Complaints Procedure

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My Harley Medical

10 Harley Street

London

W1G 9PF

Complaint Resolution Procedure

 

Process

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If you are unhappy with the facilities or services you have received from My Harley Medical or Dr Wheeler, we would like to know about it as soon as possible so we can investigate your concerns and explain, apologise, and take positive action where necessary. In most circumstances, if you tell us about your concern quickly, we can resolve matters straightaway. To let us know about something with which you are unhappy please speak with Dr Wheeler in the first instance.  Should you wish to complain about Dr Wheeler please address your Complaint to Ms Laura Lippiat at complaints@myharleymedical.com

If you are not fully satisfied you can put your concerns in writing and use our formal Complaint Resolution Procedure which meets with the requirements set out by the Independent Doctors Federation (IDF) for its members and the Independent Sector Complaints Adjudication Service (ISCAS).

The Complaint Resolution Procedure has three stages and reflects the principles of the ISCAS Code of Practice:

 

Stage 1  Local resolution within My Harley Medical.

Stage 2  IDF Complaint Resolution Procedure to review the complaint.

Stage 3  Independent Adjudication from ISCAS.

 

 

Please note that Stages 1, 2 and 3 fall within the ISCAS Code of Practice for Complaints Management. A copy of this can be obtained from the IDF or from ISCAS.

 

Scope

 

Attention is drawn to the sections of the ISCAS Code which clearly explain what the Code does and does not cover. You should understand that if the complaint is not covered by the ISCAS code then stages 2 and 3 will not be available. 

 

 

Stage 1

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To start the formal Complaint Resolution Procedure, you should write to:

 

Dr P Wheeler

My Harley Medical

10 Harley Street

London

W1G 9PF

 

You should state what has caused you to have concerns and make your points clear. Please document when the relevant events took place and what results you expect from your complaint.

 

Complaints should normally be made as soon as possible at Stage 1, and within 6 months of the date of the event complained about, or within 6 months of the matter coming to the attention of the complainant. The time limit may be extended by the Independent Health Practitioner where the complainant has good reason for not making a complaint in the time limit (for example, where a complainant has been grieving), and there is a realistic opportunity of conducting a fair and effective investigation into the issues raised.

 

The named person at the practice will send you an acknowledgement of your letter within three working days of receipt of the complaint. You will be offered a meeting to discuss your complaint and to agree the heads of the complaint.

 

The investigation of your complaint will involve reviewing records of meeting(s) with you and reviewing all the correspondence and clinical records as well as statements provided by clinicians and others involved. 

 

Reasonable assistance will be provided for complainants where required e.g. for those with a disability or those whose first language is not English.

 

A full response to your complaint will be made within 20 days of receipt of the complaint. If the investigation is still in progress after 20 days a letter will be sent to you explaining the delay and a full response made within five days of reaching a conclusion. In any event a holding letter will be sent every 20 days where an investigation is continuing.

 

If you remain dissatisfied following the final Stage 1 response, then you can request a review of your complaint, known as Stage 2 by writing to:

 

Complaint Manager
The Independent Doctors Federation
Lettsom House
11 Chandos Street
Marylebone
London 
W1G 9EB

 

 

Escalation to Stage 2 must be made in writing within six months of the  final Stage 1 response.

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Stage 2

 

The IDF Complaint Resolution Procedure will consider your complaint. The IDF Complaint Manager will send you an acknowledgement of your letter within three working days of receipt of your complaint and will request a summary of the matters that remain outstanding that you wish to be investigated. You will be invited to attend a meeting at the start of Stage 2 to clarify the matters that remain outstanding and obtain a greater understanding of what you hope to achieve by escalating the complaint. The IDF Complaint Manager will not have been involved in the matters that led to the complaint or the handling of the complaint at Stage 1. You will be asked to consent to release of records from the doctor. The IDF Complaint Manager will undertake a review of the documentation, any correspondence, and the handling of and response to the complaint at Stage 1.  If the review is still in progress after 20 days a letter will be sent to you explaining the delay and a full response made within five days of reaching a conclusion. In any event a holding letter will be sent every 20 days where a review is continuing. The IDF Complaint Manager will write to you when the review is completed to either confirm the outcome at Stage 1 or to offer an alternative resolution.

