’s satisfaction.

However, as there is a very fine line between a complaint and a concern, it is advisable to give staff the opportunity to discuss the matter with you prior to submitting a formal complaint.

We will investigate a complaint if it is one of the following:

  • An expression of dissatisfaction about the standard of service.
  • Action or lack of action by the Clinic which affects an individual or group.
  • An allegation that the Clinic has failed to observe proper procedures.
  • How an individual has been treated by a member of staff.
  • An allegation that there has been an unacceptable delay in dealing with a matter.

Complaint procedure

Smarmore Castle will maintain a consistent and fair method of processing complaints.

Minor concerns relating to domestic matters can be raised by the Group Leader with the Housekeeper prior to the scheduled weekly community meeting. Other matters can also be raised with your Therapist.

Any complaint against staff should be raised directly with the staff member concerned or if more appropriate with the relevant Senior Manager.

Formal complaints should be addressed in writing to the Smarmore Castle Clinic Manager.

We will make sure that:

We respond to your complaint within three working days of receipt.

  • We will address every point you make.
  • Each complaint is answered within four weeks of receipt.
  • Every aspect of your complaint is answered clearly.

You don’t have to give your name or address, but this may make it  difficult for us to respond and therefore to introduce improvements where required.

If we suspect something illegal has happened, we may need to inform the police and you will need to  be told about this. We usually investigate complaints that are less than twelve months old.

This should NOT stop you from making a complaint but it may be more difficult for us to investigate it fully.

We may need to meet with you about the complaint and you may wish to be accompanied by a friend or advocate. There will be a record of this meeting and you will be  asked  to sign this, to ensure its accuracy.

You will also be given a copy of this record.  Once the investigation is complete, you will be advised of:

  • how we carried out the investigation.
  • what we found out.out.
  • if your complaint was upheld and what we intend to do about it.
  • you can get a copy of the Complaints Procedure by telephoning, writing or just asking any member of staff. 

If you are not happy with the outcome of our investigation or if you do not wish us to investigate your complaint, you will have the right to refer your complaint to the Board of Smarmore Castle Private Clinic.

Last updated & clinically assessed 26 February, 2020