Complaints Procedure

NexEndo Healthcare takes your concerns and complaints very seriously, and we welcome the opportunity to improve how people experience our service.

If something has gone wrong, or you are unhappy with any part of your care, please tell us. Most issues can be sorted out quickly by speaking to the staff involved at the time.

Making a complaint will not affect the care you receive from us.

Talk to us first

Wherever possible, please raise your concern with the member of staff most closely involved, so we can try to put things right straight away. If that isn’t possible, or you would rather not, you can contact us directly using the details below.

You can raise a concern in person, by telephone, in writing or by email. If you tell us verbally, we will give you a written copy of what you have told us.

You will always be given the opportunity to discuss your complaint in person if you wish.

How to contact us

Charles Ogilvie Clinical Director of Nursing / Operations Manager NexEndo Healthcare

Email: charles@nexendo-healthcare.com

Telephone: 01224 600545

Our two-stage process

Stage one — early, local resolution

We will try to resolve your complaint quickly and informally, within five working days where we can.

If you are not happy with our response at stage one, you can ask us to look at your complaint again at stage two.

Stage two — investigation

We will consider your complaint at stage two if you were dissatisfied with our stage one response. We will also go straight to Stage two if a complaint is clearly complex or needs a detailed investigation.

We will acknowledge your complaint within three working days.
The investigation is carried out by the Operations Manager / Director of Nursing.
Everyone involved will have the opportunity to give their account.
We will keep you updated on progress, and give you our decision as soon as possible – and in any event within 20 working days.
If we need longer than 20 working days, we will tell you why and keep you informed.

When to complain

Please complain within six months of the event, or within 12 months of becoming aware that you have reason to complain.

If there is a good reason why this hasn’t been possible, we may be able to extend this time limit in exceptional circumstances, at our discretion and after discussing it with you.

What to tell us

To help us look into your concern, please tell us:

Complaining on behalf of someone else

If you are complaining for someone else, we will normally need their written consent. We do not need consent if you are complaining on behalf of:

If you are still unhappy

If you feel your complaint remains unresolved, please write to our Chief Operating Officer, who will arrange for it to be looked at again by a senior member of the team: Alena Duncan Chief Operating Officer, NexEndo Healthcare

Email: alena@nexendo-healthcare.com

Sometimes a face-to-face meeting is the best way to resolve things, and we are always happy to arrange one.

If we still cannot resolve your complaint to your satisfaction, you are entitled to raise it with an independent body.

Independent and external bodies

You do not have to wait for our process to finish before contacting a regulator.

Our Aberdeen clinic (Scotland)

Healthcare Improvement Scotland is the regulator for independent healthcare services in Scotland, and can accept a complaint from you at any time.

Programme Manager, Independent Healthcare Services Team Healthcare Improvement Scotland Gyle Square, 1 South Gyle Crescent, Edinburgh EH12 9EB

Email: his.ihcregulation@nhs.scot

If you were treated as an NHS patient

If you were seen by Nexendo Healthcare as part of an NHS service, you can take your complaint to the NHS complaints team for your local NHS board instead of using our process. We can provide these details on request. We handle NHS complaints in line with the Patient Rights (Scotland) Act 2011 and the associated 2012 Regulations.

If your NHS complaint remains unresolved, you can ask the Ombudsman to look at it:

Both have online complaint forms.

Care regulators elsewhere in the UK

England: Care Quality Commission – 03000 616161 – http://www.cqc.org.uk The CQC cannot investigate or resolve individual complaints, but it does want to hear about your experience, as this helps inform its inspections and protect others.
Wales – 0300 062 8163 – hiw@gov.wales
Northern Ireland: Regulation and Quality Improvement Authority – 028 9536 1990 – info@rqia.org.uk

Concerns about an individual clinician

Learning from complaints

All complaints and incidents are reviewed by our Senior Management Team, chaired by our Clinical Director, and are reported at board level. We use what we learn to improve our services.

Our full Managing Concerns and Complaints Policy is available to download here.