1. Purpose
 

VR Private Clinic is committed to delivering safe, high-quality, and patient-centred healthcare. We welcome all feedback and take complaints seriously as an opportunity to learn, improve, and uphold trust. This policy outlines how complaints are managed, in line with CQC Regulation 16 (Receiving and acting on complaints).
 

2. Scope
 

This policy applies to:

• Patients receiving care at VR Private Clinic (in-person or remotely)

• Their representatives or relatives

• Staff and contractors who become aware of concerns

Complaints may relate to clinical care, customer service, communication, waiting times, confidentiality, or administrative matters.
 

3. Complaints Process
 

Stage 1: Local Resolution
 

We encourage patients to raise concerns as soon as possible, ideally within 6 months of the event.

How to raise a complaint:
 

• Verbally (during or after the consultation)

• In writing:
  Email: info@vrprivateclinic.co.uk
  Post: VR Private Clinic, Strand House, 169 Richmond Road, Kingston upon Thames, KT2 5DA
   

Response timeframe:
 

• An acknowledgement will be sent within 2 working days.

• A full response will be provided within 28 working days.

• If the investigation requires more time, updates will be sent every 28 working days.

• The aim is to conclude Stage 1 within 3 months.
   

If you remain dissatisfied, you may escalate to Stage 2 within 6 months of receiving the Stage 1 final response.
 

Stage 2: Complaint Review
 

A further, independent review will be conducted by a senior clinician or team member not involved in the initial investigation.
 

What this involves:
 

• Review of documentation and case notes

• Further interviews/statements if needed

• Consideration of a telephone or in-person meeting

• Additional opportunities for staff response or patient clarification
   

Response timeframe:
 

• Acknowledgement within 3 working days

• Full response within 28 working days, with regular updates if delayed

• The review aims to be completed within 3 months
   

If unresolved, you may proceed to Stage 3.
 

Stage 3: Independent External Adjudication
 

If you are dissatisfied after Stage 2, you may refer your complaint to:

The Independent Sector Complaints Adjudication Service (ISCAS)
This service is only available once Stages 1 and 2 have been completed.

Contact details for ISCAS:

• Address: ISCAS, 70 Fleet Street, London, EC4Y 1EU

• Email: info@iscas.org.uk

• Telephone: 020 7536 6091

• Website: www.iscas.org.uk

A signed 'Statement of Understanding and Consent' is required for ISCAS to begin their adjudication.
 

4. Confidentiality
 

All complaints will be handled with discretion and in line with data protection laws (UK GDPR). Only those involved in the investigation will have access to the details.
 

5. Learning and Improvement
 

• Complaints are discussed at clinical governance meetings.

• Trends and themes are monitored quarterly.

• Policies, protocols, or training are updated accordingly.
   

6. Accessibility
 

This policy is available on request in alternative formats. We are happy to assist patients with additional needs (e.g. language support, disability access) in submitting complaints.