Complaints Policy 

1. Introduction

At First Phase Private Healthcare, we are committed to providing the highest standard of care and service to our patients and clients. However, we understand that sometimes things may not go as expected, and you may wish to express a concern or make a formal complaint. We take all feedback seriously and are dedicated to resolving any issues in a transparent, fair, and timely manner.

This policy outlines the process for submitting and addressing complaints related to our screening and diagnostic services.

2. Purpose of the Policy

The purpose of this Complaints Policy is to:

• Ensure that complaints are handled fairly, promptly, and efficiently.
• Provide clear guidelines for patients, clients, and staff on how complaints can be raised and addressed.
• Maintain a high standard of care and service by using complaints as a learning tool for continual improvement.

3. Definition of a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, concerning the service provided by First Phase Private Healthcare including but not limited to:

• The quality of the screening or diagnostic services.
• The conduct of staff members.
• The timeliness or accuracy of results.
• The facilities or environment.
• Billing, fees, or payment-related issues.

4. How to Make a Complaint

If you are dissatisfied with any aspect of our service, we encourage you to raise your concern as soon as possible. You can make a complaint in the following ways:

• In Person: Speak to a member of our team directly. You can request to speak with a supervisor or manager if you prefer.
• By Phone: Call us at 01277593898 and ask to speak with the Complaints Officer or the relevant staff member.
• By Email: Send an email to stacey@firstphaseprivatehealthcare.co.uk including details of your complaint.
• In Writing: Send a letter outlining your complaint to:

FIRST PHASE PRIVATE HEALTHCARE LTD 

Jubilee House, 3 The Drive

Great Warley, 

Brentwood.

CM13 3FR
 

Please provide as much detail as possible, including:

• Your name, contact information, and preferred method of communication.
• A description of the issue or concern, including dates and specific events.
• Any steps you’ve already taken to resolve the matter, if applicable.
• What outcome you are hoping for.

5. Acknowledging the Complaint

Once a complaint has been received, we will acknowledge its receipt within 2 business days. You will be informed of the process and the expected time frame for resolution.

6. Investigation and Resolution

We take all complaints seriously and aim to resolve them promptly and fairly. The process for handling complaints is as follows:

• Step 1: Investigation
  We will investigate the complaint by gathering relevant information, reviewing records, and interviewing staff, if necessary. This may take up to 28 business days, depending on the complexity of the issue.
• Step 2: Resolution
  After the investigation, we will provide a response to the complainant, including:
  • A summary of the findings.
  • Any actions that will be taken to address the complaint, if applicable.
  • Any compensation or remedy offered, if appropriate.

We aim to resolve most complaints within 28 business days from receipt. However, some cases may require more time if the issue is complex.

7. Escalation Process

If you are not satisfied with the outcome of the complaint resolution, you can escalate the matter. You can do so by:

• Requesting a Review: If you believe that your complaint has not been handled fairly, you may request a review by a senior manager or an external mediator.
• External Body: If the matter is still unresolved, you may contact an external regulatory body or ombudsman, such as:

  The Care Quality Commission 

Email: enquiries@cqc.org.uk

Telephone: 03000 616161

Independent sector of complaints service (ISCAS)

Email: info@iscas.org.uk

Telephone: 020 7536 6091

8. Confidentiality and Data Protection

All complaints will be handled confidentially, and any personal information shared during the process will be protected in line with applicable data protection laws. We will only share information relevant to the investigation with those involved in resolving the complaint.

9. Learning from Complaints

We welcome complaints and view complaints as an opportunity to learn and improve our services. All feedback will be reviewed regularly to identify areas for improvement. Any necessary changes to policies, procedures, or training will be implemented to prevent similar issues from occurring in the future.

10. Contact Information

For any questions about this policy or to raise a complaint, please contact us at:

First Phase Private Healthcare 

Regus, Jubilee House 

Warley, Brentwood 

Essex 

CM13 3FR 

Tel: 01277 593 898

Email: stacey@firstphaseprivatehealthcare.co.uk or info@firstphaseprivatehealthcare.co.uk