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Complaints procedure

OSD Healthcare is committed to providing a high quality independent healthcare service to all our patients. We are extremely proud of the service that we offer and are disappointed if your experience has not met expectations. We do recognise that sometimes things may go wrong and if this is the case we want to know about it as quickly as possible, preferably while you are still at the clinic, so we can try to resolve your concerns before you leave.

We take complaints very seriously and are members of ISCAS, the Independent Healthcare Sector Complaints Adjudication Service. We abide by their Complaints Code of Conduct.

We would like to assure you that OSD Healthcare will deal with all complaints respectfully and confidentially. Patients and their relatives will never be discriminated against or have their care compromised as a result of raising a complaint. By listening to our patients and regularly reviewing complaints data, we will consider making changes to improve and enhance the quality of the services we offer.

If you feel you wish to discuss any aspect of your care, raise a concern, or make a complaint, we would kindly ask that you bring this to the attention of a member of staff as soon as possible, who will be happy to assist you with the process.

Staff will make every effort to resolve your complaint as quickly as possible. If your concerns are not resolved to your satisfaction, you will be advised how to make a formal written complaint and be given a copy of this procedure.

Written complaints

The written (formal) complaints process has 3 stages.

  • Stage 1 Local Resolution
  • Stage 2 Complaint Review
  • Stage 3 Independent External Adjudication

Every effort will be made to ensure our investigations are thorough yet proportionate with a commitment to try to resolve your concerns at Stage 1.

Stage 1 – Local resolution

Please send your written complaint to Jackie Row, Director of Clinical Services at the address above, or email jackie.row@osdhealthcare.co.uk.

Our Director of Clinical Services is responsible for the day to day operation of OSD Healthcare so is best placed to facilitate the investigation of any complaint. In your complaint, please describe as fully as you can the nature of your complaint.

Your complaint will be acknowledged in writing within two (2) working days (excluding weekends and bank holidays) of receiving the complaint, unless a full reply can be sent to you within five (5) working days.

You have the right to seek independent or legal advice regarding your complaint where any aspect of your complaint might give rise to a clinical negligence claim. The intention to seek legal advice does not stop the complaints process. In cases where a legal claim is made then those aspects of the complaint that are central to the legal claim (i.e. clinical negligence and issues of causality), cannot be responded to in this process however any other elements of the complaint can still be investigated via this procedure.

Upon completion of the investigation you will receive a full written response within twenty (20) working days (excluding weekends and bank holidays) of the complaint being received.

If a full response cannot be given within the above time frame, OSD Healthcare will write to you to explain the reason for the delay. You will receive a full written response within five (5) days of a conclusion being reached. Regular reviews of complaints are conducted to ensure that we learn from issues raised and to inform continuous improvement, adapting our processes and services in line with our patients’ expectations.

If you are not satisfied with the response, within 6 months you can request a complaint review.

Stage 2 – Complaint review

If you request a complaint review, a Director of OSD Healthcare will review your complaint, the investigation documentation and may interview staff involved to form an independent view on the handling of the complaint.

Your request for a complaint review will be acknowledged in writing within two (2) working days (excluding weekends and bank holidays) of receiving the request, unless a full reply can be sent to you within five (5) working days.

You will be offered the option of a confidential meeting and informed of the name of the Director who will be conducting the complaint review. Upon completion of the complaint review you will receive a full written response within twenty (20) working days (excluding weekends and bank holidays) of the request being received.

If a full response cannot be given within the above time frame, OSD Healthcare will write to you to explain the reason for the delay. You will receive a full written response within five (5) days of a conclusion being reached.

If you are not satisfied with the response, within 6 months you can request Independent External Adjudication.

Stage 3 – Independent external adjudication

To request an Independent External Adjudication you will need to contact the ISCAS Secretariat at: –

Independent Sector Complaints Adjudication Service
70, Fleet Street
London
EC4Y 1EU

Tel: 020 7536 6091
Email: info@iscas.org.uk
www.iscas.org.uk

Independent Adjudicators are independently appointed from outside the ISCAS and its membership. We would recommend that you ensure you are aware of the principles relating to the independent external adjudication procedure which are detailed in the ISCAS ‘A guide for patients’.

Useful contacts

If you require assistance with writing your complaint, there is information to support you on the ISCAS website www.iscas.org.uk or we would be happy to give you a copy of their ‘A guide for patients’. Other organisations who are able to help you with writing a complaint are-

The Patients Association
PO Box 935
Harrow
Middlesex
HA1 3YJ
Helpline Tel: 0845 608 4455
Helpline Email: helpline@patients-association.com

Citizen’s Advice Bureau (CAB)
Dacre House
19 Hillfield Road
Hemel Hempstead
Hertfordshire
HP2

Tel: 03444 111 444

You also have a right to notify your concerns to the Care Quality Commission (CQC) the organisation that regulates OSD Healthcare as an independent healthcare provider, however please be aware that they will not investigate an individual complaint but may use the information to inform their inspection regime. Their contact details are:-

Care Quality Commission (CQC)
Citygate
Gallowgate
Newcatle upon Tyne
NE1 4PA
Tel: 03000 616161

Website: http://www.cqc.org.uk

NHS patients also have the option at this stage to contact the Health Service Ombudsman.

Parliamentary and Health Service Ombudsman
Millbank Tower, 30,
Millbank,
London
SW1P 4QP
Tel: 0345 015 4033

Website: https://www.ombudsman.org.uk/