AJLYON XP Ltd Complaint Policy
At AJLYON Vascular Clinic, we are committed to providing high-quality care and service to all our patients and staff. Ensuring safety, expertise, and satisfaction is at the core of everything we do. We value your feedback as it helps us continually improve our services.
Raising a Concern
We aim to resolve any issues promptly to ensure your experience with us remains positive.
During Your Visit: If you have any concerns during your visit, please speak directly to the staff member assisting you. If necessary, they will escalate your feedback to the Consultant for further support.
After Your Visit: If you have concerns following your visit, please contact your our admin team. They will be eager to help and resolve your concerns efficiently.
Making a Formal Complaint
If our services do not meet your expectations, you have the right to make a formal complaint. We recognize that there are times when things go wrong. When this happens, we want to respond to complaints swiftly and, where we can, try to put things right. We also value complaints for the feedback they provide so when patients and visitors offer criticism – or praise – we listen carefully. We review all the comments you make and we use that information to improve our services and facilities even further.
Whatever you want to say, your opinions and comments are important to us – good or bad.
Normally, you must make your complaint within six months of:
- The event you want to complain about; or
- Finding out that you have a reason to complain, but no longer than 12 months after the event itself.
In exceptional circumstances, we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why.
Please submit your complaint in writing (via email or post) to the Clinic Manager at the clinic where you received care or to admin@ajlyon.co.uk within the appropriate timeframe. Include in your letter:
- A summary of your concerns
- Details of where and when the events took place
Representing a Patient
If you are raising a concern on behalf of a patient, we will require written consent from the patient to discuss any details related to their care.
Complaint Investigation
All complaints are thoroughly investigated and treated confidentially. We will share a summary of the complaint with you to ensure clarity on the issues raised.
During the investigation, we may share your concerns with relevant staff or consultants. If you prefer we do not contact certain individuals, please inform us, although this may limit our investigation.
Complaint Resolution Process
As our consultant works in hospitals that are members of the Independent Sector Complaints Adjudication Service (ISCAS), we follow their three-stage complaint process. A full copy of the ISCAS code of practice is available at www.iscas.org.uk.
Stage 1 – Early & Local Resolution: If you are unhappy with our facilities or service, we want to know about it as soon as possible. We will then investigate the situation so that we can explain, apologize, and take positive action where necessary. If you tell us as soon as the problem arises, it can often be sorted out straightaway. In many cases, the person looking after you may be able to solve a day-to-day query. Otherwise, the Consultant will be happy to help. We will always try to resolve your complaint quickly, within 14 working days if we can.
Stage 2 – Internal Review: If you are dissatisfied with our response at Stage 1, you are entitled to have your complaint reviewed at Stage 2. The Consultant is responsible for the day-to-day running of the clinic and is in the best position to investigate any complaint thoroughly and promptly. You or your representative (with your consent) can make a complaint by emailing us at admin@ajlyon.co.uk or writing a letter, stating:
- Your full name and address
- The full name, address, and date of birth of the person affected if you are complaining on behalf of somebody else
- The clinic where you were treated
- The date on which you had reason to complain
- Names of the clinician(s) or other staff who were caring for you, if known
- The type of care you received
- Details of your complaint
- How you want us to resolve the matter
- Any further comments that you want to bring to our attention
Acknowledgments will be sent within five working working days of receiving the complaint. We will then reply in full as promptly as we can – usually within 30 working days. If the investigation is still ongoing after 30 days, we will write to explain the delay. In very complex cases, which may take more time, we will send you regular progress reports. We may suggest meeting you to talk through your issues and attempt to resolve them.
Stage 3 – Independent External Adjudication: As a final resort, private patients have the right to take their complaint to independent external adjudication. This process is run by the Independent Sector Complaints Adjudication Service (ISCAS) who only become involved once you have been through our complaints process. If we have been unable to resolve your complaint, this process will be fully explained in a letter from the Clinical Director.
Contact ISCAS at: Independent Sector Complaints Adjudication Service
100 St Paul’s Courtyard
London, EC4M 8BU
T: 0207 536 6091
Email: info@iscas.org.uk
www.iscas.org.uk
ISCAS will provide further details and guide you through the process. The adjudicator’s decision is final and binding, but it does not affect your right to take legal action.
We appreciate your feedback and are dedicated to resolving your concerns to enhance our services. Thank you for helping us maintain the highest standards of care at AJLYON Vascular Clinic.