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Neuroshine Complaints Policy

Effective Date: [Insert Date]
Last Updated: [Insert Date]

1. Purpose

Neuroshine is committed to delivering safe, effective, and high-quality ADHD services. We recognise the right of clients, carers, and families to raise concerns or complaints, and we use this feedback to improve our services.
 

This policy outlines how complaints are managed in a clear, fair, and timely manner.

2. Scope

This policy applies to:

  • All service users (children, adults, and their carers/families)

  • Neuroshine staff, contractors, and associates

  • Complaints received via email, phone, website, or in writing

3. Principles

  • Complaints will be taken seriously and addressed promptly.

  • All complaints will be handled confidentially and without discrimination.

  • Patients will not be disadvantaged for raising a complaint.

  • Neuroshine complies with:

    • Health and Social Care Act 2008 (Regulated Activities) Regulations 2014

    • CQC guidance on complaints handling

    • NHS complaints best practice (where relevant)

4. Definition of a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, about:

  • Care or treatment provided

  • Staff behaviour or professionalism

  • Communication or administration

  • Access to services or appointments

  • Fees or billing issues

5. Complaints Procedure

Stage 1: Informal Resolution

  • Clients are encouraged to raise concerns directly with the staff member involved.

  • Where possible, issues should be resolved immediately.
     

Stage 2: Formal Complaint

  • If unresolved, complaints should be submitted in writing to:
    Complaints Officer
    Email: complaints@neuroshine.co.uk
    Address: [Insert Business Address]

  • Complaints will be acknowledged within 3 working days.

  • A full investigation will be carried out by the Complaints Officer or Clinical Lead.

  • A written response will be provided within 20 working days. If more time is needed, the complainant will be informed of the delay and the revised timescale.
     

Stage 3: Independent Review

  • If the complainant is dissatisfied with the outcome, they may request an independent review by the Clinical Governance Committee.

  • Neuroshine will respond within 20 working days of the review request.

6. Escalation (External Bodies)

If a complainant is still dissatisfied, they can escalate to external bodies, including:

  • Care Quality Commission (CQC)
    Website: www.cqc.org.uk
    Phone: 03000 616161

  • General Medical Council (GMC) (if the complaint concerns a doctor)
    Website: www.gmc-uk.org

  • Nursing & Midwifery Council (NMC) (if the complaint concerns a nurse prescriber)
    Website: www.nmc.org.uk

  • Parliamentary and Health Service Ombudsman (PHSO) (for NHS-related complaints)
    Website: www.ombudsman.org.uk

7. Record Keeping

  • All complaints are logged in the Complaints Register.

  • Records include: date, nature of complaint, actions taken, and outcome.

  • Complaints are reviewed quarterly by the Clinical Governance Committee to identify trends and learning opportunities.

8. Learning & Improvement

  • Complaints are treated as opportunities to improve services.

  • Where failings are identified, action plans will be developed and implemented.

  • Staff involved will receive feedback and, if required, additional training.

9. Support for Complainants

  • Patients may request advocacy support when making a complaint.

  • Staff will assist clients with communication difficulties or disabilities in submitting complaints.

10. Review of Policy

This policy will be reviewed annually or sooner if:

  • CQC guidance changes

  • Complaints analysis highlights the need for updates

  • Requested by the Clinical Governance Committee

11. Contact

Complaints Officer – Neuroshine
Email: complaints@neuroshine.co.uk
Phone: [Insert UK Number]
Address: [Insert Business Address]

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