Last Updated: 03 August, 2025
Who we are
Website: https://www.comfortscan.co.uk
Service Provider: Comfort Scan Ltd, a registered company in the UK and CQC Registered Service Provider (referred to as “we,” “us,” or “our”)
1-INTRODUCTION
This policy outlines procedures and responsibilities within Comfort Scan Ltd (“the Organisation “) for handling any concerns, issues or complaints that may arise.
2-RELEVANT CQC FUNDAMENTAL STANDARD/H+SC ACT REGULATION (2014)
- Regulation 16: “Complaints”.
3-PURPOSE AND OBJECTIVES
The purpose of this policy is to ensure that service users’ complaints or concerns are correctly managed.
Comfort Scan Ltd, although an independent body, aspires to meet the principles set out in the NHS Constitution, which are:
- The right to have any complaint made about our services dealt with efficiently and to have it properly investigated.
- The right to know the outcome of any investigation into a complaint.
- The right to take a complaint to an independent review (Like CQC and or CeDR) if the complainant is not satisfied with the way their complaint has been dealt with by us
- The commitment to ensure service users are treated with courtesy and receive appropriate support throughout the handling of a complaint; and the fact that they have complained will not adversely affect their future treatment.
- When mistakes happen, they shall be acknowledged; an apology made; an explanation given of what went wrong; and the problem rectified quickly and effectively.
- Demonstrating a commitment to ensure that the organisation learns lessons from complaints and claims and uses these to improve our services.
This policy serves to indicate how issues concerning service user concerns or complaints should be managed within the organisation.
4-DUTIES AND RESPONSIBILITIES
- The Registered Manager holds overall responsibility for ensuring the development, implementation and operation of this policy regarding complaints.
- The Registered Manager will also lead and oversee the process of the implementation of this policy, as well as monitoring its compliance and effectiveness.
Our Manager will be:
- Responsible for managing the procedures for handling and considering complaints.
- Ensuring that replies are drafted and signed by the CQC Registered Manager or another authorised person.
- Responsible for ensuring that action is taken, if necessary, in the light of the outcome of a complaint or investigation.
- Responsible for the effective management of the complaint procedure.
5-POLICY STATEMENT
Everyone has the right to expect a positive experience and a good treatment outcome. In the event of concern or complaint, service users have a right to be listened to and to be treated with respect.
As an authorised provider, Comfort Scan Ltd will manage complaints properly so user concerns are dealt with appropriately. Good complaint handling matters because it is an important way of ensuring our users receive the service they are entitled to expect.
Complaints are also a valuable source of feedback; they provide an audit trail and can be an early warning of failures in service delivery. When handled well, complaints provide an opportunity to improve service and reputation.
6-COMPLAINTS PRINCIPLES
- Service users are encouraged to provide suggestions, compliments, concerns and complaints, and we offer a range of ways to do it.
- 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.
- Service users and staff can make complaints on a confidential basis or anonymously if they wish, and be assured that their identity will be protected.
- Service users will not to be discriminated against or suffer any unjust adverse consequences as a result of making a complaint about standards of care and service.
7-COMPLAINTS PROCEDURE
Comfort Scan Ltd aims to provide all Patients with the highest standards of care and customer service. If we fail to achieve this, we listen carefully and respond to complaints swiftly acknowledging any mistakes and rectifying them so that we can make improvements to our service. The complaints full policy is made available to patients, their affected relative or a representative when they first raise concerns about any aspect of the service they have received.
There will be 3 stages to the Provider’s complaints process: –
- Stage 1 – Local resolution;
- Stage 2 – Internal appeal;
- Stage 3 – Independent external
Stage 1 – Local Resolution
- All complaints should be raised directly with the CQC Registered Manager (or Complaints Manager if different) in the first instance and should normally be made as soon as possible / within 6 months of the date of the event complained about, or as soon as the matter first came to the attention of the
- The Patient will be given a copy of the complaints procedure and invited to attend a face-to-face meeting with the CQC Registered Manager (or Complaints Manager if different) and other relevant parties to talk through their concerns and to try and resolve the issue at an early stage.
- The CQC Registered Manager (or Complaints Manager if different) will go through a thorough process of investigation to include reviewing the case in detail and taking statements from all staff members/sonographers concerned. The CQC Registered Manager (or Complaints Manager if different) responds directly to the person who has made the complaint, whether the complaint was made verbally, by letter, text or email.
- To make a formal complaint the complainant should write or e-mail to Provider clearly stating the nature of their complaint and as much detail concerning dates, times and if known names of staff members. This will enable us to acknowledge and address the issues raised promptly and effectively to:
Registered Manager
Comfort Scan Ltd
29 Crispin Road, Bradville
Milton Keynes
MK13 7BS
Email the Registered Manager – contact@comfortscan.co.uk
Telephone: +447407618444
or meet face-to-face with the Registered Manager at the above address on a date and a time that is convenient for both parties.
- The CQC Registered Manager (or Complaints Manager if different) will acknowledge receipt of a written complaint, to the complainant’s postal address provided (or via email) within 3 working days of receipt (unless a full reply can be sent within 5 days).
- The CQC Registered Manager (or Complaints Manager if different) or their designated person will investigate all complaints. Where the Provider is unclear on any point or issue regarding the complaint, it will contact the complainant to seek clarification.
- A full response to the complaint will usually be made within 20 working days or, where the investigation is still in progress, send a letter explaining the reason for the delay to the complainant, at a minimum, every 20 working days. The aim should be to complete stage 1 in most cases within three months.
In the event that the complainant is dissatisfied with the response to their complaint they can escalate their complaint to Stage 2, and must do so in writing, within 6 months of the final response to their complaint at Stage 1.
