Diverse Diagnostics

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Table of Contents

1. Introduction
2. Purpose of Policy
3. Policy Statement
4. Scope
5. Definitions
6. Procedure
7. Responsibilities
8. Enforcement / Compliance
9. Related information

1. Introduction

According to the UK's legislation, Diverse Diagnostics provides an Independent Health Care Service. As a health care provider, it is our responsibility to establish a procedure if any patient or relative/carer or service user is considering making a complaint.

The complaints procedure in Scotland is governed by the Patient Rights (Scotland) Act 2011 and supporting legislation, aiming to enhance patients' experiences and involvement in healthcare. The act centralises the right to provide feedback and raise concerns or complaints.

It is crucial for Diverse Diagnostics to let us know if you are unhappy with our provided services. Hence, patients/service users can give feedback or make a complaint if they find it necessary.

Diverse Diagnostics services will be mainly provided through an online platform, where a feedback form will be available for all patients, relatives/carers, and service users. In case a complaint is needed, patients/service users can make it directly with Diverse Diagnostics.

Part of the ASD assessment will be completed face-to-face in our clinic located in Bearsden, Glasgow, by a Specialist ASD/ADHD Therapist, in accordance with the clinic’s policies, following Health Improvement Scotland requirements. Moreover, patients will be able to opt to have the first appointment face-to-face for children's ADHD assessment, ASD assessment, and other mental health disorders assessment, which will also be provided in our clinic by a Consultant Psychiatrist from Diverse Diagnostics, regulated under clinic’s own policies.

*Diverse Diagnostics has two separate clinics for face-to-face appointments, located in Belfast and London, both of which follow the same complaints procedure/policy.

In the case of Diverse Diagnostics, complaints may relate to quality of care and treatment, care environment or equipment issues, treatment by staff, operational and procedural issues, and more. Complaints can be made by anyone affected by an act or omission of a service/provider, and third-party complaints are accepted if authorised by the complainant.

2. Purpose of Policy

Diverse Diagnostics aims to provide the service in a manner that promotes quality and safety, respects the independence of service users, and affords the patients' choice in the way the service is provided to them.

This policy aims to establish a procedure for considering complaints made to the provider.

3. Policy Statement

This policy intends to provide a procedure for patients, relatives/carers, and service users to raise a complaint at any time. Diverse Diagnostic's primary goal is to ensure that we are delivering high-quality customer service wherever possible; however, we endeavour to recognise our mistakes and prevent them from happening in the future. Therefore, service users can complain about different service aspects if they find it necessary. For instance, not giving consent for the assessment, feeling that policies are not being followed, or feeling discriminated, to name a few. Complaints must be made no later than 12 months after the date the matter occurred; if later, it is still possible to investigate the complaint if there were justified reasons for not making it earlier.

A member of the leadership team, will acknowledge every complaint or feedback given, and she will be responsible for responding and further investigating if the case requires it. The provider must, within 20 working days after the date on which the complaint is made, or such shorter period as may be reasonable in the circumstances, inform the complainant of any action (if any) that is to be taken. If Diverse Diagnostics thinks an issue can be resolved quickly, we aim to do this sooner than 20 working days, and the issue would be categorised as a concern (with patients or relatives/carers consent). If that is not the case, and the patient/service user wishes to make a complaint, then we follow our complaints policy in full.

Furthermore, patients and relatives/carers will have access to complain directly to Diverse Diagnostics at any time.

Diverse Diagnostics aim to have:

1. Patient-Centered Approach: Complaints handling procedures are designed to be person-centered, respecting the rights of everyone involved and aiming for early resolution by well-trained staff.
2. Provide Openness and Transparency: Patients have the right to be informed about how their feedback, comments, concerns, and complaints will be handled.

Patients have the right to complain to Health Improvement Scotland at any point. Any complaints made directly to Health Improvement Scotland can be made to:

Programme Manager
Independent Healthcare Services Team
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB

Tel: 0131 623 4342 (10am-2pm, Monday to Friday)

4. Scope

This policy applies to the handling of complaints relating to Diverse Diagnostics services and or its decisions.

5. Definitions

6. Procedure

Giving feedback directly to Diverse Diagnostics can help resolve many concerns. Feedbacks can be delivered through email, speaking directly to someone from Diverse Diagnostics, or the website (social media such as Google, facebook). Feedbacks are not always related to a matter, but it can also describe a good experience with our service. In most circumstances, feedbacks help to solve any issue from the patient/relative/carer. If that is not the case and the problem is not resolved, the next step would be making a complaint.

When making a complaint, this is the pathway about how to raise them:

• Complain directly to Diverse Diagnostics by telephone, email, or through the website.

Dr Jagdish, Medical Director, will acknowledge every complaint or feedback given, and she will be responsible for responding and further investigating if the case requires it. The provider must, within 20 working days after the date on which the complaint is made, or such shorter period as may be reasonable in the circumstances, inform the complainant of any action (if any) that is to be taken.

After making a complaint, the complainant will receive a confirmation of receiving the complaint and be kept informed of its progress and the outcomes. At every moment, the complainant will be treated fairly, politely and with respect. It is essential to highlight that no feedback nor complaint will affect their assessments and the service provided. Appropriate actions will be taken following the complaint, and as part of the final response, Diverse Diagnostics will:

• Set out our understanding of the complaint
• Explain the relevant information and circumstances
• Explain any delay in resolving the issue
• Give a conclusion and explain the decision made

Support and Mediation:

• Advice and Support: Patients have the right to independent advice and support when making a complaint.
• Mediation: Mediation services may be offered to help the relevant parties reach an agreement, with both parties needing to agree to take part in the mediation.

7. Responsibilities

The Medical Director is responsible for following this policy, and the procedures are in place to provide the best practice and reassure the patients' privacy, dignity, and consent. This policy is available on the website and upon request to [email protected]

8. Enforcement / Compliance

Diverse Diagnostics is committed to following the procedures described above and reviewing our policy and good practice once a year. An analysis of all the complaints received will be conducted once a year.

9. Related information

This policy was written according to Healthcare Improvement Scotland Regulations (2011).

Contact details are:

• Dr Jagdish Basra
  T: 0141 463 8297
  Email: [email protected]
• Diverse Diagnostics
  T: 0141 463 8297
  Website: www.diversediagnostics.co.uk
  Email: [email protected]