Make a Complaint

At EdgCARE Private Community Family Doctors, we are committed to providing the highest possible standard of care to our patients.

However, we recognise that sometimes patients may feel unhappy with an aspect of the care they have received or the service provided. If this happens, we want to hear from you so that we can investigate your concerns fully and learn from your feedback.

We take all complaints seriously and will ensure that they are handled fairly, promptly and confidentially.

Making a complaint will not affect the care or treatment you receive from EdgCARE.

How to Make a Complaint

If you wish to make a complaint, we ask that you submit your concerns in writing where possible so that we can fully understand the issue and investigate appropriately.

You can send your complaint by:

Email
info@edgcare.co.uk

Post
EdgCARE Private Community Family Doctors
(Insert practice address)

What to Include in Your Complaint

To help us investigate your concerns effectively, it is helpful if you include:

Your name and contact details
The name of the patient involved (if different from you)
A clear description of the issue or concern
The date or approximate dates when the events occurred
The names of staff involved, if known
Any relevant documents or supporting information
The outcome you would like from your complaint

If you are making a complaint on behalf of another patient, we may require their written consent before we can discuss their care with you.

Our Complaints Process

EdgCARE operates a three-stage complaints process to ensure that concerns are investigated thoroughly and fairly.

Stage 1 – Investigation

Once we receive your complaint, we will acknowledge it and begin an investigation.

A senior member of the EdgCARE team will review the details of your complaint. This may include reviewing clinical records, speaking with the clinicians or staff involved, and considering relevant policies or procedures.

If necessary, we may contact you to request further information or to clarify aspects of your complaint.

Following the investigation, we will provide a written response explaining the findings and any actions taken.

Stage 2 – Internal Review

If you are not satisfied with the outcome of the Stage 1 investigation, you may request an internal review of the complaint.

At this stage, the complaint will be reviewed by a senior clinician or director who was not previously involved in the investigation. The original investigation and findings will be reassessed and further information may be requested if necessary.

You will then receive a further written response outlining the outcome of the review.

Stage 3 – Independent External Review

If you remain dissatisfied after completing Stage 1 and Stage 2, you may request an independent external review of your complaint.

The organisation responsible for this review depends on the professional body with which the clinician involved in your care is registered.

Independent Sector Complaints Adjudication Service (ISCAS)

For many clinicians working in the independent healthcare sector, complaints that remain unresolved following the internal complaints procedure may be referred to the Independent Sector Complaints Adjudication Service (ISCAS).

ISCAS provides an independent adjudication service for complaints relating to private healthcare providers once the provider’s internal complaints process has been completed.

During this stage:

An independent adjudicator will review the complaint and the responses provided during earlier stages
Relevant documentation and clinical records may be examined
Independent clinical expert advice may be obtained where appropriate

ISCAS will then issue a formal adjudication.

More information is available at:
https://www.iscas.org.uk

Independent Doctors Federation (IDrF)

Some clinicians at EdgCARE Private Community Family Doctors are members of the Independent Doctors Federation (IDrF).

Where a complaint relates to a doctor who is registered with the IDrF, the complaint may instead be referred through the IDrF complaints resolution process once EdgCARE’s internal complaints procedure has been completed.

The Independent Doctors Federation (IDrF) represents doctors working in independent medical practice in the United Kingdom and supports professional standards, clinical governance and patient safety.

During this stage:

The complaint will be reviewed through the IDrF complaints procedure
Independent clinical expert opinion may be obtained
The complaint and responses from earlier stages will be reviewed

Following this review, the IDrF will issue a formal determination or adjudication.

More information is available at:
https://www.idrf.co.uk

Our Commitment to Patients

Patient feedback is an important part of helping us maintain and improve the quality of care we provide.

All complaints will be handled:

Promptly and fairly
Confidentially
In accordance with data protection legislation
Without prejudice to your ongoing care

Next Steps

If, following the independent review, you are still not satisfied with our response you are entitled to seek further external action. You can complain directly to the Care Quality Commission, details below (regulator for hospitals in England).

Care Quality Commission

Tel: 0300 061 6161

Email: enquiries@cqc.org.uk

Phone lines are open Monday to Friday, 8.30am to 5.30pm, excluding bank holidays.