Comments, Complaints and Compliments

 People are mostly satisfied with the service they receive and are often reluctant to complain if something gives them cause for concern or dissatisfaction.

Chequers Health Group welcomes feedback about its services as a means of continuous improvement and is keen to receive any complaints or suggestions for improvement.

Who can complain?

Anyone can raise a concern or make a complaint. You can complain about the service or the treatment you have received from Chequers Health Group.  If you are unable to complain yourself, then someone else can complain for you, but only with your agreement.

Raising Concerns or making a complaint?

Many concerns can be resolved at the clinic where you received your treatment.  If this is not possible, then please do raise a formal complaint using one of the communication methods below:

By telephone: 01204 928850
email: info@chequershealth.co.uk
The contact form on this website

What happens when we receive your complaint?

In the first instance, your complaint will be reviewed by our Office Managers / Operational Managers and graded according to the complexity and severity of the issues raised. The complaint will then be reviewed by the Complaints Committee and the Complaints Manager will co-ordinate the investigation and make initial checks to see whether there are any confidentiality issues to consider and whether the complaint involves more than one organisation. If it does, then we will seek your consent to pass your letter to other organisations involved in order to provide you with a complete response to the issues raised.

Details of your complaint will then be recorded on Chequers Health Group Complaints database for future reference.

Time Limits on making a complaint

A complaint must be made within twelve months of the date on which the matter which is subject of the complaint occurred or within six months of the date on which the matter which is the subject of the complaint came to your notice. Where a complaint is made after the expiry period the Complaints Manager may investigate the complaint if she or he is of the opinion that the patient had good reasons for not making the complaint within the specified time limits.

Time Limits on raising a concern

A concern is not subject to a legislated timeframe and the Complaints Manager will apply the same discretion to considering a concern as with a formal complaint.

Confidentiality

If you are making a complaint on behalf of someone else, Chequers Health Group may write to you requesting the authorisation of the person involved.  If the patient is unable to provide such consent we will seek authorisation based on the legal framework to ensure the complaint can be progressed.

Will the fact I have made a complaint affect my future healthcare or that of my relative?

On no account should anyone who has raised a complaint feel discriminated against. If you believe this to be the case then this should be reported to the CEO of Chequers Health Group.

When will I receive a response to my complaint?

  • We will acknowledge your complaint by contacting you within two working days of the complaint being received.
  • We will endeavour to provide you with a full response, wherever possible, within 20 working days.
  • If at any stage during the investigation it is thought that it will take longer than 20 working days to resolve your complaint, we will provide you with a date by which we anticipate we will be able to respond and keep you informed of the progress at regular intervals.

What if I am still not satisfied with the response?

If you are dissatisfied with the initial response, please contact us. Your concerns will be reviewed and following further investigation a response will be provided. If you still remain dissatisfied, you have the right to request an investigation by the:

Parliamentary & Health Service Ombudsman (PHSO)
Millbank Tower
Millbank
London
SW1P 4QP

Tel: 0345 015 4033

Independent Complaints Advocacy (ICA)

At any time, you may wish to seek independent advice from the ICA, ICA supports people through the NHS Complaints procedure.

ICA – Tel: 0300 456 8350

Compliments

It is a great morale booster for our staff when patients, friends, carers or relatives take the time to write to us in appreciation of the treatment and care they received. Such correspondence is always recorded centrally, acknowledged, and passed on to the staff involved.  This can be sent to us via the communication methods listed on this page.

Confidentiality

Letters of complaint or the responses are always kept safe and secure in our central location.