If something goes wrong

• We aim to provide a service that meets the needs of our patients, and we strive for a high standard of care.
• We welcome suggestions from our patients and staff about the safety and quality of the service we provide.
• We support a culture of openness and willingness to learn from incidents, including complaints.
• Patients are encouraged to provide suggestions, compliments, concerns and complaints, and we offer a range of ways to do this.
• All complainants are treated with respect, sensitivity and confidentiality.
• All complaints are handled without prejudice or assumptions about how minor or serious they are. The emphasis is on resolving the problem.

• All clinicians and staff are expected to encourage patients to give feedback about the service, including complaints, concerns, suggestions and compliments.
• Clinicians and staff are expected to attempt resolution at the point of service wherever possible, within the scope of their role and responsibility.

Our general manager will take the following steps:

• A telephone call to acknowledge the complaint.
• An explanation, or information about what is known, without speculating or blaming others.
• Considering the problem and the outcome you are seeking, and proposing a solution.
• Confirming that you are satisfied with the proposed solution.

We will respond to a comment or complaint as quickly as possible. We will call you with an initial acknowledgement, and an email will follow within three working days of receipt.

The clinical manager carries out investigations to identify what happened, the underlying causes, and preventative strategies. Information is gathered from:

• Talking to clinicians and staff directly involved.
• Listening to the complainant’s views.
• Reviewing medical records and other records.
• Reviewing relevant policies, standards or guidelines.

Call 02394 002742 or email info@kaizenmedical.co.uk. If you would rather write, our address is Kaizen, 7 Brook Lane, Warsash, Southampton, SO31 9FH.