Complaints Policy

Statement of Intent

Excellent Care 1st is committed to providing safe, effective, and high-quality podiatry care. We welcome feedback, including complaints, as an opportunity to improve our services. All complaints are taken seriously and handled fairly, promptly, and in confidence.

Purpose

This policy explains how patients, families, or representatives can raise concerns or complaints and how Excellent Care 1st will manage them in line with UK healthcare standards and professional requirements.

Scope

This policy applies to all podiatry services provided by Excellent Care 1st and to all staff involved in delivering care.

Who Can Make a Complaint

A complaint may be made by:

  • A patient receiving podiatry services
  • A family member, carer, or representative
  • An advocate acting on behalf of a patient (with consent where appropriate)

Time Limits

Complaints should ideally be made within 12 months of the event or as soon as reasonably possible after becoming aware of the issue. Complaints made outside this timeframe will be considered where there is a valid reason for delay.

How to Make a Complaint

Complaints may be made:

  • Verbally (in person or by telephone)
  • In writing (by email or letter)

Patients are encouraged to raise concerns as soon as possible so they can be resolved quickly and effectively.

Information to Include

To help us investigate, please provide:

  • Your name and contact details
  • The patient’s name (if different)
  • A clear description of the concern or complaint (what happened, when, and where)
  • Any supporting information, if available

Support can be provided if you need help making a complaint.

Acknowledgement

  • All complaints will be acknowledged within 2 working days of receipt.
  • You will be informed of who is handling your complaint and the next steps in the process.

Investigation and Handling

  • Complaints will be investigated objectively, fairly, and confidentially.
  • Relevant staff members may be involved to ensure a full and accurate review.
  • We aim to provide a full response within 10 working days.
  • If the investigation requires more time, you will be kept informed and given a revised timeframe.

Outcome and Response

Once the investigation is complete, you will receive a written or verbal response that includes:

  • A summary of the findings
  • Any apologies where appropriate
  • Actions taken or planned to address the issue
  • Measures to reduce the risk of recurrence

Escalation and External Review

If you are not satisfied with the outcome, you may request a further review by senior management.

If the complaint cannot be resolved internally, you may escalate it to:

  • The Independent Sector Complaints Adjudication Service (ISCAS) (if applicable), or
  • Seek independent advice or support from a patient advocacy service.

Please note that the Care Quality Commission (CQC) does not investigate individual complaints but may be informed about concerns relating to standards of care.

Professional Standards

All complaints are handled in line with:

  • HCPC Standards of Conduct, Performance and Ethics
  • HCPC Standards of Proficiency for Podiatrists

Where a complaint raises concerns about professional practice, appropriate action will be taken.

Confidentiality and Non-Retaliation


• All complaints are managed confidentially and in accordance with data protection legislation.
• Making a complaint will not affect current or future care or treatment.

Learning and Improvement

  • All complaints are recorded and reviewed.
  • Learning from complaints is used to improve service delivery, staff training, and clinical governance.
Scroll to Top