1. Purpose

This policy sets out how ABZ PrecisionClinic manages, investigates, and responds to complaints and feedback from patients, carers, or stakeholders. It aligns with the NHS Scotland ModelComplaints Handling Procedure (2021) and adopts best practice guidance fromHealthcare Improvement Scotland (HIS), though the clinic is exempt from HIS registration due to its NHS affiliation under Newburn Ltd. The objective is to promote transparency, fairness, and continuous learning.

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2. Scope

This policy applies to all NHS and private service users, carers, staff, trainees, and contractors. It covers any expression of dissatisfaction—verbal or written—regarding the quality of care, staff conduct, communication, or administrative processes.

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3. Policy Statement

ABZ Precision Clinic welcomes feedback andcomplaints as opportunities for improvement. We handle all complaints fairly,promptly, and confidentially. No patient or staff member will be treateddifferently for raising a concern. Complaints will be managed under the NHSScotland two-stage process: early resolution and formal investigation.

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4. Definitions

Complaint: any expression ofdissatisfaction about an action, omission, or decision.
Early Resolution: resolving straightforward issues within 5 working days.
Formal Complaint: issues requiring full investigation and written response within 20 working days.
Complainant: the person or representative raising the issue.

5. Roles and Responsibilities

Clinic Manager / Practice Lead: ensures compliance with this policy and oversees investigations.
Complaints Officer: coordinates investigations, maintains complaint logs, and reports trends to governance.
All Staff: handle concerns courteously, seek early resolution, and escalate unresolved issues promptly.

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6. How to Make a Complaint

Complaints can be made by speaking to staff, emailing[enquiries@abzprecisionhealth.com], writing to ClinicManager at [Carden House, Carden Place, Aberdeen, AB10 1UT], calling [What's App 07939 883 782], or using the online/reception feedback form. Anonymous complaints will be reviewed where sufficient detail is available.

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7. Complaints Handling Process

Stage 1 – Early Resolution (within 5working days): frontline staff attempt quick, informal resolution.

Stage 2 – Formal Investigation (within 20 working days): acknowledgement within3 days, investigation by designated officer, and written response within 20days. If delays occur, the complainant will be informed.

If the complaint concerns NHS care, it may be escalated to the Scottish PublicServices Ombudsman (SPSO). For private care, HIS does not regulate the service,but the clinic will review any unresolved cases internally or through voluntary mediation.

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8. Confidentiality and Data Protection

Complaints are handled in accordance withUK GDPR and the Data Protection Act 2018. All data is stored securely in theComplaints Register and shared only on a need-to-know basis.

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9. Learning and Continuous Improvement

The Complaints Officer maintains aComplaints Log. Patterns and learning points are reviewed quarterly by theClinical Governance Group and shared in staff meetings. Findings inform quality improvement and staff training.

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10. Support for Complainants and Staff

Patients may appoint an advocate or representative. Staff involved will be supported to ensure a fair and transparent process.

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11. Monitoring and Review

Complaint metrics, including response times and outcomes, are monitored quarterly. This policy is reviewed annually or sooner if there are legislative or service model changes.

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12. Escalation Contacts

For NHS-related complaints:
Scottish Public Services Ombudsman (SPSO)
Bridgeside House, 99 McDonald Road, Edinburgh EH7 4NS
Tel: 0800 377 7330
Website: www.spso.org.uk

For private care complaints:
Please contact the Clinic Manager at ABZ Precision Clinic. HIS does notregulate this clinic as it operates under NHS cover; however, HIS best-practice standards are followed.

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13. Document Control

Version 1.0 , 09/11/25