About
Complaints are a fact of life in any service industry. Handling them effectively is crucial for several reasons:
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Professional Standards: Upholding guidelines set by GMC, GDC, CQC, HIS, HIW, RQIA, and Responsible Officer Regulations.
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Continuous Improvement: Complaints provide valuable feedback, driving improvements in the business, gaining patient loyalty, and highlighting areas of concern.
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Customer satisfaction: ensuring high levels of patient satisfaction, patient retention, decreasing regulator referrals and legal cases and providing evidence of thorough, fair, proportionate and independent investigation where cases are referred to other regulators.
CHIAS Offers a Comprehensive Complaints Handling Process
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A compliant complaints policy.
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A detailed complaints handling and investigation procedure.
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Supporting resources like patient leaflets, templated letters, and flowcharts.
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Online training for clinic staff.
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An external Independent Complaints Appeal Service.
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CHIAS staff are all trained in complaints handling and Case Supervisors are legally qualified and specially trained to the highest standards of complaints handling and investigation.