Complaints Procedure

1. Our commitment

Eton Psychiatrists welcomes feedback and complaints. They are essential opportunities for us to learn and to improve the care we provide. We handle every complaint in line with the principles of Listening, Responding, Improving: we listen carefully, respond honestly, and use what we learn to make our service better.

2. Who this applies to

This procedure is for patients, families, carers and other stakeholders who wish to raise a concern about any aspect of our service.

3. How to make a complaint

You can contact us in whichever way is easiest for you:

• Email: info@etonpsychiatrists.co.uk
• Phone: 020 7929 2520
• In writing: Eton Psychiatrists, 10 Harley Street, London W1G 9PF
• In person: at your next appointment, or by asking a member of our team
• Through a representative: a friend, family member or advocate may complain on your behalf, with your written consent

If you would prefer to speak to someone other than the clinician involved in your care, please tell us and we will arrange that.

4. What you can expect from us

• Acknowledgement within 3 working days. We will confirm we have received your complaint and tell you who is handling it.
• A fair, independent investigation. Your complaint will not be investigated by anyone directly involved in the matter.
• Regular updates. We will keep you informed of progress.
• A written response within 25 working days, or a longer timescale agreed with you in advance if the matter is complex.
• Action and learning. Where we have got something wrong, we will say so, apologise, and explain what we will do to put it right.

5. How we handle complaints

Stage 1 — Local resolution. Wherever possible, we try to resolve concerns informally with the team involved. Many issues can be sorted quickly with a conversation.

Stage 2 — Formal investigation. If you would prefer a formal response, or if Stage 1 has not resolved matters, our Complaints Lead will appoint an Investigating Officer and provide a written response within the timescale above.

Stage 3 — Independent review. If you remain dissatisfied with our response, you may escalate the matter to an independent body:

• Private patients: the Independent Sector Complaints Adjudication Service (ISCAS) — iscas.cedr.com
• NHS-funded patients: the Parliamentary and Health Service Ombudsman — ombudsman.org.uk

You may also contact the Care Quality Commission (CQC) at any time about concerns relating to the safety or quality of our service, although CQC does not investigate individual complaints.

6. Patient safety incidents

Where a complaint involves a patient safety incident, we will also handle it under our Patient Safety Incident Response Plan. This means a more detailed clinical review, with the findings shared with you.

7. Confidentiality and records

Complaints are handled in confidence. Records of complaints are kept securely and separately from your clinical record, and are retained for 10 years in line with NHS records management guidance. Making a complaint will not affect the care or treatment you receive.

8. Learning from complaints

Themes and outcomes from complaints are reviewed by our Clinical Governance Group, and learning is shared with our staff so that we continue to improve.

9. Review of this procedure

This procedure is reviewed at least every two years, and sooner if changes in legislation or regulatory expectations require it.