Complaints Procedure

5. How to Provide Feedback or Make a Complaint

5.1 Giving Feedback (Including Compliments)

Feedback may be submitted via:

Paper or online feedback forms (available in clinic and sent after appointments)
Post-appointment email surveys
Website feedback link
In-person or telephone feedback
Social media monitoring (comments reviewed but not used for clinical discussion)

5.2 Making a Complaint

Complaints may be made:

In person
By telephone
By email or letter
Through an advocate, carer, or representative (with consent)

If complaining on behalf of someone else, written consent may be required unless a legal authority exists. Assistance will be provided to anyone with communication, language, literacy, or cognitive barriers.

6. Acknowledgement and Timeframes

6.1 Acknowledgement

Elite will:

Acknowledge each complaint within 3 working days
Confirm who is handling the complaint
Outline the next steps and expected timelines

6.2 Investigation & Response Timeframe

Elite aims to:

Complete the investigation and provide a written response within 20 working days

If this cannot be achieved, Elite will:

Explain the reason for delay
Provide a revised timeframe
Offer progress updates upon request

7. Investigation Process

All complaints are:

Logged in the central complaints register
Handled confidentially and transparently
Investigated by an appropriately senior and impartial manager

The investigation may include:

Reviewing clinical and operational records
Interviewing staff involved
Reviewing relevant policies and guidance
Requesting additional information from the complainant

7.1 Outcome & Written Response

The final written response will include:

Summary of the complaint
Findings and evidence reviewed
Whether the complaint is upheld
Any apology where appropriate
Actions taken or planned
Learning outcomes or service improvements

8. Confidentiality & Data Protection

Complaints are handled in line with GDPR and data protection law
Only staff involved in managing the complaint may access relevant information
Complaint records are stored securely and kept separate from patient clinical records when appropriate

9. Escalation if You Remain Dissatisfied

If a complainant is unhappy with Elite’s response, they may:

9.1 Request an Internal Review

A senior manager not involved in the original investigation will re-review the case.

9.2 External Escalation – Care Quality Commission (CQC)

The CQC does not resolve individual complaints but welcomes information about services.

Care Quality Commission
Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
Phone: 03000 616161
Website: www.cqc.org.uk

10. Positive Feedback

When compliments or praise are received:

They are acknowledged and thanked
Shared with staff and teams where appropriate
Logged for quality reporting

11. Learning, Monitoring & Quality Improvement

Elite will:

Review all complaints and feedback quarterly
Identify themes, trends, and risks
Present findings at clinical governance or quality meetings
Review policies and update staff training where necessary
Conduct annual audits of complaints management and compliance