Complaints

This policy aligns with the Local Authority Social Services and NHS Complaints (England) Regulations 2009, as amended in 2023, the Health and Social Care Act 2012, and best practices established by the Parliamentary and Health Service Ombudsman (PHSO) and the Care Quality Commission (CQC).

Purpose

This policy aims to:

• Provide a clear and accessible procedure for raising complaints.
• Ensure that complaints are addressed in a fair and timely manner.
• Offer reassurance that raising a complaint will not impact ongoing care.
• Demonstrate a commitment to learning from complaints to improve services.

How to Make a Complaint

Complaints can be submitted via:

• Email: general@berkeleypsychiatrists.co.uk 
• Post: Berkeley Psychiatrists Limited, 35 Berkeley Square, London W1J 5BF
• Phone: 0203 970 0335 (initial concerns may be raised informally)

Please include the following information in your written complaint:

• Your full name, contact information, and the patient’s name (if you are the patient’s representative).
• A detailed description of your concern or complaint, including dates, names of individuals involved, and any relevant details.
• Any actions you have taken to try to resolve the issue and the outcome of those actions.
• What you would consider to be a satisfactory resolution to your complaint.

Complaints Handling Process

Acknowledgement and Early Resolution:

• Complaints will be acknowledged within 3 working days of receipt.
• A discussion will be offered to clarify concerns and agree on how the complaint will be handled.
• Where possible, complaints may be resolved at this stage without a formal investigation.

Investigation Process:

• An internal investigation will be conducted fairly and impartially.
• If necessary, patient consent will be obtained to access medical records or consult third parties.
• If multiple services are involved, Berkeley Psychiatrists Limited will coordinate the complaint resolution process.

Response and Resolution:

• A formal response will be provided by Dr Sourabh Singh, acting as our Associate Medical Director, within 20 working days. If more time is required, the complainant will be kept informed.
• If an error is identified, corrective actions will be taken, and learning points will be implemented.
• If the complainant remains dissatisfied, they may escalate the complaint to the Independent Sector Complaints Adjudication Service (ISCAS). Please inform Berkeley Psychiatrists of your request within 14 days of receiving the response.

Confidentiality and Data Protection

• Complaints will be handled confidentially.
• Information will be shared only on a need-to-know basis.
• Compliance with UK GDPR and Data Protection Act 2018 will be ensured.

Complainants who require assistance

We will provide assistance to complainants where it is needed. For example, to complainants whose first language is not English or when the complainant has difficulty with reading or writing.

If the complainant’s first language is not English, they can contact us via email or post in order to request an interpreter to be made available to them.

For complainants who experience difficulty with reading or writing, we recommend that they can inform us of their complaint verbally. They can ring us via our phone number which can be accessed via our website.