Complaints Procedure | D-Restricted Ltd

D-Restricted Ltd:®
Complaints Procedure

D-Restricted Ltd will always take complaints about any aspects of the services very seriously, in order to ensure that every patient has only the very best experience at all times.

However, a caregiver(s) may feel that D-Restricted Ltd has not met their needs.

If a caregiver(s) has any complaint or concern about the service provided by D-Restricted Ltd, they are actively encouraged to ask for an explanation.

Complaints are dealt with in the first instance by D-Restricted Ltd in conjunction with advice from her indemnifier (Hiscox). This may include disclosure of a service-user’s 'Personal Identifiable Data' (PID), which the service-user will have been made aware of through acknowledgement of both the ‘Terms and Conditions’( www.tongue-tie.info/terms-and-conditions ), and the ‘Privacy Notice’ ( www.tongue-tie.info/privacy-notice ). This procedure does not deal with matters of legal liability or compensation or regulation.

Any concerns can be raised initially directly during consultations or by phone. If this problem is not resolved in this way and the caregiver(s) wishes to make a formal complaint, it is requested this is done as soon as possible. Assurance is given that any complaint a caregiver may make, written or verbal, will be treated with the strictest confidence and have no effect upon the level of treatment and care that the service-user receives.

Complaints can be made in writing to: D.-Restricted Ltd

31 Avondale Road, Barlestone, Nuneaton, Warwickshire CV13 0HX,

or via email: diana@tongue-tie.info

by the patient's parent/legal caregiver or by an authorised person on their behalf. Complaints should be clear, so that it can be dealt with efficiently.

Should an appointed ‘authorised person’ be representing the complainant, consent will need to be sought from the caregiver directly for their permission to disclose their case. The only exception to this would be legal representation or a member of social services should there be concerns with parental rights of the infant.

Whilst D-Restricted Ltd can receive a complaint on behalf of a service-user, D-Restricted Ltd cannot provide any medical information to a third party that the complainant may involve without the service-user’s written consent. If a consultation has already been undertaken, this has already been achieved as is part of the consent form.

Each complaint will receive written/email acknowledgment within 48 hours, and D-Restricted Ltd will strive to resolve the complaint within 28 working days. Any delays in this process will be formally communicated to the service-user with a revised time frame and explanation for the delay.

If the service-user is unhappy with the outcome of the complaint, the service-user may seek further advice from the CEDR (Centre for Effective Dispute Resolution). For this D-Restricted Ltd would make initial contact with them and forward the forms onto the service-user that they require, or CEDR directly to the service-user (this is because D-Restricted Ltd is subscribed to their annual dispute service for independent mediation via D-Restricted Ltd’s membership with the ATP). This is an independent organisation who will provide professional mediation and investigation into the nature and outcome of the complaint. The ATP have also provided some generic information to support caregivers who are unhappy with the care that they have received as guidance (https://www.tongue-tie.org.uk/complaints-and-guidance-for-caregivers).

The CQC encourage caregivers to tell them about their experiences of care. Parents / caregivers are given the direct link to provide feedback to CQC both through ongoing communications with the parent/caregiver and through www.tongue-tie.info website.

It helps the CQC to decide when, where and what to inspect, and to take action to prevent poor care happening to others in future. CQC also want to hear about good experiences of care. However, it is important to know that CQC cannot make complaints for you or take them up on your behalf because as a regulator the CQC does not have powers to investigate or resolve them. You can contact the CQC by email, telephone, or their direct ‘contact us’ form, details are below.

Whilst the Care Quality Commission (CQC) are keen to receive feedback on the services they regulate, they (CQC), the Professional Indemnity Insurance Provider (Hiscox), the Nursing and Midwifery Council (NMC) and the Association of Tongue-tie Practitioners (ATP) do not directly deal with complaints, although they may be able to provide service-user’s with additional guidance or support and are also listed below for your convenience:

Care Quality Commission (CQC) www.cqc.org.uk/contact-us (online form) or Email enquiries@cqc.org.uk. Feedback directly to the CQC is welcomed directly to www.cqc.org.uk/tellus
Hiscox Insurance Company Ltd, 1 Great St Helen's, London, EC3A 6HX.
Nursing and Midwifery Council (NMC): https://www.nmc.org.uk/concerns-nurses-midwives/concerns-complaints-referrals/
Association of Tongue-tie Practitioners (ATP): https://www.tongue-tie.org.uk
Information Commisioner's Office (ICO) 0303 1231113 www.ico.org.uk Reference ZA100466