If you have a complaint or concern about the service you have received from doctors or staff at Anchor Psychiatry Group, we very much like to know. Any comments, suggestions, concerns, or queries about your care, should be raised initially with your doctor who will seek to address the matter with you directly.

Please note that that we have 2 different complaint processes in place for different doctors within the practice. For any complaints relating to Dr Hannah Nearney please refer to section 2 of this document. For any other complaint please refer to section 1 of this document.

Section 1

Definition of a complaint

The expression of dissatisfaction by an individual or a group is considered a complaint. You can express your opinion by either writing or verbally. Any dissatisfaction concerning treatment provided by any staff member at Anchor Psychiatry Group apart from Dr Hannah Nearney can be investigated through the Complaints Procedure described below. For complaints related to Dr Hannah Nearney please see Section 2 of this document.

Aims of our Complaints Procedure

• Investigate each complaint thoroughly and provide an open and transparent format.
• Ensure that all complaints are dealt with comprehensively, objectively and impartially.
• Ensure that all complaints are dealt with in confidence wherever possible.
• Identifies any lessons to be learnt
• Ensure that appropriate remedial actions are taken
• Communicate effectively with the complainant and resolve the matter to the complainant’s satisfaction.
• Protect both the patient and the partners during the process of enquiry
• Offer the right to appeal

Who can make a complaint

A complaint may be made by a patient or a person acting on behalf of a patient. Where a complainant is acting on behalf of a patient, written consent must be obtained from the patient before a response can be sent. A complaint may be made by the parent or guardian when the patient is a minor.

How to make a complaint

The person making a complaint can call 01603 975667

or email: info@anchorpsychiatrygroup.co.uk

or email the Registered Manager: jacobushamelijnck@anchorpsychiatrygroup.co.uk

or contact one of the partners directly

or write to; Anchor Psychiatry Group, 62 Spixworth Road, Norwich NR6 7NF.

We keep strictly to the rules of medical confidentiality.

Handling of a complaint (Stage 1)

After receiving the complaint, the Registered Manager with acknowledge a written complaint within three working days of receipt and give a brief indication of the process and anticipated time frame for dealing with the complaint. You may be offered the opportunity to meet up or discuss your complaint. Your complaint will be investigated, and complete response to your complaint will be sent to you within 21 working days from the date of receipt of the written complaint. The letter will contain the following:

• A summary of the investigation outlining the findings
• The decision as to whether your complaint is upheld or not.
• Reasons for this decision.
• Any redress that can be offered, for instance, a written apology, can be provided if appropriate.
• A summary of any action to be taken due to the complaint.
• If the investigation time needs extended, a letter will be sent outlining the reasons.

Appeal (Stage 2)

If you are still dissatisfied after receiving the written response to your complaint, you should appeal by letter within seven days to the Registered Manager; Dr Jacobus Hamelijnck (see details above).

Dr Hamelijnck will arrange a review of the procedures by one of the partners who was not directly involved. If the complaint involves the Registered Manager, please write to either Dr Hannah Nearney or Dr Somayya Kajee at; Anchor Psychiatry Group, 62 Spixworth Road, Norwich, NR6 7NF.

Following a review of the complaints process, the partner dealing with the appeal will write a complete response. The letter will contain the following:

• A summary of the final decision.
• The rationale behind the decision.
• Any redress which can be offered if appropriate, for instance, a verbal or written apology, a refund or reduction in fees or other appropriate measures.
• A summary of any action taken due to the complaint and lessons learned.

External Review (Stage 3)

Anchor Psychiatry Group is registered with the Private Healthcare Mediation Scheme, provided by the Centre for Effective Dispute Resolution (CEDR). This stage aims to bring a final resolution of the complaint for all parties. There is no right of appeal against the decision reached. This stage is only available if the complainant remains dissatisfied once Stage 1 and Stage 2 are exhausted and aim to bring about a final resolution of the complaint to both parties.

CEDR’s contact details are:
Centre for Effective Dispute Resolution
100 St Paul’s Churchyard
London, EC4M 8BU
Tel: 0207 520 3800
Email: applications@cedr.com
www.cedr.com/consumer/

Section 2

Complaint Resolution Procedure

Please note the complaint resolution procedure described in section 2 only applies to complaints related to Dr Hannah Nearney and differs from the process for other Anchor Psychiatry Group staff members (see section 1). This is because Dr Nearney is a member of the IDF (Independent Doctors Federation) and has signed up to the IDF Patient Complaint Procedure.

Definition of complaint

Any communication involving goods or a service that requires an investigation and formal response. Complaints may be made by letter or e mail or text.

Process

If you are unhappy with the facilities or services you have received from Dr Hannah Nearney we would like to know about it as soon as possible so we can investigate your concerns and explain, apologise, and take positive action where necessary. In most circumstances, if you tell us about your concern quickly, we can resolve matters straightaway. To let us know about something with which you are unhappy please contact Dr Nearney directly or info@anchorpschiatrygroup.co.uk

If you are not fully satisfied you can put your concerns in writing and use our formal Complaint Resolution Procedure which meets with the requirements set out by the Independent Doctors Federation (IDF) for its members and also the Independent Sector Complaints Adjudication Service (ISCAS).

