The Farjo Hair Institute is committed to providing you with a high-quality service, which we expect to maintain throughout the duration of your procedure. For this level of service to be fully appreciated by you, we would first ask you to read through the information which we have supplied in relation to the treatment you are interested in undergoing. Please ensure that you fully understand the extent of the treatment including its limitations and side effects and take note of the requirements on your part. Having a relative or friend with you at the consultation is always beneficial.
Any questions or concerns about your intended treatment which cannot be answered by our patient advisor, should be directed to the nurse or doctor involved in the procedure in person or contact us by telephoning or email (see below).
If you have any complaint or issues arising because of your procedure, you should in the first instance contact your Patient Advisor or our Senior Administrator. Our staff is trained in anti-bullying and harassment issues; however, if you feel that you have been treated in an inappropriate manner contact us as below.
Senior Administrator: Emma Crespin
Contact Address: Farjo Hair Institute, 70 Quay Street, Manchester M3 3EJ
Tel: 0333 370 4004
E-mail: [email protected]
If you feel that at this stage, you are not fully satisfied you can put your concerns in writing and use our formal Complaint Resolution Procedure which meets with the requirements set out by the Independent Doctors Federation (IDF) for its members and the Independent Sector Complaints Adjudication Service (ISCAS).
The Complaint Resolution Procedure has three stages and reflects the principles of the ISCAS Code of Practice:
Stage 1 Local resolution within the individual practice
Stage 2 IDF Complaint Resolution Procedure to review the complaint
Stage 3 Independent Adjudication from ISCAS
Stage 1
To start the formal Complaint Resolution Procedure, you should write to:
Surgery Manager: Sara Roberts
Contact Address: 70 Quay Street, Manchester M3 3EJ
Tel: 0333 370 4004
E-mail: [email protected]
You should state what has caused you to have concerns and make your points clear. Please document when the relevant events took place and what results you expect from your complaint.
Complaints should normally be made as soon as possible at stage 1, and within 6 months of the date of the event complained about, or within 6 months of the matter coming to your attention. “The time limit may be extended by the Independent Healthcare Provider where the complainant has good reason for not making a complaint in the time limit (for example, where a complainant has been grieving), and there is a realistic opportunity of conducting a fair and effective investigation into the issues raised.”
We will send you an acknowledgement of your letter within three working days of receipt of the complaint (unless the practice is able to provide you with a full response within five days).
A full response to your complaint will be made within twenty days of the receipt of the complaint. If the investigation is still in progress after twenty days a letter will be sent to you explaining the delay and a full response made within five days of reaching a conclusion. In any event a holding letter will be sent every twenty days where an investigation is continuing.
If you remain dissatisfied following the final response from the practice, then you can request a review of your complaint, known as Stage 2 by writing to:
Complaint Manager
The Independent Doctors Federation
Lettsom House
11 Chandos Street
Marylebone
London
W1G 9EB
Please note that stages 2 and 3 falls within the ISCAS Code of Practice for Complaints Management. A copy of this can be obtained from the IDF or from ISCAS.
Attention is drawn to the sections which clearly explain what the Code does and does not cover. You should understand that if the complaint is not covered by the ISCAS code then stages 2 and 3 will not be available.
Stage 2
The IDF Complaint Resolution Procedure will consider your complaint and will undertake a review of the documentation, any correspondence, and the handling of the complaint at Stage 1. The complaint manager will write to you according to the IDF procedures and in any event within twenty days to either confirm the outcome at stage 1 or to offer an alternative resolution.
At this time, the IDF will advise you of your right to take the matter further to Independent Adjudication known as ISCAS and stage 3 in these procedures.
Throughout the process all information, documents, and records relevant to your complaint will be treated in the strictest confidence and no information will be divulged to any parties who are not involved in the IDF Complaint Resolution Procedure, unless required to do so by law.
Stage 3
This stage is only available to complainants who remain dissatisfied once Stage 1 and Stage 2 are exhausted.
A complainant should then request the Adjudication by writing to the Secretariat:
Independent Sector Complaints Adjudication Service (ISCAS)
Care of CEDR – Centre for Effective Dispute Resolution
International Dispute Resolution Centre
70 Fleet Street
London EC4Y 1EU
Tel: 0207 536 6091
Email: [email protected]
This written request for adjudication must be made within 6 months of the final determination by the IDF at Stage 2. The complainant at Stage 3 should provide reasons to explain the dissatisfaction with the outcome of Stage 2. The ISCAS Secretariat will seek confirmation from the IDF that Stage 2 has been completed.
The ISCAS Secretariat will notify the IDF of a request for Stage 3 made directly within ten days. The Secretariat will then be the main contact for the complainant once Adjudication is started. A complainant accessing this service will be asked to consent to release of records from the practice and the IDF relevant to the complaint and a report will be made to the complainant, the practice and the IDF.
Additional information for patients about ISCAS can be found at: https://iscas.cedr.com/
The Care Quality Commission
Our healthcare services are required to be registered by the Care Quality Commission (CQC) which regulates Health and Adult Social Care Services. The CQC does not investigate complaints but considers relevant information about practices providing regulated activities within the terms of the legislation. They can be contacted at:
CQC National Correspondence
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
IDF – www.idf.uk.net ISCAS- www.iscas.org.uk CQC – www.cqc.org.uk
Unacceptable behaviour by complainants
At each stage of the complaint procedure, it might be deemed that a patient’s behaviour is unacceptable. We have a policy in place to handle unacceptable behaviour of complainants.