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We are committed to providing the best possible care and treatment for all our patients and service users, but recognise that sometimes we are unable to meet their expectations.  In such circumstances we will do all that we can to put things right and ensure that the same thing doesn’t happen again.  

Raising A Concern

If you have any concerns about the treatment or care that you or a relative receive, please speak to a staff member as soon as possible.

Our staff will try to resolve any problems quickly and satisfactorily. If the staff member is unable to help you, or you are dissatisfied with the outcome, then they will put you in touch with the Customer Care Team.

Making a Complaint

If it has not been possible to resolve your concerns and you would like to discuss them further or make a formal complaint, you can contact the Service Effectiveness Team

By telephone on: 020 8339 8092.
By email: feedback@yourhealthcare.org

You can also write to:

Service Effectiveness Team
Your Healthcare CIC
Hollyfield House,
22 Hollyfield Road,
Surbiton

KT5 9AL

Please provide as much information as possible, including your name, address, telephone number and the service/staff involved.

Who can complain?

Anyone who is receiving, or has received treatment or services from this organisation can complain. You can complain for yourself, but if you complain for a friend or a relative you must have their consent to represent them.

When should I complain?

It is always best to make your complaint as soon as possible and no more than 12 months after the incident. The time limit may sometimes be waived if there is a genuine reason why you could not make a complaint sooner.

What happens next?

Your complaint will be acknowledged within 3 working days of receipt. A member of the team will contact you to discuss the outcome that you are seeking, how you would like your complaint to be handled and to agree a timescale for response. (It should be noted that there are no formal timescales for responding to complaints but we aim to respond within 25 working days).

An investigation into your concerns will be undertaken by the service manager and it may be necessary to contact you to obtain further information. It might also be necessary to consult your medical records or speak to another organisation; however we will not contact any other organisation without your consent.

If there are likely to be any delays with the investigation, we will contact you as soon as possible to explain why.

What will happen about my complaint?

Once the investigation has been completed, we will respond to you outlining our findings. Where we find that improvements or changes are necessary, we will tell you what action is proposed to ensure that the changes are made.

All feedback that we receive, whether good or bad, is important to us as it helps to develop and improve our services and the care that we provide.

What can I do If I am not happy with the outcome?

We will do all that we can to resolve your complaint. However, if you are not satisfied with our response please let us know and we will work with you to try and address any outstanding issues.

After this, if you still feel that your concerns have not been resolved, you have the right to ask the Health Service Ombudsman to review your case. You should do this within six months of our final response to you.

The Ombudsman can be contacted at:

The Parliamentary and Health Service Ombudsman
Millbank Tower,
Millbank,
London,
SW1P 4QP

Helpline: 0345 015 4033
email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk

Independent Support

The NHS Complaints Advocacy Service is an independent organisation that provides free, confidential support to people wishing to make a complaint or raise concerns about NHS funded care or treatment. They can provide information on how the complaints process works and liaise with the organisation on your behalf.

The Royal Borough of Kingston-upon-Thames have commissioned POhWER to offer support and guidance when making a complaint about NHS treatment and care. POhWER can offer support in drafting letters of complaint, or by attending meetings with you. The local office can be contacted on 0203 553 5960, by emailing pohwer@pohwer.net or visit their website https://www.pohwer.net/kingston-upon-thames

Richmond-Upon-Thames have commissioned Cambridge House to provide a similar service. The local office can be contacted on 0207 358 7007, by emailing Richmond@ch1889.org or visit their website www.ch1889.org.

Will my treatment be affected If I complaln?

All complaints we receive are treated confidentially and sensitively. You can be assured that the treatment or care that you receive will not be adversely affected if you make a complaint or raise a concern.

Information relating to complaints or concerns is kept separately and does not form part of the patient's medical records.

YOUR HEALTHCARE QUALITY CONCERN FORM

If you are a professional not working for Your Healthcare CIC please use this form to report concerns, incidents or issues related to the quality of services provided by Your Healthcare.

Concerns, incidents or issues related to Quality and/or Safety of people accessing Your Healthcare services could be:

•          Clinical pathway issues
•          Prescribing, dispensing or administration of medication issues
•          Delays to treatment
•         Referral issues
•          Poor discharges
•          Communication and information governance
•          Breach of contract

This list is not exhaustive and further advice on what to report can be sought from the Service Effectiveness Team by emailing Feedback@Yourhealthcare.org

Once completed please return the form by secure email to Feedback@Yourhealthcare.org or by post to:  Service Effectiveness Team, Hollyfield House, 22 Hollyfield Road, Surbiton, KT5 9AL.

You will receive an acknowledgement and your concerns will be investigated in line with the Your Healthcare Quality Concern Process.

Please note that this process is for concerns that fall below the threshold for safeguarding. If you have raised a safeguard then this quality concern form is not required.

People accessing Your Healthcare services, carers and their families can contact the Your Healthcare Risk and Complaints Advisor by emailing Feedback@Yourhealthcare.org or calling 020 8339 8092 for any complaints, concerns or compliments about care and treatment.

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