Complaints Policy

At House of Hearing we take complaints very seriously and try to ensure that all patients are pleased with our service.  When patients complain they can expect to be dealt with courteously and promptly so that the matter can be resolved as quickly as possible.   

 Our aim is: 

• to react to complaints in the way which we would want our own complaints about a service to be handled. 

• to make a point of learning from every mistake and we respond toward our patients concerns in a caring and sensitive way. 

The person responsible for dealing with any complaints about our aural care service is the Head of Nursing and Clinical Lead (Head Nurse). 

Our responsibilities: 

The Head Nurse will ensure: 

• Complaints are dealt with efficiently and are properly investigated. 

• Complainants are treated courteously, fairly, expeditiously, appropriately and are informed of the outcome of the investigation of their complaint. 

• Action is taken in the light of the outcome of the investigation if any is necessary. 

• Complaints are reported to the Managing Director immediately and to the Board quarterly. 

Procedure for Managing Complaints 

If we receive a verbal complaint, we will listen to their complaint and offer to refer them to the Head of Nursing immediately.   

The member of staff receiving the complaint will take some brief details of the complaint to pass the information on. 

In the event that the Head of Nursing is not available immediately, the patient will be contacted by telephone by the Head of Nursing within 48 hrs of the complaint being made.  

If the Head of Nursing is not available within this 48-hour period, the complaint will be passed to a Managing Director.  

If a patient complains in writing, the letter will immediately be passed to the Head of Nursing. 

If a complaint is about any aspect of clinical care or associated charges, it will normally be referred to the Head of Nursing, unless the patient does not wish this to happen. 

If the Head of Nursing is unable to deal with the complaint, it will be passed onto a Managing Director. 

If the complaint is regarding the Head of Nursing, then the complaint will be passed onto a Managing Director.   

We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally a patient can expect to receive this acknowledgement in 5 working days. 

We will seek to investigate the complaint within 10 working days of the complaint being received to give a written summary of the investigation and its conclusions. 

If the patient does not wish to meet with us, then we will attempt to talk with him or her on the telephone.? If we are unable to investigate the complaint within 10 working days, we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed. 

We will confirm the decision of the complaint in writing to the patient immediately after completing our investigation. 

Proper and comprehensive records are kept of any complaint received. 

If patients are not satisfied with the results of our localised attempts to resolve any issues, then the complainant may refer to the following bodies for an independent review of the complaint. 

Nursing & Midwifery Council 

Tel No: 020 7681 5248 

Website link: https://www.nmc.org.uk/concerns-nurses-midwives/concerns-complaints-and-referrals/member-public-referral/ 

BSHAA Customer Care Scheme  

BSHAA Ltd  

C/O Executive Business Support Ltd  

City Wharf  

Davidson Road  

Lichfield  

Staffs  

WS14 9DZ 

Tel No: 01371 876623 

Email: customercare@bshaa.com 

General Medical Council 

Regent’s Place 

London 

NW1 3JN 

0161 923 6602 

https://www.gmc-uk.org/concerns/raise-a-concern-about-a-doctor 

Scottish Public Services Ombudsman 

Bridgeside House 

Edinburgh EH7 4NS 

0131 225 5300 

Glasgow City Council 
Trading Standards  

Trading Standards - Glasgow City Council 

Tel: 08081 646000 

City of Edinburgh Council  
Trading Standards and Enforcement 
Services for Communities 
East Neighbourhood Centre 
101 Niddrie Mains Road 
Edinburgh 
EH16 4DS 
Tel: 0131 5293030 
email: trading.standards@edinburgh.gov.uk 
Website: City of Edinburgh Council Trading Standards website  

Healthcare Improvement Scotland is the regulator for independent healthcare services across Scotland and can accept complaints at any time from a complainant.  Healthcare Improvement Scotland is the regulator for independent healthcare services across Scotland and can be contacted at any time. Contact details: 

Independent Healthcare Service Team 

Healthcare Improvement Scotland 

Gyle Square 

1 South Gyle Crescent 

Edinburgh 

EH12 9EB 

tel. 0131-623-4342  

e-mail his.ihcregulation@nhs.scot