Complaints Policy

Document Control

A. Confidentiality Notice

This document and the information contained therein is the property of Queens Clinic.

This document contains information that is privileged, confidential or otherwise protected from disclosure. It must not be used by, or its contents reproduced or otherwise copied or disclosed without the prior consent in writing from Queens Clinic.

  1. Document Details
Classification: Internal
Author and Role: Galina Burstinsca, healthcare assistant & Complaints Manager

Dr Ahmed Ismail, Gynaecologist Consultant & Responsible Person

Organisation: Queens Clinic
Document Reference: Operational
Current Version Number: 1
Current Document Approved By: SH & Dr AI
Date Approved: April 2022
Review Date April 2023
  1. Document Revision and Approval History
Version Date Version Created By: Version Approved By: Comments
1 April 2021  SH & Dr AI  SH & Dr AI Original

This Policy and Procedure complies with The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009, introduced on 1st April 2009 across health and social care.


  • Queens Clinic will take all reasonable steps to ensure that their staff are aware of and comply with this Procedure.
  • Queens Clinic has nominated Galina Burstinsca as their Complaints Manager, to be responsible for managing the procedures for handling and considering any concerns or complaints in accordance with the Policy and Procedures in place.
  • Queens Clinic has also nominated Dr Ahmed Ismail as its Responsible Person, to be responsible for ensuring compliance is maintained in adherence to all Policies and Procedures that are in place, and in particular ensuring that action is taken, if necessary, in the light of the outcome of a complaint.
  • Queens Clinic will take all reasonable steps to ensure that patients are aware of:
  • The Complaints and Comments Procedure
  • The Complaints and Comments Leaflet
  • The roles of the clinic, the CQC and the Health Service Ombudsman with regards to patient complaints.
  • The patient also has the right to escalate their complaint to the Health Service Ombudsman when they are dissatisfied with the initial response.
  • Their right to assistance with any complaint from the patient The Independent Complaints Advocacy Service (ICAS); Citizens Advice Bureaux, 111 and the Care Quality Commission
  • Queens Clinic Complaints and Comments Leaflet, the Clinic Leaflet and the website will be the prime information sources for implementing this policy and will be kept up to date and be made freely available to all Patients.
  • All complaints will be treated in the strictest of confidence.
  • Patients who make a complaint will not be discriminated against or be subject to any negative effect on their care, treatment or support.
  • Where a complaint investigation requires access to the patient’s medical records and involves disclosure of this information to a person outside the clinic, Stephanie Hudson, the Complaints Manager, will inform the patient or person acting on their behalf.
  • Queens Clinic will maintain a complete record of all complaints and copies of all related correspondence. These records will be kept separately from patients’ medical records.


All persons [patients, their families and/or visitors] who have a complaint should in the first instance, be directed to the clinic Manager, Stephanie Hudson. There should also be Complaints & Comments leaflet at reception that can be offered or handed to the person who wishes to make a complaint.

Receipt and acknowledgement of complaints

Queens Clinic may receive the following complaints:

  • A complaint made directly by the patient or former patient, who is receiving or has received treatment at the clinic.
  • A complaint made on behalf of a patient or former patient (with his/her consent) (please see consent policy), who is receiving or has received treatment at the clinic.
  • Where the patient is incapable of making a complaint, by a representative who has an interest in his/her welfare.
  • All complaints, whether written or verbal will be recorded by the complaints manager in the dedicated complaints register form and the summary log.
  • All written complaints will be acknowledged in writing within 3 working days of receipt and will enclose:
  • Conclusions of the investigation
  • What measures will be put in place to ensure this does not reoccur
  • Any lessons learnt, these will be shared at the clinic meetings
  • An explanation of what will happen next (e.g., what will be done, who will action this and when)
  • Information on what the person complaining should do if they still remain unsatisfied and wish to escalate the complaint, including full details on how to get in touch with the Health Service Ombudsman.

Queens Clinic will send the complainant a response within 28 working days signed by either, Galina Burstinsca [Interim Clinic Manager and the Complaints Manager] and/or Dr Ahmed Ismail [Consultant and the Responsible Person for all complaints] both nominated by the clinic.

  • The response will incorporate:
  • The written report
  • Confirmation as to whether the clinic is satisfied that any necessary action has been taken or is proposed to be taken
  • A statement of the complainant’s right to take their complaint to the Parliamentary and Health Service Ombudsman
  • If the clinic does not send the complainant a response within the first 28 working days the clinic will notify the complainant in writing accordingly and explain the reason why.

Unresolved Complaints

  • In situations where the person making the complaint can become aggressive or unreasonable, the clinic will instigate the appropriate actions within the guidelines of our ‘Zero Tolerance Policy.
  • Our Zero Tolerance Policy is available on request.

Complaints Register

To ensure the clinic monitors, handles and reviews complaints in a logical and timely manner, and to keep an audit trail of steps taken and decisions reached, the clinic records all individual complaints received on a dedicated complaints register (see Appendix A) and the combined complaints using a Summary Log. [The summary log is used to share information about complaints at staff meetings and annual complaints review meetings]

Annual Review of Complaints

  • In line with National Guidance, the clinic will supply the following information to the CQC when requested:
  • The number of complaints received
  • The issues that these complaints raised
  • Whether complaints have been upheld, on-going or resolved
  • The number of cases referred to the Ombudsman

Reporting a Summary of Complaints to the Care Quality Commission

Queens Clinic will adhere to the Care Quality Commission’s requirement of producing a summary of complaints at a time and in a format set out by the CQC and then send the summary within the timeframe specified.

You can also contact the following agencies for further information regarding any concerns / complaints:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank London SW1P 4QP

Tel: 0345 0154033



Care Quality Commission [CQC]

CQC National Correspondence


Newcastle Upon Tyne


Tel: 0300 61 61 61


Independent Complaints Advocacy Service (ICAS)

Tel. 0300 456 2370

Freedom of Information enquiries: [FoI]

You have the right to ask us for the recorded information we have about any subject.

This ‘right of access’ includes all non-confidential information about our work and also your own personal data.

How to ask us for information

If you make a request, try to be as specific as possible in order for us to be able to provide the information you want.

You can request:

Official information held by us: Freedom of Information Act (FOIA) 2000) or the Environmental Information Regulations (EIR) 2004.

Information about you: General Data Protection Regulation (GDPR). This aims to protect the information held about you by setting out how organisations find, keep and share that information. It also gives you certain rights to see that information.

Information about other people: These requests may come under several acts, such as the Access to Health Records Act.

Please visit the following site for more information:

You can also write or send an email directly to Queens Clinic:

75 Wimpole Street




Tel: 020 7935 5540