Complaints procedure

Raising a concern informally

Many things can be sorted out quickly. Speak to a member of the team on 01926 624 235, or email admin@healthcare4kids.co.uk, and we will try to resolve it straight away.

Making a formal complaint

Write to us by email at admin@healthcare4kids.co.uk or by post to Healthcare4Kids Services Ltd, Supersonic House, 23 Adelaide Road, Leamington Spa, CV31 3PD. Please tell us what happened, when, who was involved and what you would like us to do.

Please complain within 12 months of the event, or of becoming aware of it, so we can look into it properly.

What happens next

• We acknowledge every written complaint within three working days.
• A senior member of the team who was not directly involved reviews what happened and speaks to the staff concerned.
• We aim to send a full written response within 20 working days. If it is going to take longer we will explain why and keep you updated.
• Our response will set out what we found, any apology that is due and any changes we are making.

If you are still unhappy

You can ask the Independent Sector Complaints Adjudication Service (ISCAS) to review your complaint independently if we subscribe to their scheme at the time, or you can contact the Care Quality Commission, which regulates us, on 03000 616161.

The Care Quality Commission cannot investigate individual complaints, but it does use what it hears about services to inform its inspections. Concerns about a doctor's fitness to practise can be raised with the General Medical Council.

Complaining will not affect your care

Your child will continue to receive the same standard of care whether or not you complain, and your complaint is kept separate from their clinical record.