Patient Feedbacks and Complaints
We seek to provide a high-quality psychiatric service and are always pleased to receive patient feedback.
You can email us at: hello@edinburghpsychiatry.com or phone 0131 220 2343
SCOPE
If you feel that we could improve the facilities or services you have received from this practice or from the practitioner looking after you we would like to know about it as soon as possible so we can investigate your concerns and take positive action where necessary.
In most circumstances, if you tell us about your concern quickly, we can resolve matters straight away. To let us know about what you are unhappy about, please phone or email us in the first instance, we will then pass this matter on to the Medical Director.
Complaints should normally be made as soon as possible at stage 1, and within 6 months from 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 CEDR 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 Complaint Resolution Procedure has two stages and reflects the principles of the CEDR in collaboration with ISCAS Code of Practice:
STAGE 1
To start the formal Complaint Resolution Procedure, you should write to:
Edinburgh Psychiatry
10a St Colme Street
Edinburgh EH3 6AA
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. The Practice (Edinburgh Psychiatry) will send you an acknowledgement of your letter within three working days of receipt of the complaint (unless the practice is able to provide you with a full response within five days). A full response to your complaint will be made within twenty days of the receipt of the complaint. If the investigation is still in progress after twenty 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 twenty days where an investigation is continuing.
If you remain dissatisfied following the final response from the practice, then you can request a review of your complaint, known as Stage 2.
STAGE 2
This stage is available to complainants who remain dissatisfied once Stage 1 has been exhausted. A complainant should then request the Adjudication by writing to the Secretariat:
Care of CEDR - Centre for Effective Dispute Resolution International Dispute Resolution Centre in collaboration with ISCAS
100 St Paul’s Churchyard
London EC4M 8BU
Tel: 0207 5203800
Email: applications@cedr.com
This written request for adjudication must be made within 6 months of the final determination by the independent party within the practice at Stage 2.
The complainant at Stage 1 should provide reasons to explain the dissatisfaction with the outcome of Stage 1
The CEDR Secretariat will seek confirmation from the Business Director or Owner that Stage 1 has been completed.
The CEDR Secretariat will notify the Business Director/Owner of a request for Stage 2 made directly within ten days. The Secretariat will then be the main contact for the complainant once Adjudication is started. A complainant accessing this service will be asked to consent to release of records from the practice relevant to the complaint and a report will be made to the complainant and the practice.
Additional information for patients about CEDR can be found on:
HEALTHCARE IMPROVEMENT SCOTLAND
Healthcare Improvement Scotland regulates registered independent healthcare services in Scotland to ensure they comply with standards and regulations. Complaints can be made in writing, by phone or in person to Healthcare Improvement Scotland’s independent healthcare complaints manager. The complainant can contact Healthcare Improvement Scotland at any stage.
Programme Manager | Independent Healthcare Improvement Scotland
Gyle Square, 1 South Gyle Crescent
Edinburgh, EH12 9EB
Email: hcis.ihcregulation@nhs.scot
Telephone: 0131 623 4242
More information can be found at:
