Complaints Policy

Complaints Policy

1.0 Policy:

1.1 All complaints will be dealt with quickly and effectively between the individuals concerned and any justified grievances will be promptly remedied.

1.2 If the Care Quality Commission wishes to investigate a complaint, Summerhill Health will provide adequate facilities for any authorised person to interview, in private, any patient.

1.3 A notice will be posted in the consultation room giving a clear indication to all Patients that should they wish to register a complaint they should in the first instance address it in writing to:

Summerhill Health

6 Bloomfield Ln, Hale, WA15 9AQ

c/o Dr Natalie Summerhill

Email: contact@summerhillhealth.co.uk

1.4 The notice will also contain the name, address and telephone number of the Care Quality Commission.


2.0 Procedure for Handling of Complaints:

2.1 All complaints will be fully investigated by the clinic manager (Dr Natalie Summerhill).

2.2 All complainants will receive a written acknowledgement within 2 working days of the complaint.

2.3 The complainant will receive a written response within 20 working days or a written explanation of why the response is taking longer and when they can expect a response. A full response being made within 5 working days of a conclusion being reached.

2.4 All staff involved in a complaint will be informed of the outcome and advice on preventing recurrence.

2.5 On completion of a complaint a full written report will be made including any recommendations and actions by the clinic manager (Dr Natalie Summerhill).

2.6 Where a complainant is not satisfied at the conclusion of the complaint process they have several options depending upon the nature of the complaint:


  • Independent arbitration service (see below).
  • Where the complaint may relate to a breach of professional standards of conduct, clinical competence or fitness to practise, patients can raise their concerns with the appropriate professional regulator (Doctors – General Medical Council, Nurses – Nursing & Midwifery Council (see below).
  • Where the complaint relates to a breach of statutory regulations and the organisation is registered with the Care Quality Commission patients can contact the CQC (see below).
  • Patients retain the option of seeking legal advice relating to a complaint about the service provided by any healthcare provider.

2.7 Any complaint proceeding to litigation will be notified to the Care Quality Commission.


3.0 Complaint should be made in writing to the clinic manager (Dr Natalie Summerhill)

3.1 The clinic manager (Dr Natalie Summerhill) will conduct an investigation and will gather information.

3.2 This will lead to a full written report being produced and made available to those concerned.

3.3 The investigation will include:

  • Speaking to all persons concerned
  • Reviewing records and other documents
  • Producing a written summary of the facts of the complaint
  • Producing responses to written complaints
  • Completing the appropriate records of the complaint
  • Informing all relevant parties as to the outcome of the complaint and any remedial action.

3.4 Staff will provide help to any patient or relative of a patient wishing to make a complaint.

3.5 Getting further help with your complaint

Where the complaint cannot be resolved between the parties, external arbitration will be sought. Dr Natalie Summerhill is a member of the Independent Doctors Federation (IDF) and will refer to the IDF if internal resolution cannot be achieved. Should there still be an impasse then the IDF will refer the complaint to the Centre for Effective Dispute Resolution (CEDR). CEDR and its findings will be final to both parties.

3.6 Care Quality Commission


If you feel your complaint is not being dealt with in a satisfactory manner, you many also contact the Care Quality Commission.


CQC Healthcare
Newcastle upon Tyne
Tel: 03000 616161
Email: enquiries@cqc.org.uk
Web: www.cqc.org.ukmergency hospitalisation.