Stage 2 – Complaint Review
- If the complainant escalates their complaint to Stage 2, the CQC Registered Manager (or Complaints Manager if different) will provide a written acknowledgement to the complainant within 3 working days of receipt of their complaint at Stage 2 (unless a full reply can be sent within 5 working days).
- The CQC Registered Manager (or Complaints Manager if different) will have arrangements in place by which to conduct an objective review of the complaint. Normally this will involve a senior member of staff who has not been involved in handling of the complaint at stage 1.
- Stage 2 shall involve a review of all the documentation and may include interviews with relevant staff. The records made as part of the stage 2 review should be complete and retained since these may be required for a stage 3 process.
- Provide a review of the investigation and the response made at stage 1.
- The complainant should be kept informed when this happens.
- Consider whether the review at stage 2 would be supported by facilitating a face-to-face meeting (or teleconference, where acceptable) between the complainant and those who responded to the complaint at stage 1.
- Provide a full response on the outcome of the review within 20 working days or, where the investigation is still in progress, send a letter explaining the reason for the delay to the complainant, at a minimum, every 20 working days.
- The aim should be to complete the review at stage 2 in most cases within three months.
At Stage 3:
At Stage 3 complainants have the right to an independent external adjudication of their complaint.
a.CEDR Services Ltd. 100 St. Paul’s Churchyard, London EC4M 8BU
T: +44 (0)20 7520 3800
W: www.cedr.com
- An application to use this Scheme must be made by the patient on the designated application form which will be accessible on the CEDR website.
- Upon receipt of a properly completed application form CEDR will aim to appoint the mediator within 5 working days and will inform the parties accordingly
b.Raising the matter with the Care Quality Commission.
Phone: 03000 616161
Email us at: enquiries@cqc.org.uk
Look at our website at: www.cqc.org.uk
c. Contact the Citizens Advice Service
Citizens Advice provides free, confidential and independent advice from over 3,000 locations, including in their bureaux,
GP surgeries, hospitals, colleges, prisons and courts. Advice is available face-to-face and by phone.
d.Seeking assistance from the Patients Association
visit: https://www.patients-association.org.uk/helpline
8-MANAGING COMPLAINTS
- All staff are expected to encourage service users to provide feedback about the service, including complaints, concerns, suggestions and compliments.
- Staff are expected to attempt resolution of complaints and concerns at the point of service, wherever possible and within the scope of their role and responsibility.
9-PROMOTING FEEDBACK
At Comfort Scan Ltd., we ensure that information about how to raise a concern or complaint is accessible to all service users. We provide this information through a variety of channels, including:
- On our website, under the “Contact Us” and “Complaints Procedure” sections. In our booking confirmation emails and any service-related correspondence.
- Verbally, when staff interact with patients during appointments or bookings, ensuring patients feel comfortable providing feedback.
- By including information in any leaflets or documents provided to patients.
- Patients are encouraged to share feedback directly with the clinician or via our online contact form.
10-COMPLAIN ASSESSMENT
After receiving a formal complaint, our CQC Registered Manager reviews the issues in consultation with relevant staff in order to decide what action should be taken, consistent with the risk management procedure.
11-RECORDS AND PRIVACY
- Personal information in individual complaints is kept confidential and is only made available to those who need it to deal with the complaint.
- Complainants are given notice about how their personal information is likely to be used during the investigation of a complaint.
- Service users are provided with access to their medical records in accordance with our Subject Access policy. Others requesting access to a service user’s medical records as part of resolving a complaint are provided with access only
- if the service user has provided authorisation in accordance with the Subject Access policy.
12-COMPLAINTS ABOUT INDIVIDUALS
Where an individual staff member has been mentioned specifically by a complainant, the matter will be investigated by the relevant manager or supervisor, who will:
- Inform the staff member of the complaint made against them.
- Ensure that, if possible, the member of staff does not have any contact with the complainant during the investigation period, or afterwards if deemed appropriate;
- Ensure fairness and confidentiality are maintained during the investigation; and
- Encourage the staff member to seek advice from their professional association/body, if desired.
The staff members will be asked to provide a factual report of the incident, identify systems issues that may have contributed to the incident and suggest possible preventive measures.
Where the investigation of a complaint results in findings and recommendations about individual staff members, the issues are addressed through the Disciplinary or other appropriate process
13-VEXATIOUS COMPLAINTS
At Comfort Scan Ltd., we are committed to handling all complaints fairly, consistently, and with respect. However, in rare cases where a complainant’s behaviour becomes unreasonable, aggressive, or repetitive despite the complaint being appropriately handled, we may need to implement formal measures to protect staff wellbeing and ensure the efficient use of resources.
In such cases, some or all of the following formal provisions will apply and will be communicated to the patient:
- The complaint will be managed by one named individual at senior level who will be the only contact for the patient.
- Contact will be limited to one method (e.g., written only).
- Time limits will be set for responses.
- Communication frequency may be restricted.
- A witness may be present for all contacts
- Repeated complaints about the same issue will not be reconsidered.
- Closed matters will only be acknowledged, not reopened.
- Behaviour standards will be clearly set.
- Irrelevant or excessive documents may be returned.
- All actions will be fully documented.
14-MONITORING AND EVALUATION
The CQC registered manager continuously monitors the amount of time taken to resolve complaints, whether recommended changes have been acted on and whether satisfactory outcomes have been achieved.
The Registered Manager annually reviews the complaints management system to evaluate if the complaints policy is being complied with and how it measures up against best practice guidelines. As part of the evaluation, users and staff will be asked to comment on their awareness of the policy and how well it works in practice.