The Complaint Resolution Procedure has three stages and reflects the principles of the ISCAS Code of Practice:

Stage 1 – Local resolution within the individual practice
Stage 2 – IDF Complaint Resolution Procedure to review the complaint
Stage 3 – Independent Adjudication from ISCAS

Please note that Stages 1, 2 and 3 fall within the ISCAS Code of Practice for Complaints Management. A copy of this can be obtained from the IDF or from ISCAS.

Scope

Attention is drawn to the sections of the ISCAS Code which clearly explain what the Code does and does not cover. You should understand that if the complaint is not covered by the ISCAS code then stages 2 and 3 will not be available.

Stage 1

To start the formal Complaint Resolution Procedure you should write to:

Dr Jacobus Hamelijnck, Registered Manager

jacobushamelijnck@anchorpsychiatrygroup.co.uk

Anchor Psychiatry Group, 62 Spixworth Road, Norwich NR6 7NF

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.

Complaints should normally be made as soon as possible at Stage 1, and within 6 months of 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 Independent Health Practitioner 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 named person at the practice will send you an acknowledgement of your letter within three working days of receipt of the complaint. You will be offered a meeting to discuss your complaint and to agree the heads of the complaint.

The investigation of your complaint will involve reviewing records of meeting(s) with you and reviewing all the correspondence and clinical records as well as statements provided by clinicians and others involved.

Reasonable assistance will be provided for complainants where required e.g. for those with a disability or those whose first language is not English.

A full response to your complaint will be made within 20 days of receipt of the complaint. If the investigation is still in progress after 20 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 20 days where an investigation is continuing.

If you remain dissatisfied following the final Stage 1 response, then you can request a review of your complaint, known as Stage 2 by writing to:

Complaint Manager
The Independent Doctors Federation
Lettsom House
11 Chandos Street
Marylebone
London
W1G 9EB

Escalation to Stage 2 must be made in writing within six months of the final Stage 1 response.

Stage 2

The IDF Complaint Resolution Procedure will consider your complaint. The IDF Complaint Manager will send you an acknowledgement of your letter within three working days of receipt of your complaint and will request a summary of the matters that remain outstanding that you wish to be investigated. You will be invited to attend a meeting at the start of Stage 2 in order to clarify the matters that remain outstanding and obtain a greater understanding of what you hope to achieve by escalating the complaint. The IDF Complaint Manager will not have been involved in the matters that led to the complaint or the handling of the complaint at Stage 1. You will be asked to consent to release of records from the doctor. The IDF Complaint Manager will undertake a review of the documentation, any correspondence and the handling of and response to the complaint at Stage 1. If the review is still in progress after 20 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 20 days where a review is continuing.The IDF Complaint Manager will write to you when the review is completed to either confirm the outcome at Stage 1 or to offer an alternative resolution

At this time the IDF will advise you of your right to take the matter further to Stage 3 Independent External Adjudication by the Independent Sector Complaints Adjudication Service (ISACS).
Throughout the process all information, documents and records relevant to your complaint will be treated in the strictest confidence and no information will be divulged to any parties who are not involved in the IDF Complaint Resolution Procedure, unless required to do so by law.

Stage 3

This stage is only available to you if you remain dissatisfied once Stage 1 and Stage 2 are exhausted and aims to bring about a final resolution of the complaint to both parties.

In such a situation you should request the adjudication by writing to the Secretariat:

Independent Sector Complaints Adjudication Service (ISCAS)
CEDR (Centre for Effective Dispute Resolution), 3rd Floor
100 St. Paul’s Churchyard
London
EC4M 8BU
Tel: 020 7536 6091
Email: info@iscas.org.uk

This written request for adjudication must be made within six months of the final determination by the IDF at Stage 2. You should provide reasons to explain the dissatisfaction with the outcome of Stage 2. ISCAS will acknowledge receipt of the request within three working days

ISCAS will seek confirmation from the IDF that Stage 2 has been completed.

ISCAS will notify the IDF of a request for Stage 3 independent external adjudication. The IDF will respond to requests from ISCAS within ten working days and confirm whether Stages 1 and 2 have been completed. ISCAS will then be your main contact once adjudication is started. You will be asked to consent to the release of records from the doctor and the IDF relevant to the complaint. ISCAS will issue the decision within 20 working days or provide a progress update every 20 working days if the decision is delayed. A report will be made to you, the doctor concerned and the IDF.

Additional information for patients about ISCAS can be found at: https://iscas.cedr.com/
Additional information for patients about the IDF can be found at:
IDF – www.idf.co.uk

Unacceptable behaviour by complainants

At each stage of the complaints procedure, it might be deemed that a patient’s behaviour is unacceptable. We have a policy in place to handle unacceptable behaviour of complainants.