Last updated: 24/01/2023

Process

If you are unhappy with the services you have received from Dr Nick Walsh, who is a visiting consultant working with the Priory, 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 speak with my Practice Manager, Ms Ranya Eissa, in the first instance.

If you are not fully satisfied you can put your concerns in writing and use the 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 & Priory 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.

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:

If you are a Priory patient, you should contact the Priory location where you saw Dr Walsh:

HayesGrove@priorygroup.com
Fenchurch@priorygroup.com
HarleyStreet@priorygroup.com

If you are not a Priory patient, or are not sure:

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

Practice Manager: Ms Ranya Eissa
Email address: Ranya.Eissa@lips.org.uk

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. As we work alongside the Priory details are passed to the Centre Manager who will take over investigation of the complaint and contact you directly on my behalf within the timeframes laid down in their Complaints Policy.

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 Dr Walsh 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 by the appropriate Priory Centre Manager. 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 by the Priory 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:

Stage 2

At this point the Complaint Resolution Procedure will consider your complaint. You will be kept informed on a regular basis as detailed in the Stage 2 processes.

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 3 working days

ISCAS will seek confirmation from the IDF & the Priory 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.uk.net

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.