R H J Baker Ltd Complaints Policy

Mr Baker and associated staff members aim to provide all of our patients with the highest standards of care and customer service. If we fail to achieve this, we will listen carefully and respond to complaints swiftly, acknowledging any mistakes and rectifying them so that we can make improvements to our service.

Responses at all stages are made quickly:

  • A member of staff will telephone the client within 24 hours of us being made aware of the complaint
  • A detailed written response will be sent within 20 working days
  • A letter will be sent to the client advising of any delays at a minimum every 20 days

RHJ Baker Ltd has a 3 stage process for handling complaints:

Stage 1: Local Resolution

Complaints should be raised directly with Mr Baker or his secretaries as soon as the matter first comes to the attention of the complainant and at least within 6 months. When a complaint is received via social media our aim is that the complainant is contacted by Mr Baker or his secretary within 48 hours of the complaint being seen (Instagram is checked once daily) with the aim of resolving the complaint at an early stage.

If unresolved, the patient will be invited to attend a meeting with Mr Baker and other relevant parties to talk through their concerns. All meetings & telephone conversations should be documented and followed up in writing to the complainant. An investigation will be undertake into the case and the complainant responded to directly. Reasonable assistance should be given to anyone needing help to make a complaint (such as a language barrier or a disability). Clients may escalate their complaint to the next stage within 6 months of the most recent correspondence.

Stage 2: Complaint Review

Patients who remain dissatisfied with the outcome of Stage 1 may request to have their complaint moved to Stage 2. A review of the investigation will be undertaken and Mr Baker reserves the right to refer the patient to another Consultant for a second opinion. The patient will be responded either upholding or not upholding the complaint.

Stage 3: Independent external adjudication by the Independent Sector Complaints Adjudication Service (ISCAS) www.iscas.org.uk

Clients who remain dissatisfied with the outcome of the complaint handling review at Stage 2 can make a request in writing within 6 months of the final response to Stage 2 to ISCAS. ISCAS will only become involved if the first 2 Stages of the process have been completed as confirmed by RHJ Baker Ltd. Patients also have the right to inform the following regulatory body:

Care Quality Commission (CQC) – England: 03000 616161 – www.cqc.org.uk