Formal Complaints Process

 

At The Maxwell Practice, we believe that our patients deserve the very best treatment options. However, we are aware that sometimes things do not always go to plan. It is important we know what has happened as soon as possible, to enable us to investigate any concerns and try to put things right. In most situations our team will help resolve issues straight away for you.

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If our staff have been unable to resolve your concerns, you can follow our Formal Complaints Process.

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A complaint is any communication (from a patient or care giver representative) about something that has gone wrong and requires investigation and a formal response. If you are unhappy and wish to make a formal complaint, please contact Dr. Michael Thomas via admin@themaxwellpractice.com or 01491 313131.

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Stage 1:

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All complaints should initially be discussed immediately as they arise with The Maxwell Practice team. Our team aim to resolve most issues quickly to the complainant’s satisfaction within 24 hours.

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Should the concern not be resolved to the complainant’s satisfaction a formal complaint should be started. To start a formal complaint, a letter or email should be sent to: Dr. Michael Thomas, info@themaxwellpractice.com / 30B Hart Street, Henely-on-Thames, RG9 2AU. The written account should document the events that have occurred and what results are expected. Dr. Michael Thomas will then respond to acknowledge the written complaint within 3 working days and offer a face-to-face meeting to discuss the complaint. A complaint should be made within 6 months of the date of the event occurring.

 

There will then follow an investigation involving a review of any medical documentation and records, as well as statements from other clinicians involved and telephone records (as relevant). We will also make reasonable attempts to accommodate those for who English is not their first language.

 

A full written response will be made within 20 working days of receipt of the complaint. If the investigation needs to go longer an explanation will be provided.

 

Stage 2:

 

If, following an internal investigation at The Maxwell Practice (Stage 1), you do not feel your complaint has been resolved, you may have your complaint reviewed by a member of our management team who has not been involved at Stage 1. The member of staff will be allocated as your main point of contact to investigate the outstanding matters.

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Stage 3:

 

If, following an internal investigation at Stage 1 and 2, you are still unhappy about the outcome, you can apply for independent external mediation by the Private Healthcare Mediation Scheme run by the Centre for Effective Dispute Resolution (CEDR).

 

An application to use the Scheme must be made by the patient on the designated application form which is accessible on the CEDR website. This must be done within 6 months of the final response at Stage 2.

 

Upon receipt of a properly completed application form, CEDR will aim to appoint the Mediator within 5 working days and will inform the parties accordingly. 

 

CEDR website: https://www.cedr.com/consumer/healthcare/privatehealthcaremediation/

 

CEDR scheme rules: https://www.cedr.com/wp-content/uploads/2022/02/PHMS-Rules-February-2022.pdf

 

The CQC cannot get involved in individual complaints about providers but is happy to receive information about our services at any time. You can contact the CQC at: Care Quality Commission, National Correspondence, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA, Tel: 03000616161.

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