Complaints Policy.

This policy outlines the process for handling, investigating and resolving complaints to ensure clients feel heard, respected and supported.  It reflects Healthcare Improvement Scotland’s guidance on handling complaints in independent healthcare services.

 Michelle Buchanan Health Ltd aims to provide safe, ethical and evidence-based care. However, if any client is unhappy with any part of their care or experience, they are encouraged to raise this.

Complaints allow us to improve our service and learn. All complaints are reflected upon to support safer, person-centred care.

 Scope.

This policy applies to clients receiving care from Michelle Buchanan Health Ltd. Anyone affected by an action or decision of Michelle Buchanan Health can make a complaints. Complaints may also be made by a representative or advocate of the client, provided consent has been given. A complaint is defined as any expression of dissatisfaction about:

·      The quality of care or treatment received

·      The actions or fairure to act by Michelle Buchanan Health Ltd

·      The environment or equipment used

·      Communication or information provided

·      Treatment by a member of staff.

 Responsibilities.

Michelle Buchanan, Company Director, Registered Nurse and Independent Prescriber, is responsible for:

·       Maintaining and reviewing this policy.

·       Managing all complaints in line with best practice.

·       Supporting clients through the complaints process.

·       Signposting to Healthcare Improvement Scotland (HIS) if required.

 How to Make a Complaint.

Complaints can be made in person, by phone, by email or in writing. The complaints process is shared with all patients during the initial consultation, as well as being displayed clearly on the company website when once published.

Complaints should be addressed to:

Michelle Buchanan

Michelle Buchanan Health Ltd

17 Nelson Place. Stirling. FK7 7PA

Phone: 07484844002

Email: michellebuchananhealth@gmail.com

Complaints Process.

 Acknowledgement

Complaint acknowledged within 7 working days

Investigation

Fact-based, fair investigation begins immediately

Response

Written outcome provided within 28 working days

If longer is required, complainant updated and given reasons

Ongoing until resolved

 All complaints are recorded and stored securely. Unless otherwise requested, communication will normally be by email. Where appropriate, advice may be sought from indemnity providers or legal advisers.

Escalating the Complaint

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

Programme Manager
Independent Healthcare Services Team
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB
Email: his.ihcregulation@nhs.scot

Complaints to HIS must normally be made within 6 months of the issue.