 

 

At this time the IDF will advise you of your right to take the matter further to Stage 3 Independent External Adjudication by the Independent Sector Complaints Adjudication Service (ISACS).

Throughout the process all information, documents, and records relevant to your complaint will be treated in the strictest confidence and no information will be divulged to any parties who are not involved in the IDF Complaint Resolution Procedure, unless required to do so by law. 

 

Stage 3

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This stage is only available to you if you remain dissatisfied once Stage 1 and Stage 2 are exhausted and aims to bring about a final resolution of the complaint to both parties.

 

In such a situation you should request the adjudication by writing to the Secretariat:

 

Independent Sector Complaints Adjudication Service (ISCAS)

CEDR (Centre for Effective Dispute Resolution), 3rd Floor
100 St. Paul’s Churchyard
London
EC4M 8BU

Tel: 020 7536 6091

Email: info@iscas.org.uk

 

This written request for adjudication must be made within six months of the final determination by the IDF at Stage 2. You should provide reasons to explain the dissatisfaction with the outcome of Stage 2.  ISCAS will acknowledge receipt of the request within three3 working days

 

ISCAS will seek confirmation from the IDF that Stage 2 has been completed.

 

ISCAS will notify the IDF of a request for Stage 3 independent external adjudication. The IDF will respond to requests from ISCAS within ten working days and confirm whether Stages 1 and 2 have been completed.  ISCAS will then be your main contact once adjudication is started. You will be  asked to consent to the release of records from the doctor and the IDF relevant to the complaint. ISCAS will issue the decision within 20 working days or provide a progress update every 20 working days if the decision is delayed. A report will be made to you, the doctor concerned and the IDF.

 

Additional information for patients about ISCAS can be found at: https://iscas.cedr.com/

Additional information for patients about the IDF can be found at:

IDF – www.idf.co.uk

 

 

Unacceptable behaviour by complainants

 

At each stage of the complaint’s procedure, it might be deemed that a patient’s behaviour is unacceptable. We have a policy in place to handle unacceptable behaviour of complainants. 

 

If you have any questions or concerns about this policy, please don't hesitate to contact us.

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Contact us by telephone 0209030344

by email info@myharleymedical.com

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Equality, Diversity, and Human Rights (EDHR) Accessibility Policy

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Introduction

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The cosmetic medical services provided by My Harley Medical, operating from 10 Harley Street, London, is committed to promoting equality, diversity, and human rights in all its activities. This Equality, Diversity, and Human Rights (EDHR) Accessibility Policy ensures all clients have equal access to our services, irrespective of their age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. Our policy is in accordance with the Equality Act 2010 and the Human Rights Act 1998.

 

Policy Statement

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We uphold the principle that equality, diversity, and respect for human rights are embedded in all our services. We are dedicated to eliminating discrimination, advancing equality of opportunity, fostering good relations among all clients and staff, and respecting the human rights of all individuals accessing our services.

 

Procedure

 

Accessibility

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We aim to ensure that our premises and services are accessible to all clients. This involves making reasonable adjustments for disabled clients, providing clear signage in multiple languages, and offering assistance where necessary.  Additionally, we consider individual needs and make suitable adaptations. For instance, we may provide wheelchair ramps and accessible restrooms, hearing loop systems for clients with hearing impairments, and offer flexible appointment times for those who need them.

 

Communication

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We endeavour to communicate with our clients in a way that is clear and easy to understand. This includes providing information in different formats (like large print, braille, and audio) and offering language translation and interpretation services where needed.

 

Non-Discrimination

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We will not tolerate any form of discrimination based on age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. Any instances of discrimination will be treated seriously and may lead to disciplinary action.

 

Training and Awareness

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All our staff receive regular training on equality, diversity, and human rights to ensure they understand and can implement this policy. We also strive to raise awareness among our clients about their rights and our commitment to equality and diversity.  Staff receive comprehensive training on EDHR principles as part of their induction and on an ongoing basis, at least annually. The effectiveness of the training is assessed regularly through feedback and performance evaluations. Additionally, our commitment to EDHR is communicated to clients through our website, marketing materials, and direct communications.

 

Data Collection and Monitoring

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 To ensure our services are accessible and fair to all, we regularly collect and analyse data on the demographics of our service users and their feedback. This helps us identify any barriers to access and make necessary improvements.

