Complaints Policy

1. Purpose

The purpose of this policy is to ensure that patients, carers, staff, and members of the public can raise concerns or complaints about services at Highland Wellness & Weight Management and be confident that:

• Complaints will be taken seriously, treated fairly, and handled without prejudice.
• Issues will be investigated promptly, openly, and thoroughly.
• Patients will be supported to raise complaints without fear of negative consequences.
• Learning from complaints will be used to improve the quality of care and service delivery.

2. Scope

This policy applies to:

• Patients and service users.
• Families, carers, or advocates acting on behalf of patients (with patient consent).
• Staff members raising concerns about the service (whistleblowing).
• All staff, contractors, and clinicians working at Highland Wellness & Weight Management Clinic.

3. Policy Statement

Highland Wellness & Weight Management is committed to:

• A culture of openness, honesty, and accountability.
• Encouraging feedback, both positive and negative, as a means to improve services.
• Resolving complaints at the earliest possible stage in a fair and respectful manner.
• Protecting the rights, privacy, and dignity of all parties involved.

4. Principles of Complaint Handling

• Accessible – clear information will be provided on how to make a complaint.
• Respectful – complaints will be treated with dignity, sensitivity, and impartiality.
• Timely – complaints will be acknowledged within 5 working days and responded to within 20 working days (or an update provided if more time is needed).
• Fair and Transparent – investigations will be thorough, evidence-based, and free from bias.
• Confidential – information will only be shared with those directly involved in resolving the complaint.
• Learning-Focused – complaints will be used as an opportunity to improve care and prevent recurrence.

5. Procedure

5.1 Making a Complaint

Patients may raise complaints:

• Verbally, in person or over the phone.
• In writing (letter, email, feedback form).
• Via a nominated advocate or representative.
• Information on how to complain will be on the website, and included in patient information packs. Complaints may also be raised with Healthcare Improvement Scotland. Healthcare Improvement Scotland is the regulator for independent healthcare services across Scotland and can accept complaints at any time from a complainant. Contact details are:Programme Manager, Independent Healthcare Team, Healthcare Improvement Scotland, Gyle Square, 1 South Gyle Crescent, Edinburgh, EH12 9EB.

  Email: his.ihcregulation@nhs.scot

• Complaints are accepted within 6 months from the date of the matter of the complaint comes to the person’s notice. We will not investigate complaints about events that occurred more than 6 months before the complaint is received.

5.2 Acknowledgement

• Complaints made to the clinic will be acknowledged in writing within 5 working days.
• The complainant will be informed of the process and timescales.

5.3 Investigation

• The Clinic Manager (or delegated lead) will investigate the complaint.
• Relevant staff may be interviewed and records reviewed.
• Patients may be asked for additional information to support the investigation.

5.4 Response

• A written response will be provided within 20 working days, or an interim update if more time is needed.
• The response will include:
  • Findings of the investigation.
  • Any actions taken.
  • How learning will be applied to improve services.
• Where the complaint is upheld, an apology will be offered in line with the Duty of Candour.

6. Staff Concerns & Whistleblowing

• Staff may raise concerns about unsafe practice or misconduct via the whistleblowing policy.
• Concerns will be treated confidentially, investigated fairly, and whistleblowers will be protected from retaliation.

7. Monitoring and Learning

• All complaints will be logged in a central register.
• Regular reports will be reviewed at governance meetings.
• Themes, trends, and lessons learned will be shared with staff.
• Changes in practice or policy will be communicated to patients where relevant (“You said, we did”).

8. Policy Review

This policy will be reviewed annually, or sooner if required by regulatory updates, to ensure compliance with ACAS guidance, Health and Social Care Standards, and best practice in complaints handling.