Our service - do you have a complaint, suggestion or concern?

Talk to us

We always aim to provide you with the very best in quality and care, and your feedback - both good and bad - helps us to learn where we’re getting things right and where we’re getting things wrong.

Complaints, suggestions or concerns?

If you have a complaint, suggestion or concern about any part of your treatment - or the treatment that a member of your family or a friend has received - please tell us so that we can put things right and improve our service, to benefit you and other patients.

You can inform any member of staff of something you are worried about. However, we’d encourage you to tell us as soon as you can as we know that we can deal with most issues quickly and informally.

If you are ever not happy with how we have dealt with your concern, we’re sorry and we’d like to give you the opportunity to make a formal complaint so that we can investigate it further. You can write to, phone or email our Customer Care Co-ordinator:

Customer Care Co-ordinator
Alliance Medical
Iceni Centre
Warwick Technology Park
Warwick
CV34 6DA

Phone: 0845 045 0600
Email: customercare@alliance.co.uk

Understanding the complaints procedure

Who can complain?

• You’re entitled to complain if you are a patient or have been affected - or are likely to be affected - by something that we have or haven’t done
• You can also complain on behalf of someone else, as long as you have their written permission

Is there a time limit?

• You should normally contact us within twelve months of the event or of becoming aware that you have something to complain about
• We can extend this time limit if there are good reasons why you couldn’t complain earlier

Will you keep my information confidential?

• If you’re complaining on behalf of someone else, you’ll need to get their written permission before we can give you any of their personal information
• If you’re complaining about a treatment, the investigators will need to get the relevant information from your records. If you don’t want them to do this, you should let the Complaints Manager know

How it works

• There are two stages to the complaints procedure
• The first is ‘local resolution’ and the second is ‘independent review’
• You can use this process to complain about anything to do with the services that we’ve provided

The first stage - local resolution

• This aims to sort out your complaint quickly with the person, service or organisation you’re complaining about
• You should complain to us direct, and you can do this by speaking to a member of staff (such as a radiographer, nurse, manager or doctor) at the time of the incident or as soon as possible afterwards. Or, you can speak with someone else such as The Patient Advice and Liaison Service (PALS)
• If you’re not able to deal with your problem informally, you may want to make a formal complaint. You can do this by speaking to our Customer Care Co-ordinator on 0845 045 0600 or by emailing customercare@alliance.co.uk
• We’ll always keep a written record of any complaints, or, if you prefer, an independent complaints service can do this (see below)
• We’ll acknowledge your formal complaint within two working days and a head of department will respond to you within 10 working days

The second stage - independent review

• If, after the first stage, you’re not happy with our response to your complaint, you can ask the Care Quality Commission for an ‘independent review’ of your case
• The Care Quality Commission is an independent organisation whose aim is to encourage improvements in healthcare. You can contact them at:
  
  Care Quality Commission
  National Correspondence
  Citygate
  Gallowgate
  Newcastle upon Tyne
  NE1 4PA
  
  Phone: 03000 616161
  Email: enquiries@cqc.org.uk

I’ve tried local resolution and independent review and I’m still not happy. What can I do?

• If you are still not happy, you can ask the Health Service Ombudsman to investigate your complaint:
  
  The Health Service Ombudsman
  Millbank Tower
  MIllbank
  London
  SW1P 4OP
  
  Phone: 0845 015 4033
  Textphone: 020 8217 4066
  www.ombudsman.org.uk

The NHS Patient Advice and Liaison Service (PALS) - how it works

• This organisation can help you make a complaint or express a concern you have about NHS services
• Staff at ICAS can support you if you want to make a complaint, and give you advice about using the complaints system
• They can also write letters on your behalf and go with you to meetings
• ICAS will keep all of your information confidential
• Further information and contact details available on request

Contacting us

Alliance Medical Ltd
Iceni Centre
Warwick Technology Park
Warwick
CV34 6DA

Tel: 01926 482000
Email: info@alliance.co.uk

Download this policy

You can download a copy of this policy by clicking here