Complaints Procedure Policy

Purpose

The purpose of this policy is to ensure that all complaints are managed in a fair, transparent, and timely manner, in compliance with the Healthcare Improvement Scotland (Requirements as to Independent Health Care Services) Regulations 2011, and to promote service improvement and client safety within ScanSanctuary Ltd.

Scope

This policy applies to all clients and visitors who wish to raise concerns or complaints about services provided by ScanSanctuary Ltd, including clinical care, administrative processes, and staff conduct.

Policy Statement

ScanSanctuary Ltd is committed to:

  • Treating all complaints seriously and investigating them promptly and thoroughly.

  • Responding to complainants in a timely and respectful manner.

  • Ensuring that making a complaint does not affect a client’s care or experience.

  • Using feedback to improve services and prevent recurrence of issues.

Definition of a Complaint

A complaint is any expression of dissatisfaction about any aspect of the clinic’s services, whether verbal or written, which requires a response.

Principles

  • Complaints will be handled in accordance with HIS guidance and Scottish Complaint Standards Framework.

  • Confidentiality will be maintained at all times.

  • All staff are trained to manage concerns and escalate complaints appropriately.

  • Complainants will not be discriminated against for raising concerns.

How to Make a Complaint

Clients or their representatives and visitors can make a complaint by:

  • In person: Speaking to a member of staff or the Clinic Manager.

  • In writing:

  • By phone: 07899 058047. If a complaint is made verbally, staff will make a written record and confirm the details with the complainant.

Complaints Procedure

The process follows a two-stage model:

Stage 1: Frontline Resolution

  • Aim to resolve concerns within 5 working days of receipt.

  • Staff will provide an explanation and, where possible, resolve the issue immediately.

  • If unresolved or complex, the complaint will move to Stage 2.

Stage 2: Investigation

  • Acknowledgement sent within 3 working days of escalation.

  • Full investigation conducted by the Clinic Manager or designated senior staff.

  • Written response provided within 20 working days (or longer if complex, with updates given).

  • Response will include:

    • Explanation of findings

    • Actions taken or planned

    • How to escalate if dissatisfied

Complaints to HIS

The client can complain at any point to HIS.

Healthcare Improvement Scotland (HIS):

Time Limits

  • Complaints should normally be raised within 6 months of the event or becoming aware of it.

  • Complaints outside this timeframe will be considered at the clinic’s discretion.

Recording and Monitoring

  • All complaints will be logged in the Complaints Register (secure and confidential).

  • Complaints will be analysed quarterly for trends and service improvements.

Learning and Improvement

  • Lessons learned from complaints will be shared with staff at team meetings.

  • Action plans will be implemented to prevent recurrence.

Staff Support

  • Staff involved in complaints will be supported appropriately.

  • Training will be provided on complaints handling as part of induction and annually. 

Review

This policy is reviewed annually.