LIPS Healthcare is committed to providing high-quality, safe, and compassionate care. This policy sets out our approach to handling complaints and patient feedback. We view feedback as a vital tool for continuous improvement and service excellence.

This procedure is fully aligned with the Care Quality Commission (CQC) Single Assessment Framework, specifically meeting the requirements of Regulation 16: Receiving and acting on complaints and Regulation 20: Duty of Candour.

2. Legal and Regulatory Framework

The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.
Care Quality Commission (CQC) Standards on Complaints Handling.
UK GDPR and the Data Protection Act 2018.
The Accessible Information Standard.

3. Our Commitment to Patients

LIPS Healthcare ensures that:

All feedback is treated with respect and confidentiality.
Making a complaint will not, under any circumstances, adversely affect your current or future treatment.
The process is transparent, accessible, and provides a clear path for escalation.

4. Scope and Eligibility

Complaints can be raised by:

Any current or former patient of LIPS Healthcare.
A person acting on behalf of a patient (with the patient’s written consent).
A relative or representative if a patient is incapable or deceased.

Time Limits: Complaints should normally be made within 6 months of the event or 6 months of becoming aware of the issue. Extensions may be granted at the discretion of the Complaints Manager where a fair investigation is still possible.

5. The Complaints Procedure

Stage 1: Local Resolution

We aim to resolve concerns immediately. Please speak to the staff member involved or a clinic manager at the earliest opportunity.

Acknowledgment: Formal complaints will be acknowledged within 3 working days.
Investigation: The Client Team will oversee the investigation.
Response: We aim to provide a full written response within 20 working days. If the investigation requires more time, we will provide a written update every 20 working days.

Stage 2: Internal Escalation and Review

If you are dissatisfied with the Stage 1 outcome, you may request an internal review.

Reviewer: Head of CRM
Process: The Head of CRM will acknowledge the escalation within 3 working days and conduct a thorough review of the original investigation.
Outcome: A final internal response will be provided within 20 working days of the escalation.

Stage 3: Independent External Adjudication

If you remain dissatisfied after Stages 1 and 2, you have the right to request an independent review through the Independent Healthcare Sector Complaints Adjudication Service (ISCAS).

Contact ISCAS:

Website: www.iscas.org.uk

Email: info@iscas.org.uk

6. Duty of Candour (Regulation 20)

In accordance with our statutory Duty of Candour, LIPS Healthcare will act in an open and transparent manner. If an investigation into a complaint identifies that a "notifiable safety incident" occurred resulting in moderate or severe harm, we will:

Notify the relevant person as soon as possible.
Provide a full, honest explanation and a formal apology.
Provide a written account of the incident and any actions taken to prevent recurrence.

7. Accessibility and Support

We are committed to making our complaints process accessible to everyone. This policy is available in alternative formats, including large print, Easy Read, and alternative languages upon request. Patients are welcome to involve an independent advocate or representative to support them through the process.

8. Our Expectations of Conduct

While we respect the right to complain, we expect all interactions to be conducted with mutual respect. We reserve the right to manage "persistent or unreasonable" contacts, for example, by restricting contact to a specific method or named individual to ensure our staff can focus on resolving the core issues safely and effectively.

9. Confidentiality and Safeguarding

All complaints are handled in the strictest confidence and kept separate from medical records. Safeguarding is central to our review process; all complaint handlers have Level 2 safeguarding training to identify risks to patient welfare or professional conduct concerns.

10. Audit and Continuous Learning

Complaints and feedback are audited monthly by the Executive Committee. We produce an Annual Complaints Report summarizing themes, learning points, and service improvements triggered by patient feedback. This report is available to any person upon request.

Location Address: 349-351 The Power Station 1st Floor Battersea Power Station Turbine Hall Circus Road South , SW11 8DD

Registered Address: Solar House, 282 Chase Road, London, United Kingdom, United Kingdom, N14 6NZ