ENT Referrals Limited
Complaints Policy
As with all clinical service provision governance is an essential element of the provision of a safe service that meets all the requirements of clinical excellence. How we manage complaints forms an integral component of good governance and quality management.
The company's objectives and details of effective governance explain how we manage, develop and improve our services. We recommend reading through our Clinical Governance Policy here as it may help you, inform us, of the specific aspect(s) of care you are dissatisfied with.
How to compliment, complain and comment
We invest in our services and the standards of care patients receive. Additionally, we engage with patients to ask about their personal experience of our facilities and the care we’ve delivered.
It is important that we receive your feedback in writing and there are three ways you can tell us about your experience with us:
Complete a feedback card (available at the front desk)
This is an easy and informal method of providing us with any comments you have including any suggestions on how you think we might improve your experience. The form has a few simple questions and space to make comments. Please do put your name on the feedback form. There is a tick box option if you do not wish to be contacted by us regarding your feedback.
Email us at feedback@entreferrals.co.uk
Write to us
Patient Feedback
ENT Referrals Limited
Suite Two Lymington Business Centre
Cannon Street
Lymington SO41 9BR
We will contact you to acknowledge your feedback within three days. We may need to obtain further insight or provide you with further information. Services improve with the help of patient feedback and it may be helpful to discuss your experience with us.
If you wish to make a complaint, then please follow the steps below and read about how we handle complaints.
When we are handling your complaint, we promise to:
Be ACCESSIBLE - You can contact us to check on the progress of your complaint
Be IMPARTIAL - We will treat every complaint fairly
Be RESPONSIVE - We will reply to you as soon as we can, and let you know if there will be a delay
RESPECT your confidentiality
How can I make a complaint?
We recognise that complaints are an important learning tool as they offer valuable information about a patient’s experience. If you feel that providing feedback is insufficient and you wish to complain, then please make your complaint in writing at the following address:
Service Manager
ENT Referrals Limited
Suite Two Lymington Business Centre
Cannon Street
Lymington SO41 9BR
You may also make your complaint by emailing governance@entreferrals.co.uk or call us initially to discuss your complaint with the Service Manager on 01590 610 944. If you write or email us, we will most likely request to speak to you on the phone initially or in person in order to resolve the complaint.
It is important that you make your complaint as soon as possible, to enable us to properly and fairly obtain the facts, investigate matters and provide a response. You must make your complaint within six months; however, memories are less clear after many months and for an investigation to be most effective, information is best done as soon as possible.
If you have any difficulty completing a complaint in writing or email, then please call us without charge on 0800 03 23 771 and we will make arrangements for you to receive help completing the details of your complaint.
If you would prefer a family member, friend or advocate to make the complaint on your behalf, they may do so and we will work with them and yourself to resolve the problem. However, whilst we can receive a complaint on your behalf, we cannot provide any medical information to a third party without your authority. To discuss or provide confidential information we would require a note signed and dated by you.
Complaints are managed initially by the person responsible for the clinic providing the care or services. Comments and complaints are taken seriously and are provided to and, discussed at Governance meetings held on a quarterly basis. Ultimately, we endeavor to learn from all compliments, comments and complaints wherever possible and if necessary, change the way we practice accordingly.
What information should I provide?
ENT Referrals Limited pays to be a member of the Independent Sector Complaints Adjudication Service (ISCAS). They provide Independent Healthcare Providers (IHPs) with a code of practice and provide a helpful framework for professional companies that subscribe. Making a complaint can seem like a daunting task, however because we subscribe to ISCAS, you can download a copy of the ISCAS Patient’s Guide to Making A Complaint at the bottom of this page. If you're unable to download fro the link below, please contact us for a hard copy.
It is helpful if you specify:
The background to your complaint, including location and service at which you were seen, relevant dates, times and names of staff involved in your treatment, and type of procedure involved.
Any specific grievances or issues that you wish to be addressed.
What it is that you hope to achieve through the complaints process
ENT Referrals may reject any complaint that contains offensive language, or which expresses personal abuse of staff. It is not helpful for complaints to be phrased in a sarcastic manner or with humour and irony. In this context it may lead to misinterpretation of your complaint. Persistent or repeated complaints without foundation, or complaints accompanied by aggressive or abusive behaviour, are considered an abuse of the complaints process and will be excluded.
What happens once I’ve made a complaint?
We will attempt to resolve your complaint as soon as possible. We will acknowledge receipt of written complaints within three working days of receiving them and, send you a full reply within 20 working days. If we cannot resolve your complaint within 20 working days, for example because more investigation is required, we will tell you what progress we have made and why there has been a delay. We may also request to meet with you to help understand your complaint and reach resolution effectively.
If you are not satisfied with the response to your complaint, you can ask for your complaint to be referred to the Governance Director in writing at the same address and, provide details of which aspects of your complaint remain unresolved. The Director may appoint another person to handle your complaint and to review the investigation and reconciliation will be attempted to resolve the complaint.
What if I am still not satisfied?
If you remain dissatisfied, you can refer the matter to ISCA. A request for external adjudication should be made. You may contact ISCAS on 020 7536 6091. The external adjudicator cannot award compensation nor provide legal advice. If you have serious concerns, you can contact the Care Quality Commission on 03000 616161.
ENT Referrals Limited is a member of The Independent Sector Complaints Adjudication Service (ISACS). Further independent advice and information from ISCAS on making a complaint can obtained form their guide and can be downloaded from the download link below.
