BrisDoc is committed to providing high-quality, patient-centred services and welcomes feedback, concerns, compliments, and complaints as valuable opportunities to improve care.
Complaints provide important insight into the experiences of patients and service users, helping to identify areas for improvement, enhance patient safety, and support the delivery of high-quality care.
This policy sets out the framework for the effective management of complaints received by BrisDoc. It aims to ensure that concerns raised by patients, carers, relatives, representatives, and other service users are handled fairly, promptly, consistently, and in confidence through clear and accessible procedures.
BrisDoc will treat all complaints seriously and investigate them thoroughly, impartially, and in a timely manner, taking into account any Duty of Candour requirements. This policy defines the processes and responsibilities for receiving, investigating, responding to, and closing complaints in line with organisational policies and relevant guidance.
BrisDoc is committed to being open and honest with complainants and staff, and to ensuring that learning from complaints is shared effectively across the organisation to support continuous improvement and the delivery of safe, effective, and patient-centred services.