At Diverse Minds Clinic, we strive to provide the best possible service for our clients. However, we recognise that sometimes you may feel that we have not met your needs.
If you have any complaints or concerns about the service you have received from the doctor or other staff, you are entitled to raise a concern.
We have an in-house complaints procedure to handle complaints. Please note that this procedure does not deal with matters of legal liability or compensation.
We will:
Listen to your complaint or concern
Respond by establishing a clear, appropriate plan of action and provide relevant support and advice
Improve the service in response to the concerns raised
We aim to resolve your complaint promptly. If your problem cannot be managed immediately, we will explain why.
Complaints should be made in writing to the Registered Manager:
Email: enquiries@diversemindsclinic.co.uk
If you need assistance, a staff member will help you complete your complaint.
Any complaint, written or verbal, will be treated in strict confidence and will not affect the care you receive.
You may ask a family member, friend, or advocate to make the complaint on your behalf.
Please note: We cannot provide any medical information to a third party without your authority.
Your complaint will be acknowledged within three working days. This may be via a phone call to ensure we fully understand your complaint.
We aim to provide a full response within 21 working days.
An investigation will be conducted to determine what happened and whether action can be taken to resolve the issue.
If the investigation extends beyond 21 days, we will notify you and provide updates until it is concluded.
Following the investigation, we will:
Ensure you receive an apology
Determine what went wrong
Allow you to discuss the problem further
Keep you informed of progress
Identify measures to prevent recurrence
If the complaint cannot be resolved internally:
Independent external arbitration may be sought through the Registered Manager
Complaints information is available on the Diverse Minds Clinic website, including communication support (easy-read, large font, preferred language)
The procedure has three stages:
Stage 1 – Local Resolution
Send an email to the Registered Manager stating your complaint: enquiries@diversemindsclinic.co.uk
Complaints should normally be made within six months of the event or awareness of it
The Registered Manager will acknowledge receipt within 3 working days and may offer a meeting
Investigation includes reviewing documents, correspondence, clinical records, and statements
Assistance is available for clients with disabilities or communication needs
A full response will be provided within 20 days
If still investigating after 20 days, you will receive holding letters every 20 days
If dissatisfied with Stage 1, you can request Stage 2 review
Stage 2 – IDF Complaint Resolution Procedure
IDF Complaint Manager will acknowledge within 3 working days and request a summary of outstanding matters
Meeting may be arranged to clarify expectations
IDF Complaint Manager is independent of Stage 1 handling
Review includes records, correspondence, and Stage 1 handling
Outcome will either confirm Stage 1 outcome or offer an alternative resolution
Right to escalate to Stage 3 – ISCAS Independent External Adjudication
Stage 3 – Independent External Adjudication (ISCAS)
Available only if Stages 1 and 2 are exhausted
Complaint must be requested within six months of Stage 2 outcome
ISCAS acknowledges within 3 working days, confirms Stage 2 completion, and becomes main contact
Records may be released with your consent
Decision issued within 20 working days or progress update every 20 days
Contacts:
ISCAS
CEDR (Centre for Effective Dispute Resolution)
3rd Floor, 100 St. Paul’s Churchyard, London, EC4M 8BU
Tel: 020 7536 6091
Email: info@iscas.org.uk
Website: https://iscas.cedr.com
IDF
Website: www.idf.co.uk
Care Quality Commission (CQC)
Tel: 03000 616161
Website: https://www.cqc.org.uk/contact-us/how-complain/complain-about-service-or-provider
General Medical Council (GMC)
Email: feedback@gmc-uk.org
Address: Corporate Review Team, GMC, 3 Hardman Street, Manchester M3 3AW
Tel: 0161 923 6602
Textphone: Dial 18001 then 0161 923 6602
Information to provide to GMC:
Doctor’s name and work address
Doctor’s GMC reference number
Explanation of concern and dates
Copies of supporting information
Names and addresses of witnesses
Care Quality Commission: Regulation 16 – Receiving and Acting on Complaints
Health and Social Care Acts 2008 & 2012
Independent Doctors Federation – Patient Complaints
Independent Sector Complaints Adjudication Service – ISCAS
