Complaints Procedure
We are sorry to hear that
you have reason to be dissatisfied with our
service.
The full
complaint resolution procedure is available
here
Complaint Resolution
Procedure
Dr Mark Downs is a member of the
Independent Doctors Federation (IDF) and uses their complaints
resolution procedure.
Definition of complaint
Any communication involving goods
or a service that requires an investigation and formal response.
Complaints may be made by telephone, letter, text or email.
Process
If you are unhappy with the facilities or
services you have received from Dr Mark Downs we would like to know
about it as soon as possible so we can investigate your concerns and
explain, apologise and take positive action where necessary. In most
circumstances, if you tell us about your concern quickly, we can
resolve matters straightaway. To let us know about something with
which you are unhappy please speak with Dr Mark Downs in the first
instance.
If you are not fully satisfied you can put your concerns in
writing and use our formal Complaint Resolution Procedure which
meets with the requirements set out by the Independent Doctors
Federation (IDF) for its members and also the Independent Sector
Complaints Adjudication Service (ISCAS).
The Complaint Resolution Procedure has three stages and
reflects the principles of the ISCAS Code of Practice:
Stage 1 Local resolution within the individual
practice
Stage 2 IDF Complaint Resolution Procedure to review
the complaint
Stage 3 Independent Adjudication from ISCAS
Please note that Stages 1, 2 and 3 fall within the ISCAS
Code of Practice for Complaints Management. A copy of this can be
obtained from the IDF or from
ISCAS.
Scope
Attention is drawn to the sections of the ISCAS Code which
clearly explain what the Code does and does not cover. You should
understand that if the complaint is not covered by the ISCAS code
then stages 2 and 3 will not be available.
Stage 1
To start the formal Complaint Resolution Procedure you
should write to:
Dr Mark Downs
40 Royal Avenue, Worcester Park, Surrey. KT4 7JU
You should state what has caused you to have concerns and
make your points clear. Please document when the relevant events
took place and what results you expect from your complaint.
Complaints should normally be made as soon as possible at
Stage 1, and within 6 months of the date of the event complained
about, or within 6 months of the matter coming to the attention of
the complainant. The time limit may be extended by the Independent
Health Practitioner where the complainant has good reason for not
making a complaint in the time limit (for example, where a
complainant has been grieving), and there is a realistic opportunity
of conducting a fair and effective investigation into the issues
raised.
The named person at the practice will send you an
acknowledgement of your letter within three working days of receipt
of the complaint. You will be offered a meeting to discuss your
complaint and to agree the heads of the complaint.
The investigation of your complaint will
involve reviewing records of meeting(s) with you and reviewing all
the correspondence and clinical records as well as statements
provided by clinicians and others involved.
Reasonable
assistance will be provided for complainants where required e.g. for
those with a disability or those whose first language is not
English.
A full response to your complaint will be made within 20
days of receipt of the complaint. If the investigation is still in
progress after 20 days a letter will be sent to you explaining the
delay and a full response made within five days of reaching a
conclusion. In any event a holding letter will be sent every 20 days
where an investigation is continuing.
If you remain dissatisfied following the final Stage 1
response, then you can request a review of your complaint, known as
Stage 2 by writing to:
Complaint Manager
The Independent Doctors Federation
Lettsom House
11 Chandos Street
Marylebone
London
W1G
9EB
Escalation to Stage 2 must be made in writing within six
months of the final Stage 1 response.
Stage 2
The IDF Complaint Resolution Procedure will consider your
complaint. The IDF Complaint Manager will send you an
acknowledgement of your letter within three working days of receipt
of your complaint and will request a summary of the matters that
remain outstanding that you wish to be investigated. You will be
invited to attend a meeting at the start of Stage 2 in order to
clarify the matters that remain outstanding and obtain a greater
understanding of what you hope to achieve by escalating the
complaint. The IDF Complaint Manager will not have been involved in
the matters that led to the complaint or the handling of the
complaint at Stage 1. You will be asked to consent to release of
records from the doctor. The IDF Complaint Manager will undertake a
review of the documentation, any correspondence and the handling of
and response to the complaint at Stage 1. If the review is still in
progress after 20 days a letter will be sent to you explaining the
delay and a full response made within five days of reaching a
conclusion. In any event a holding letter will be sent every 20 days
where a review is continuing. The IDF Complaint Manager will write
to you when the review is completed to either confirm the outcome at
Stage 1 or to offer an alternative resolution.
At this time the IDF will advise you of your right to take
the matter further to Stage 3 Independent External Adjudication by
the Independent Sector Complaints Adjudication Service (ISACS).
Throughout the process all information, documents and
records relevant to your complaint will be treated in the strictest
confidence and no information will be divulged to any parties who
are not involved in the IDF Complaint Resolution Procedure, unless
required to do so by law.
Stage 3
This stage is only available to you if you remain
dissatisfied once Stage 1 and Stage 2 are exhausted and aims to
bring about a final resolution of the complaint to both parties.
In such a situation you should request the adjudication by
writing to the Secretariat:
Independent Sector Complaints
Adjudication Service (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
This written request for adjudication
must be made within six months of the final determination by the IDF
at Stage 2. You should provide reasons to explain the
dissatisfaction with the outcome of Stage 2. ISCAS will acknowledge
receipt of the request within three working days.
ISCAS will seek confirmation from the IDF
that Stage 2 has been completed.
ISCAS will notify the IDF of a request
for Stage 3 independent external adjudication. The IDF will respond
to requests from ISCAS within ten working days and confirm whether
Stages 1 and 2 have been completed. ISCAS will then be your main
contact once adjudication is started. You will be asked to consent
to the release of records from the doctor and the IDF relevant to
the complaint. ISCAS will issue the decision within 20 working days
or provide a progress update every 20 working days if the decision
is delayed. A report will be made to you, the doctor concerned and
the IDF.
Additional information for patients about
ISCAS can be found at:
https://iscas.cedr.com/
Additional information for patients about the IDF can be
found at: IDF –
www.idf.uk.net
Unacceptable behaviour by complainants
At each stage of the complaints procedure, it
might be deemed that a patient’s behaviour is unacceptable. We have
a policy in place to handle unacceptable behaviour of complainants.
Updated 9th February 2023