The Prostate Health Clinic
Complaints Policy
This Complaints Policy has been developed in accordance with the Care Quality Commission (CQC) Fundamental Standards, including:
• Regulation 16 – Receiving and acting on complaints
• Regulation 17 – Good governance
• Regulation 20 – Duty of candour
1. Policy Statement
The Prostate Health Clinic is committed to providing care that is safe, effective, caring, responsive, and well-led. We encourage feedback and complaints as a means of improving services and meeting our regulatory responsibilities under the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.
2. Scope
This policy applies to all patients, patient representatives, clinicians, staff, and contractors involved in the delivery of services at The Prostate Health Clinic.
3. Definition of a Complaint
A complaint is an expression of dissatisfaction requiring a response, made by a patient or their representative, relating to clinical care, communication, administration, or conduct.
4. How to Raise a Complaint
Complaints may be made verbally or in writing and should ideally be raised within 12 months of the event.
Contact:
Website – Enquiries page (Select “Complaint”)
Email – Enquiry@prostatehealthclinic.co.uk – Subject – Complaint
Complaints Lead
The Prostate Health Clinic
Hale Private Clinic, 26 Park Road, Hale, Altringham, WA15 9NN
Please provide your Name, Email address and Telephone number to help direct correspondence.
5. Acknowledgement
All complaints will be acknowledged within 3 working days, confirming receipt, the investigator, and expected response times.
6. Investigation
Complaints will be investigated objectively and proportionately. Clinical complaints will be reviewed by an appropriately qualified clinician not directly involved where possible.
7. Response
A written response will normally be provided within 20 working days. Responses will include findings, actions, and an apology where appropriate, in line with the Duty of Candour.
8. Learning and Governance
Complaints are reviewed as part of governance processes to support service improvement, staff training, and compliance with Regulation 17.
9. Escalation
If dissatisfied, complainants may request a further review or contact the Care Quality Commission (CQC).
10. Confidentiality
All complaints are managed in accordance with UK GDPR and the Data Protection Act 2018.
11. Review
This policy is reviewed annually.