Complaints Policy and Procedure
My Health and Wellbeing Clinic
At My Health and Wellbeing Clinic, we are committed to providing safe, effective, and compassionate care. However, we recognise that there may be occasions where our service does not meet your expectations. When this happens, we encourage patients to let us know so that we can address concerns, learn from them, and improve our services.
We welcome complaints, concerns, suggestions, and compliments. A complaint is seen as an opportunity to put things right and improve the patient experience. We aim to deal with all complaints in an open, honest, and transparent manner in line with our Duty of Candour obligations.
A complaint can be made by a patient, a relative, carer, or representative with the patient’s consent, or by someone acting in the patient’s best interests. Anonymous complaints are also accepted and will be investigated where possible.
Patients can make a complaint in a number of ways. This includes speaking to a member of staff in person, contacting the clinic by telephone on 0207 916 0029, sending an email to info@mhwclinic.co.uk, writing to My Health and Wellbeing Clinic, 97–99 Whitechapel Road, London E1 1DT, or submitting a complaint via the clinic website or patient portal.
We aim to make the complaints process simple, clear, and accessible. Staff are trained to explain the process and support patients in raising concerns.
Where possible, we aim to resolve concerns within 24 hours. If this is not possible, the complaint will be handled through our formal complaints procedure.
All complaints will be acknowledged within 3 working days. The acknowledgement will confirm our understanding of the complaint, explain how it will be investigated, identify who will be responsible for the investigation, and provide a timeframe for response. Patients may also be offered the opportunity to discuss their concerns further.
A full and fair investigation will then be carried out. This may involve reviewing medical records, speaking with staff involved, gathering relevant evidence, and clarifying the patient’s expectations. We aim to complete investigations within 28 days. If more time is required, the patient will be informed and kept updated.
Once the investigation is complete, a formal response will be provided. This will include a summary of the complaint, the findings of the investigation, and a clear outcome stating whether the complaint is upheld, partially upheld, or not upheld. The response will also outline any actions taken, lessons learned, and improvements made. Where appropriate, an apology will be given. Information about further steps will also be provided if the patient is not satisfied with the outcome.
A complaint will be considered closed once the patient confirms they are satisfied with the response or when all reasonable steps have been completed.
The clinic directors, Dr Haydar Bolat and Dr Fahim Chowdhury, are responsible for managing and investigating complaints, ensuring compliance with regulations, and using feedback to improve services. All staff are trained to handle complaints sensitively and appropriately and to escalate concerns when required.
All complaints are handled fairly and without discrimination in line with the Equality Act 2010. Patients will not be treated differently because they have made a complaint. We ensure that all individuals are treated with dignity, respect, and compassion.
Confidentiality is maintained at all times. Complaints are managed in accordance with the Data Protection Act 2018 and UK GDPR. Information is stored securely and only accessed by authorised staff for the purpose of managing the complaint and improving services.
We recognise that some patients may require additional support when making a complaint. Information can be provided in alternative formats such as large print, different languages, or with verbal explanation. Patients are encouraged to inform us if they require any assistance.
If a complaint raises concerns about patient safety or potential harm, appropriate safeguarding procedures will be followed. This may include notifying relevant authorities where required.
A record of all complaints is maintained. This includes details of the complaint, how it was investigated, the outcome, and any actions taken. These records are used to identify trends, improve service quality, and support staff training. Complaints are regularly reviewed as part of our continuous improvement process.
If a patient is not satisfied with the outcome of their complaint, they have the right to escalate the matter. Patients may contact the Independent Sector Complaints Adjudication Service (ISCAS) by email at info@iscas.org.uk or by telephone on 020 7536 6091. Patients may also contact the Care Quality Commission via www.cqc.org.uk or by telephone on 03000 616161. For NHS-funded care, patients may contact the Parliamentary and Health Service Ombudsman via www.ombudsman.org.uk or by telephone on 0345 015 4033.
In rare cases, a complaint may be considered unreasonable or vexatious due to repetitive or disruptive behaviour. However, all complaints will still be considered fairly and reasonable adjustments will be made where appropriate.
We also welcome suggestions and compliments. Suggestions help us improve our services, while compliments help us recognise and promote good practice.
Patients have the right to make a complaint, to be listened to, to receive a timely and fair response, to be treated with respect, and to escalate their complaint if they remain dissatisfied.
At My Health and Wellbeing Clinic, we are committed to listening to our patients, acting on feedback, and continuously improving the quality of care we provide.