Complaints Procedure

Bespoke Health Clinic Ltd

At Bespoke Health Clinic, we are committed to delivering high-quality services and welcome feedback to help us improve. If you have concerns about any aspect of our service, we encourage you to reach out so we can address them promptly and effectively.

How to Raise a Complaint

If you have a complaint, you can contact us through the following channels:

• Email: info@bespokehealthclinic.com

When submitting a complaint, please provide:

• Your name and contact details.

• A detailed description of the complaint, including relevant dates, times, and individuals involved.

• Any specific resolution or outcome you are seeking.

Our Complaint Process

1. Acknowledgment

• We will acknowledge your complaint in writing within 3 working days of receipt.

• Our response will include:

  • Confirmation that we have received your complaint.

  • The name and contact details of the staff member handling your case.

  • The expected timeframe for investigation and response.

2. Investigation

• Our Complaints Handling Lead, Dr. Ruchi Ahluwalia, will oversee the complaint investigation.

• The investigation may include:

  • Reviewing patient records, communications, and clinic policies.

  • Speaking to staff involved.

  • Contacting you if further clarification is needed.

3. Response

• A written response will be provided within 20 working days.

• If further time is required, we will inform you with an explanation.

• Our response will include:

  • The findings of the investigation.

  • Actions taken to address the issue.

  • Information on how to escalate the complaint if you are dissatisfied.

Escalating Your Complaint

If you are not satisfied with our response, you may escalate your complaint to the Care Quality Commission (CQC):

• Online Feedback Form: Give Feedback on Care

• Email: enquiries@cqc.org.uk

• Phone: 03000 616161 (Monday to Friday, 8:30 am to 5:30 pm)

• Postal Address:
  Care Quality Commission,
  Citygate, Gallowgate,
  Newcastle upon Tyne, NE1 4PA

The CQC does not investigate individual complaints but monitors care services to ensure quality and safety. We encourage patients to use our internal complaints procedure before contacting the CQC.

Confidentiality and Data Protection

• All complaints will be handled confidentially and in line with GDPR regulations.

• Information will only be shared on a need-to-know basis to facilitate resolution.

Learning from Complaints

• Complaints are reviewed quarterly in our clinical governance meetings.

• We identify trends and take actions to prevent future issues.

• Findings are shared with relevant staff for continuous improvement.

Monitoring and Review

• This policy is reviewed annually or in response to regulatory updates.

• Complaint records and resolutions are reviewed by the Clinical Governance Lead to ensure compliance and service improvement.