COMPLAINTS POLICY

POLICY STATEMENT

At Dr Kania, every patient has the right to expect a professional, safe, and positive experience with the best possible treatment outcome.
In the event of concern or dissatisfaction, patients have the right to be listened to and treated with respect.

We view all feedback — including complaints — as a valuable source of learning and continuous improvement. Properly managed, complaints enhance service quality, patient trust, and clinical standards.

AIMS & OBJECTIVES

  • To provide high-quality, patient-centred care that meets individual needs.

  • To encourage and welcome all forms of feedback from patients and team members.

  • To maintain a fair, transparent, and accessible complaints process.

  • To foster a culture of openness, accountability, and continuous improvement.

COMPLAINTS PROCESS

Patients are encouraged to raise any concerns regarding treatment or service either directly with their clinician or by contacting the clinic via:
📧 contact@drewkania.co.uk
📞 +44 (0)7935 133 150

Patients and staff may also use a Feedback or Complaints Form to record concerns, suggestions, or compliments.

All complaints are treated confidentially, with sensitivity and fairness — regardless of severity. Anonymous or confidential submissions are respected, and complainants will not experience any discrimination or disadvantage as a result of raising a concern.

MANAGING COMPLAINTS

  • All clinicians and staff are encouraged to proactively seek and respond to patient feedback.

  • Wherever possible, issues should be resolved immediately at the point of service.

  • If the issue cannot be resolved, it will be escalated for formal review by Dr Kania.

RESOLUTION PROCEDURE

Where a complaint is made:

  1. The patient will receive an acknowledgment within 48 hours.

  2. An expression of regret will be offered for any inconvenience or distress.

  3. The situation will be reviewed and investigated fairly.

  4. An explanation and proposed solution will be provided.

  5. Confirmation will be sought that the patient is satisfied with the resolution.

If unresolved at the point of care, the complaint will be treated as a formal complaint and reviewed by Dr Kania directly.

IF THE COMPLAINT IS NOT RESOLVED

Formal complaints requiring further action will be investigated by Dr Kania, who will:

  • Review all relevant records, feedback, and communications.

  • Consult any clinicians or staff involved.

  • Provide a clear written response within 10–35 days.

If the matter cannot be resolved internally, patients will be signposted to an independent dispute resolution provider, such as Save Face Ltd, or other Chartered Trading Standards Institute (CTSI)-approved ADR providers, in accordance with The Alternative Dispute Resolution Regulations (2015).

RESPONSIBILITIES

Dr Kania is responsible for:

  • Overseeing all complaint investigations and resolutions.

  • Maintaining a secure complaints register.

  • Conducting risk assessments and audits.

  • Ensuring trends and recurring issues are addressed through quality improvement.

  • Reporting on complaint outcomes during internal clinical reviews.

  • Ensuring compliance with professional and regulatory obligations (GMC, NMC, GDC, or other relevant bodies).

TRAINING

All staff receive induction and ongoing training on:

  • Managing complaints and difficult conversations.

  • Understanding the complaints policy and patient rights.

  • Learning from case studies and service reviews.

Regular audits are conducted to ensure compliance and reinforce best practice.

PROMOTING FEEDBACK

Information about this Complaints Policy is available:

  • On the Dr Kania website

  • Via the clinic’s feedback materials and patient literature

  • Through discreet suggestion boxes and direct communication with team members

Patients are encouraged to provide both positive and constructive feedback at all times.

RECORD KEEPING & CONFIDENTIALITY

All complaints, whether verbal or written, are documented and stored securely.
Confidentiality is strictly maintained, and information is shared only with those directly involved in resolution.

Complainants are informed of how their information is used during the process.
Patient records are only accessed or shared with consent, in line with the clinic’s Confidentiality Policy and data protection obligations.

INVESTIGATION & FAIRNESS

Each complaint will be reviewed objectively and without bias.
Where a clinician or staff member is named, they will be informed of the complaint and treated fairly throughout the process.

Dr Kania will ensure:

  • No assumptions are made before investigation.

  • All parties are heard respectfully.

  • Findings are based on factual evidence.

  • Recommendations are made for improvement, where necessary.

REPORTING & MONITORING

Dr Kania maintains a record of:

  • All feedback and complaints received.

  • Actions taken and outcomes achieved.

  • Trends and lessons learned.

Periodic reviews are carried out to assess complaint handling efficiency, identify systemic issues, and measure patient satisfaction with the process.

An annual quality review summarises:

  • Complaint themes and outcomes.

  • Improvements implemented.

  • Results from patient satisfaction surveys.

EXTERNAL REFERENCES

This policy aligns with the guidance and standards set by:

  • General Medical Council (GMC)

  • Nursing & Midwifery Council (NMC)

  • General Dental Council (GDC)

  • General Pharmaceutical Council (GPhC)

  • Chartered Institute of Trading Standards (CTSI)

CONTACT INFORMATION

Dr Kania
Belgravia | Knightsbridge | London
📧 contact@drewkania.co.uk
📞 +44 (0)7935 133 150

LAST UPDATED: October 2025