The company's objectives and details of effective governance explain how we manage, develop and improve our services. We recommend reading through our Clinical Governance Policy here as it may help you, inform us, of the specific aspect(s) of care you are dissatisfied with.
How to compliment, complain and comment
We invest in our services and the standards of care patients receive. Additionally, we engage with patients to ask about their personal experience of our facilities and the care we’ve delivered.
It is important that we receive your feedback in writing and there are three ways you can tell us about your experience with us:
Complete a feedback card (available at the front desk)
This is an easy and informal method of providing us with any comments you have including any suggestions on how you think we might improve your experience. The form has a few simple questions and space to make comments. Please do put your name on the feedback form. There is a tick box option if you do not wish to be contacted by us regarding your feedback.
Email us at feedback@entreferrals.co.uk
Write to us
Patient Feedback
ENT Referrals Limited
Suite Two Lymington Business Centre
Cannon Street
Lymington SO41 9BR
We will contact you to acknowledge your feedback within three days. We may need to obtain further insight or provide you with further information. Services improve with the help of patient feedback and it may be helpful to discuss your experience with us.
If you wish to make a complaint, then please follow the steps below and read about how we handle complaints.
When we are handling your complaint, we promise to:
Be ACCESSIBLE - You can contact us to check on the progress of your complaint
Be IMPARTIAL - We will treat every complaint fairly
Be RESPONSIVE - We will reply to you as soon as we can, and let you know if there will be a delay
RESPECT your confidentiality
How can I make a complaint?
We recognise that complaints are an important learning tool as they offer valuable information about a patient’s experience. If you feel that providing feedback is insufficient and you wish to complain, then please make your complaint in writing at the following address:
Service Manager
ENT Referrals Limited
Suite Two Lymington Business Centre
Cannon Street
Lymington SO41 9BR
You may also make your complaint by emailing governance@entreferrals.co.uk or call us initially to discuss your complaint with the Service Manager on 01590 610 944. If you write or email us, we will most likely request to speak to you on the phone initially or in person in order to resolve the complaint.
It is important that you make your complaint as soon as possible, to enable us to properly and fairly obtain the facts, investigate matters and provide a response. You must make your complaint within six months; however, memories are less clear after many months and for an investigation to be most effective, information is best done as soon as possible.
If you have any difficulty completing a complaint in writing or email, then please call us without charge on 0800 03 23 771 and we will make arrangements for you to receive help completing the details of your complaint.
If you would prefer a family member, friend or advocate to make the complaint on your behalf, they may do so and we will work with them and yourself to resolve the problem. However, whilst we can receive a complaint on your behalf, we cannot provide any medical information to a third party without your authority. To discuss or provide confidential information we would require a note signed and dated by you.
Complaints are managed initially by the person responsible for the clinic providing the care or services. Comments and complaints are taken seriously and are provided to and, discussed at Governance meetings held on a quarterly basis. Ultimately, we endeavor to learn from all compliments, comments and complaints wherever possible and if necessary, change the way we practice accordingly.
What information should I provide?
ENT Referrals Limited pays to be a member of the Independent Sector Complaints Adjudication Service (ISCAS). They provide Independent Healthcare Providers (IHPs) with a code of practice and provide a helpful framework for professional companies that subscribe. Making a complaint can seem like a daunting task, however because we subscribe to ISCAS, you can download a copy of the ISCAS Patient’s Guide to Making A Complaint at the bottom of this page. If you're unable to download fro the link below, please contact us for a hard copy.
It is helpful if you specify:
The background to your complaint, including location and service at which you were seen, relevant dates, times and names of staff involved in your treatment, and type of procedure involved.
Any specific grievances or issues that you wish to be addressed.
What it is that you hope to achieve through the complaints process
ENT Referrals may reject any complaint that contains offensive language, or which expresses personal abuse of staff. It is not helpful for complaints to be phrased in a sarcastic manner or with humour and irony. In this context it may lead to misinterpretation of your complaint. Persistent or repeated complaints without foundation, or complaints accompanied by aggressive or abusive behaviour, are considered an abuse of the complaints process and will be excluded.
What happens once I’ve made a complaint?
We will attempt to resolve your complaint as soon as possible. We will acknowledge receipt of written complaints within three working days of receiving them and, send you a full reply within 20 working days. If we cannot resolve your complaint within 20 working days, for example because more investigation is required, we will tell you what progress we have made and why there has been a delay. We may also request to meet with you to help understand your complaint and reach resolution effectively.
If you are not satisfied with the response to your complaint, you can ask for your complaint to be referred to the Governance Director in writing at the same address and, provide details of which aspects of your complaint remain unresolved. The Director may appoint another person to handle your complaint and to review the investigation and reconciliation will be attempted to resolve the complaint.
What if I am still not satisfied?
If you remain dissatisfied, you can refer the matter to ISCA. A request for external adjudication should be made. You may contact ISCAS on 020 7536 6091. The external adjudicator cannot award compensation nor provide legal advice. If you have serious concerns, you can contact the Care Quality Commission on 03000 616161.
ENT Referrals Limited is a member of The Independent Sector Complaints Adjudication Service (ISACS). Further independent advice and information from ISCAS on making a complaint can obtained form their guide and can be downloaded from the download link below.
ENT Referrals Limited is a member of
The Independent Sector Complaints Adjudication Service (ISCAS),
and follows its code of conduct
Please click to file below to view the Patient's Guide To Making A Complaint:
The Independent Sector Complaints Adjudication Service (ISCAS),
and follows its code of conduct
Please click to file below to view the Patient's Guide To Making A Complaint:
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