1. Purpose

Dr Matta is committed to providing safe, high-quality, patient-centred care. Feedback, concerns and complaints are welcomed as an opportunity to improve the quality of services provided.

This policy explains how patients, their representatives or other individuals may raise a concern or make a complaint about any aspect of the care or service provided by Dr Matta. It also outlines how complaints will be investigated, responded to and used to improve the quality and safety of the practice.

Dr Matta is committed to ensuring that all complaints are handled fairly, openly, respectfully and promptly. Every complaint will be treated seriously and investigated appropriately, regardless of whether it is received verbally or in writing.

The aims of this policy are to:

• Provide an accessible and transparent complaints procedure.

• Ensure concerns and complaints are acknowledged and investigated promptly.

• Treat all complainants with dignity, courtesy and respect.

• Ensure patients are not disadvantaged because they have raised a concern or complaint.

• Promote openness, honesty and learning.

• Identify opportunities to improve services and patient experience.

• Maintain compliance with professional and legal obligations, including the General Medical Council's Good Medical Practice, UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

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2. Scope

This policy applies to all services provided by Dr Matta.

It covers:

• Clinical care.

• Communication.

• Administrative processes.

• Appointments.

• Professional conduct.

• Any other aspect of services provided by the practice.

This policy applies to all individuals working on behalf of Dr Matta, including any administrative staff, contractors or clinicians engaged within the practice.​

 

3. Definitions

Concern

A concern is an issue that can usually be resolved quickly, normally at the time it is raised or within one working day.

Every reasonable effort will be made to resolve concerns immediately without the need for a formal complaint.

If a concern cannot be resolved promptly, it will be managed as a formal complaint.

Complaint

A complaint is any expression of dissatisfaction about the care, treatment or service provided, whether justified or not, which requires investigation and a response.

Complaints may be made verbally, by telephone, by email or in writing.

There is no distinction between "formal" and "informal" complaints. Any expression of dissatisfaction requiring investigation will be managed under this policy.​

 

4. Principles

Dr Matta is committed to the following principles when handling complaints:

• Being open and honest.

• Treating complainants with respect.

• Responding promptly.

• Investigating complaints fairly and objectively.

• Apologising where appropriate.

• Learning from complaints.

• Improving services where improvements are identified.

• Maintaining confidentiality throughout the complaints process.

Making a complaint will not adversely affect a patient's future care or treatment.

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5. Equality and Accessibility

Complaints will be handled fairly and without discrimination.

No individual will receive less favourable treatment because of their:

• age

• disability

• sex

• gender reassignment

• marriage or civil partnership

• pregnancy or maternity

• race

• religion or belief

• sexual orientation

Reasonable adjustments will be made wherever possible to enable patients with disabilities, communication needs or language requirements to access the complaints procedure.

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6. Who can make a complaint?

A complaint may be made by:

• the patient;

• someone acting with the patient's written consent;

• a parent or legal guardian of a child;

• an individual with legal authority to act on behalf of a patient who lacks capacity;

• the personal representative of a deceased patient where appropriate.

Where a complaint is made by someone other than the patient, appropriate consent or legal authority may be requested before confidential information can be disclosed.

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7. How to make a complaint

Complaints may be made:

• in person;

• by telephone;

• by email; or

• in writing.

Where a complaint is made verbally, a written record will be created to ensure the issues are accurately understood and investigated.

Patients are encouraged to raise concerns as soon as possible after the event, although complaints received at a later date will still be considered where it is reasonable to do so.

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8. Responsibility for complaints

Dr Matta has overall responsibility for ensuring that complaints are managed appropriately.

This includes:

• acknowledging complaints promptly;

• conducting or overseeing a fair investigation;

• obtaining statements where necessary;

• maintaining confidential complaint records;

• communicating openly with the complainant;

• identifying learning points;

• implementing service improvements where appropriate;

• ensuring complaints are reviewed periodically to identify trends and opportunities for quality improvement.

Where specialist advice is required, Dr Matta may seek guidance from professional advisers, legal advisers or medical defence organisations.

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9. Openness, transparency and candour

Dr Matta is committed to the principles of openness, transparency and candour.

Where something has gone wrong with a patient's care:

• the patient will be informed promptly;

• an apology will be offered where appropriate;

• an explanation of what happened will be provided;

• the incident will be investigated thoroughly;

• any learning identified will be acted upon to reduce the likelihood of recurrence.

An apology does not constitute an admission of legal liability but reflects the commitment to honest, compassionate and patient-centred care.