Grievance Resolution Process

Midlands Woman’s Health Patient Feedback and Complaints Process

At Midlands Woman’s Health, we strive to offer exceptional healthcare services aimed at improving our patients' quality of life. We recognize, however, that there may be instances where our service does not meet expectations. We view such instances not merely as criticisms but as valuable opportunities to enhance our services. Our comprehensive complaints process is designed to address any dissatisfaction efficiently and to foster an environment of continuous improvement and transparency. Below, we elaborate on each stage of our complaints process to ensure that you understand how to navigate it should the need arise.

Initiating a Complaint

Submission Method: Complaints can be conveyed either verbally or in writing, though we strongly encourage written submissions to ensure accuracy and thoroughness in documenting your concerns. Written complaints can be emailed directly to contact@mwh.services or sent by post to our main office. This allows us to fully understand and address your concerns with the appropriate seriousness and attention.

Contact Information: For any questions or if you prefer to make a complaint by phone, you may reach us at 07553 150507.

Timing: To ensure timely and relevant responses, we request that Stage 1 complaints be submitted within six months of the incident that prompted your feedback.

Response Timelines and Process: Stage 1

Acknowledgment: We commit to acknowledging receipt of all Stage 1 complaints in writing within two business days, affirming our prompt attention to your concerns.

Investigation: Following acknowledgment, a comprehensive investigation into your complaint will be initiated. Our goal during this stage is not only to address the specific incident but also to identify any underlying issues that may need rectification.

Resolution: We aim to resolve all Stage 1 complaints within 14 business days, culminating in a detailed written response that outlines our findings, the steps taken during our investigation, and the resolution achieved. We understand the importance of clarity and closure for our patients.

Extended Investigations: For more complex cases that require additional investigation beyond the standard 14-day resolution period, we will maintain open and transparent communication with you, providing regular updates on the status of your complaint.

Escalation Process: Stage 2

Procedure for Escalation: If the resolution provided at Stage 1 does not meet your satisfaction, you have the option to escalate the matter to Stage 2, involving an internal independent review. This escalation must be requested in writing within six months following the receipt of our Stage 1 response.

Review and Response: The Stage 2 review is designed to reassess your complaint and the initial response provided, ensuring an impartial and thorough evaluation. A detailed written outcome of this review will be provided within 20 business days. In the event that the review is ongoing past this timeframe, a letter explaining the delay and the expected resolution timeline will be sent to you.

Further Escalation: Stage 3

Independent External Adjudication: Should the Stage 2 review not resolve your concerns to your satisfaction, you are entitled to seek an independent external adjudication through the Independent Sector Complaints Adjudication Service (ISCAS) at Stage 3. This step should be taken within six months from the date of the Stage 2 response and involves submitting a written complaint to ISCAS CEDR at their specified address.

ISCAS CEDR 3^rd Floor 100 St. Pauls Churchyard, London, EC4M 8BU, 020 7536 6091

This service is provided at no cost to you, ensuring accessibility and fairness in the resolution process.

Confidentiality and Improvement Measures

Record-Keeping: Midlands Woman’s Health maintains a confidential register of all complaints as part of our commitment to transparency and accountability. This register is essential for internal review and is shared with the Commission annually, as required.

Learning and Development: We anonymize and share details of valid complaints with our staff to foster a culture of learning and continuous improvement. This practice allows us to collectively reflect on our services and implement necessary changes, viewing each complaint as an opportunity for positive development.

This detailed explanation of our complaints procedure underscores Midlands Woman’s Health Services dedication to patient satisfaction, transparency, and the delivery of high-quality healthcare services. We are committed to listening to our patients, addressing their concerns, and continuously improving our practices based on their feedback.