Complaints Policy

Our commitment

ADHD Assessment UK is the trading name of Avon Medical Ltd, a CQC-registered independent healthcare provider.

We aim to provide a safe, professional and high-quality service. If something goes wrong, or if you are unhappy with any aspect of your care or experience, we want to know so we can review your concerns, respond properly and improve our service.

How to make a complaint

You can make a complaint by:

Email: enquiries@adhdassessmentuk.co.uk

Telephone: 07356 029277

Post: Avon Medical Ltd, 135 Marshall Lake Road, Shirley, Solihull, B90 4RB

Please include:

• your full name
• date of birth
• contact details
• a clear description of your concern
• any relevant dates, appointments or staff involved
• what outcome you are seeking

If someone is complaining on your behalf, we may need your written consent before sharing personal or clinical information with them.

What happens next

We will acknowledge your complaint within 2 working days.

Your complaint will be reviewed by an appropriate senior member of the team. Clinical complaints will be reviewed by the Clinical Lead where appropriate.

We aim to provide a full written response within 20 working days. If we need longer to investigate, we will explain the reason for the delay and keep you updated.

Our response will explain:

• what we reviewed
• what we found
• whether your complaint was upheld, partially upheld or not upheld
• any apology, learning or action we will take
• what you can do if you remain dissatisfied

Clinical complaints

Clinical complaints may be reviewed by our Clinical Lead and/or Registered Manager.

Where appropriate, we may review clinical records, appointment notes, reports, prescribing decisions, communication records and relevant policies.

If a complaint raises patient safety, safeguarding, professional conduct or regulatory concerns, we will take appropriate action in line with our governance and incident procedures.

If you are not satisfied with our response

If you remain unhappy after receiving our response, you can ask us to review the complaint again. This will normally be reviewed by someone not directly involved in the original complaint, where possible.

As a private healthcare provider, you may also be able to seek independent review through the Independent Sector Complaints Adjudication Service (ISCAS) if Avon Medical Ltd is a member/subscriber at the time of your complaint.

You can also share concerns about a registered healthcare provider with the Care Quality Commission (CQC). The CQC does not usually resolve individual complaints, but it uses information from patients to help monitor and regulate services.

Professional regulators

If your complaint relates to the professional conduct of an individual clinician, you may also be able to raise concerns with the relevant professional regulator, such as:

• General Medical Council
• Nursing and Midwifery Council
• General Pharmaceutical Council
• Health and Care Professions Council

This would usually be appropriate for serious concerns about professional conduct, fitness to practise or patient safety.

Confidentiality

Complaints are handled confidentially and sensitively. Information will only be shared with those who need it to investigate and respond to the complaint, or where required by law, regulation, safeguarding or patient safety duties.

Making a complaint will not negatively affect your care.

Contact us

For questions about this policy, contact:

Questions about this policy?

Contact our team and we will respond within 2 working days.