Complaints Policy

Complaints Policy                                                        Jennifer Crane – Phlebotomy Services

Policy Title: Complaints Policy and Procedure
Effective Date: 17/05/2026
Review Date: 17/05/2027
Version: 1.0
Approved By:  Jennifer Crane

  1. Purpose

Jennifer Crane is committed to providing safe, effective, compassionate, and high-quality phlebotomy services. We welcome feedback, compliments, concerns, and complaints as an opportunity to improve our services and patient experience.

This policy sets out the procedure for handling complaints in accordance with the requirements of the Care Quality Commission (CQC), the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009, and relevant data protection legislation.

  1. Scope

This policy applies to:

  • Jennifer Crane as a sole provider
  • All patients and service users receiving phlebotomy or related services
  • Complaints made by relatives, carers, advocates, or representatives acting on behalf of a patient
  1. Policy Statement

Jennifer Crane will:

  • Treat all complaints seriously and respectfully
  • Ensure complaints are handled fairly, efficiently, and confidentially
  • Ensure complainants are not discriminated against or treated unfairly as a result of making a complaint
  • Respond to complaints openly and honestly
  • Learn from complaints to improve service quality and patient safety
  • Maintain records of complaints and actions taken
  1. What Is a Complaint?

A complaint is any expression of dissatisfaction about the service, care, treatment, conduct, or behaviour of staff, whether justified or not, requiring a response.

Complaints may relate to:

  • Clinical care or treatment
  • Staff attitude or behaviour
  • Appointment scheduling or delays
  • Communication issues
  • Privacy or confidentiality concerns
  • Billing or administrative matters
  • Cleanliness or environment
  • Consent procedures
  1. How to Make a Complaint

Complaints can be made:

By Email

jen@yumnutrition.org

By Telephone

07990513597

In Writing

Jennifer Crane

51 Kent Avenue,

West Wick,

Weston Super Mare

BS24 7FL

In Person

Patients may speak directly with Jennifer Crane

  1. Timeframe for Making Complaints

Complaints should normally be made:

  • Within 12 months of the incident occurring; or
  • Within 12 months of the complainant becoming aware of the issue

Complaints outside this timeframe may still be considered where there is good reason for the delay.

  1. Complaint Handling Procedure

Stage 1 – Acknowledgement

  • Complaints will be acknowledged within 3 working days
  • The complainant will receive:
    • Confirmation that the complaint has been received
    • Information about the complaints process
    • Expected timescales for investigation and response

Stage 2 – Investigation

The complaint will be investigated by Jennifer Crane, or MedSu.

The investigation may include:

  • Reviewing clinical records
  • Speaking with staff involved
  • Reviewing policies and procedures
  • Gathering statements or evidence

Stage 3 – Response

A written response will usually be provided within 20 working days. If more time is required, the complainant will be informed of the reason for the delay and given an updated timeframe.

The response will include:

  • A summary of the complaint
  • Findings of the investigation
  • An apology where appropriate
  • Actions taken or planned to prevent recurrence
  • Information about escalation options if dissatisfied
  1. Escalation

If the complainant remains dissatisfied after receiving the final response, they may contact:

Care Quality Commission (CQC)

Care Quality Commission

The CQC does not investigate individual complaints but welcomes information about services.

Parliamentary and Health Service Ombudsman

Parliamentary and Health Service Ombudsman

The Ombudsman may investigate unresolved complaints about healthcare services.

  1. Confidentiality

All complaints will be handled confidentially and in accordance with:

  • UK GDPR
  • Data Protection Act 2018
  • Duty of Confidentiality principles

Complaint records will be stored securely and only accessible to authorised personnel.

  1. Equality and Accessibility

Jennifer Crane is committed to ensuring the complaints process is accessible to all individuals.

Support may include:

  • Large print documentation
  • Assistance for individuals with disabilities
  • Interpreter or translation services where appropriate
  • Allowing advocates or representatives to act on behalf of patients
  1. Learning From Complaints

Complaints will be reviewed regularly to identify:

  • Trends or recurring issues
  • Risks to patient safety
  • Opportunities for service improvement
  • Staff training needs

Actions arising from complaints will be documented and monitored.

  1. Record Keeping

Jennifer Crane will maintain a complaints log including:

  • Date complaint received
  • Nature of complaint
  • Investigation undertaken
  • Outcome
  • Actions implemented
  • Date closed

Records will be retained in line with legal and regulatory requirements.

  1. Related Policies

This policy should be read alongside:

  • Duty of Candour Policy
  • Safeguarding Policy
  • Data Protection and Confidentiality Policy
  • Incident Reporting Policy
  • Consent Policy
  1. Responsibilities

Registered Manager

Responsible for:

  • Overseeing complaint investigations
  • Ensuring compliance with CQC requirements
  • Implementing improvements arising from complaints
  • Treating concerns seriously
  • Reporting complaints promptly
  • Cooperating fully with investigations
  • Maintaining professionalism and confidentiality