Complaints procedure

Complaints Procedure

The Hospital Group is a trading name of Transform Medical Services Ltd. We are committed to providing high quality care and service, and we recognise that, on occasion, patients may have concerns or complaints. All feedback, whether comments, suggestions, concerns, compliments or complaints, is valued as an opportunity for learning and improvement. Complaints will be handled with courtesy, efficiency and sensitivity.

Complaints about care received through The Hospital Group are handled by the Transform Complaints Team, following the process set out on this page.

(1) Raising a concern

Before making a formal complaint, please discuss your concern with a member of the team responsible for your stage of the patient journey.

• Before your surgery: please contact your Patient Advisor or the Surgery Support team. They are best placed to help with any concerns or complaints at this stage.
• After your surgery: if your concern relates to the outcome of your surgery, please contact the Aftercare Team in the first instance. They will arrange a review appointment with your operating surgeon where appropriate.

If your concern cannot be resolved informally, it will be escalated to a formal complaint.

(2) Stage 1: formal complaint

To make a formal complaint, please email the Complaints Team at Complaints@transforminglives.co.uk, including:

• your full name
• your address
• your date of birth
• where you had surgery and/or the clinic you attended

We will acknowledge your complaint by email.

• A written acknowledgement will be sent within 5 working days of receiving your complaint.
• Complaints from an authorised representative can only be accepted with the written consent of the patient concerned.
• Your complaint will be investigated. Once all the required medical records and reports have been compiled, the assigned complaint handler will carry out a review. It may also be necessary to take advice from other clinical specialists within Transform.
• When the review is complete, you will receive a letter from the assigned complaint handler within 20 working days of the date of acknowledgement (excluding weekends and bank holidays). This letter will contain:
  • a full written account of the outcome of the investigation
  • an apology for any deficiencies
  • an explanation of any remedial action taken
• If a written response cannot be provided within this time, we will update you on the status of your complaint at least every 20 working days, and every effort will be made to reach a timely conclusion.

Time limits: a complaint should be made as soon as possible and within 6 months of the event that is the subject of the complaint, or as soon as the matter first came to your attention.

If you would like clarification of anything in our Stage 1 response, please write to us as soon as possible after receiving it, and we will reply within 20 working days.

(3) Stage 2: senior manager review

If you are not satisfied with the final Stage 1 response, you can ask for it to be reviewed at Stage 2.

• Please send a written request for a Stage 2 review to the Complaints Team at Complaints@transforminglives.co.uk.
• Your request should be made within 6 months of the final Stage 1 response, and should explain why you are dissatisfied with it.
• A written acknowledgement will be sent within 5 working days.
• A manager who has had no prior involvement in your complaint will review the outcome given at Stage 1.
• Following the review, the manager will respond within 20 working days of the date of acknowledgement (excluding weekends and bank holidays), either to uphold the decisions and actions taken at Stage 1, or to offer an alternative resolution.
• If the review is still in progress and a decision has not been made, we will write to explain the reason for the delay at least every 20 working days.

(4) How the process works

1. Concern raised with the team

   Your concern is discussed with the team responsible for your care.

   Resolved: complaint closedNot resolved: formal complaint logged and acknowledged within 5 working days
2. Stage 1 review

   Formal written response from the complaint handler.

   Resolved: complaint closedNot resolved: Stage 2 logged and acknowledged within 5 working days
3. Stage 2 review

   Formal written response from a manager with no prior involvement.

   Resolved: complaint closed

(5) Contact the Complaints Team

If you would like to talk to someone about a concern before making a formal complaint, please contact us or call 01200 408343.