Nurture Healthcare_Complaint Procedure Policy

 Nurture Healthcare strive to provide the best possible service for our patients. However we recognise that there may be occasion when you feel that we have not met your needs.  It is hoped that we can resolve issues with you at the time the problem arises providing you are comfortable raising the issue with the person concerned.

If you feel your problem cannot be resolved in this way and you have a complaint or concern about the service you have received from us, not only are you are fully entitled to ask for an investigation and explanation, we would welcome your communication.

 We promise to:

• Listen to your complaint or concern
• Investigate what happened on your behalf
• Respond in writing with a clear, appropriate plan of action and keep you updated on progress
• Improve our service however we can, by identifying what we can do to ensure that the problem raised does not happen again.

How to make your complaint

Please make your complaint in writing, preferably by email to admin@nurturehealthcare.co.uk. If possible asking for a read request so that you know it has been received.

 Provide as much detail as you can to help investigate your complaint

• Say what the problem is
• Say what you want to happen
• Provide information on any relevant communication with us on the subject

 Please be assured that any complaint you make will be treated in strict confidence and have no effect upon the level of treatment and care that you receive by any representative of Nurture Healthcare.

What happens next?

Your complaint will be acknowledged within two working days of receiving it.  This may well be in the form a telephone call to you to make sure we fully understand your complaint.

We will then aim to make a full response to you within the following 20 working days.  During that time we will conduct an investigation to find out what happened and whether there is any action that can be taken to put things right or a learning opportunity so that something similar does not happen to another family.  If it is not possible for us to fully respond to you within this timescale, we will let you know why and when you can expect the full response.

Getting further help with your complaint

Nurture Healthcare hope that through our complaints procedure we can resolve your problem satisfactorily.  We believe that this will give us the best change to put the matter right with you and provide the opportunity to improve our service for all our families.

If you feel that your complaint is not being dealt with to your satisfaction you may also wish to contact:

• The Association of Tongue-tie Practitioner, who are able to provide a mediation service

Website: http://www.tongue-tie.org.uk/contact-the-association-of-tongue-tie-practitioners.html

• For more serious concerns - The Nursing and Midwifery Council

Website: https://www.nmc.org.uk     Tel: 020 7637 7181

• The Care Quality Commission.  The CQC are interested in experiences of care, however they do not investigate or help resolve complaints.         Website: https://www.cqc.org.uk      Tel: 03000 616161

 Nurture Healthcare Limited

Date Completed: May 2022

Date of next Review: May 2025