Complete Clinical Care Complaints Procedure

At Complete Clinical Care, we are dedicated to providing high-quality healthcare and enhancing patient well-being. We understand that sometimes you may be dissatisfied with our service, and we encourage you to voice your concerns through our comprehensive complaints procedure. This procedure ensures that all complaints are handled with utmost seriousness, confidentiality, and fairness.

How to Make a Complaint:

• Verbal or Written Complaints: You can make a complaint either verbally or in writing. For a formal record and timely response, we recommend submitting complaints in writing.

• Email: Send your complaints to hello@completeclinicalcare.co.uk.

• Postal Address: 38 Harborne Rd, Birmingham B15 3EB

• Contact Number: 0121 751 0501

• Please submit Stage 1 complaints within 6 months of the incident that prompted your complaint.

Stage 1

We will acknowledge your complaint in writing within 2 working days of receipt. A thorough investigation will be initiated promptly. We aim to resolve complaints within 14 working days, providing a detailed written response. For complex issues requiring extended investigations, we will keep you informed of the progress.

Stage 2

If you are unsatisfied with the Stage 1 response, you may escalate the complaint for an internal independent review. This escalation must be in writing and submitted within 6 months of the Stage 1 response.

A written response detailing the review outcomes will be provided within 20 working days. If delays occur, you will receive an explanation and ongoing updates.

Stage 3

If the Stage 2 resolution is not satisfactory, you have the right to escalate your complaint to the Independent Sector Complaints Adjudication Service (ISCAS) for external review.

•  Submit your complaint in writing to ISCAS, CEDR, 3rd Floor, 100 St. Pauls Churchyard, London, EC4M 8BU or call 020 7536 6091.

• Escalation to ISCAS Stage 3 is free for service users.

For further information on how ISCAS handle Stage 3 complaints, please click here.

Confidentiality and Learning:

• Confidential Register: Details of your complaint are recorded confidentially as required by regulation and reported annually to the Commission.

• Learning and Improvement: Anonymised complaint details are shared with our staff to foster a learning environment and continual service improvement.

Your feedback is invaluable in helping us improve our services and ensuring that we continue to provide care that meets the needs and expectations of our patients.