 

Consultation and Engagement

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We consult and engage with our clients, staff, and other stakeholders to understand their needs and improve our services. This includes seeking feedback and making changes to our policies and procedures based on the input we receive.

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Complaints

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If any client feels that they have not been treated in accordance with this policy, they are encouraged to use our Complaints Procedure to make a complaint. We take all complaints seriously and will investigate them promptly and impartially.

 

Compliance

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This policy is designed to comply with UK legislation, including, but not limited to, the Equality Act 2010, the Human Rights Act 1998, and CQC regulations. It will be reviewed and updated as necessary to ensure ongoing compliance.

 

Review

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This policy will be reviewed annually or more frequently if necessary to ensure it remains compliant with CQC regulations, UK legislation, and best practice guidelines.

 

Policy Approval

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This policy is approved by the Dr P Wheeler at 10 Harley Street, London, and is effective from 1/1/24.

 

Any questions or concerns regarding this policy should be addressed to us directly.

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Contact us by telephone 0209030344

by email info@myharleymedical.com

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Information Governance Policy

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Introduction

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The cosmetic medical services provided by My Harley Medical, based at 10 Harley Street, London, recognises the importance of robust Information Governance in providing high-quality patient care. This policy outlines our commitment to managing information appropriately and in accordance with the requirements set out by the Care Quality Commission (CQC) and applicable UK legislation.

 

Policy Statement

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We are dedicated to ensuring the confidentiality, integrity, and availability of all data we handle, including patient records, staff records, and operational data. This policy aligns with the Data Protection Act 2018, the General Data Protection Regulation (GDPR), and the NHS Digital Data Security and Protection Toolkit.

 

Procedure

 

Data Protection and Confidentiality

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We handle all personal data in line with GDPR and Data Protection Act 2018 principles. This includes ensuring that data is processed lawfully, transparently, and for a specific purpose. We will provide clear guidance to staff on their responsibilities for data protection and confidentiality.

 

Access Control

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Access to sensitive data is limited to authorized personnel only. Staff are given appropriate access rights based on their role and responsibilities. Access is regularly reviewed and revoked when no longer required. We will maintain a robust access control system and regularly audit access rights to ensure compliance and prevent unauthorized access.

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Data Quality

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We strive to ensure the accuracy and completeness of our data. Staff are responsible for making sure the data they collect and record is accurate, timely, and relevant. Regular data quality checks and validation processes will be implemented to maintain data accuracy and integrity.

 

Data Sharing

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When sharing data with other health and social care providers, we ensure appropriate data sharing agreements are in place, and the minimum necessary information is shared in compliance with law and regulations. We will maintain clear procedures for establishing data sharing agreements, including legal considerations, data minimization, and compliance with applicable regulations.

 

Training

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All staff members receive regular training on information governance, which includes data protection, confidentiality, data security, and records management. We will maintain a training program that ensures staff are equipped with the necessary knowledge and skills to handle information securely and comply with relevant policies and regulations.

 

Incident Reporting

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Any data breaches or information governance-related incidents are reported to our Information Governance Officer immediately. Incidents will be thoroughly investigated, and appropriate actions will be taken to mitigate the impact and prevent recurrence. We will establish clear incident reporting procedures, including reporting to the Information Commissioner's Office (ICO) when necessary, as required by law.

 

Records Management

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We retain records in line with the NHS Records Management Code of Practice. When records are no longer required, they are disposed of securely. We will establish comprehensive records management procedures, including secure storage, retention periods, and disposal methods to ensure compliance with the NHS Records Management Code of Practice.

 

Compliance

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This policy is designed to ensure compliance with the CQC's guidelines and all relevant UK legislation relating to information governance. Regular audits and reviews will be conducted to ensure ongoing compliance. We will establish an internal compliance monitoring system to assess adherence to this policy and relevant regulations.

 

Review

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This policy will be reviewed at least annually or more frequently as necessary, to ensure that it remains up-to-date and compliant with current legislation, CQC regulations, and best practice guidelines. The review will be conducted by the Information Governance Officer or a designated committee responsible for information governance oversight.

 

Policy Approval

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This policy has been approved by the Dr P Wheeler at 10 Harley Street, London, and is effective from 1/1/24.

 

For any questions or concerns regarding this policy, please contact us directly.

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