Cambridge Allergy Partners (trading name of Cambridge Allergy Ltd) welcomes feedback, concerns and complaints as part of our commitment to providing safe, effective and compassionate care.
Raising a concern or making a complaint will not adversely affect your care or access to treatment.
You can provide feedback or make a complaint:
You may ask someone to complain on your behalf. We may need your consent before we can share confidential information with them.
Anonymous concerns and complaints will be considered as far as reasonably possible, although we may be unable to respond or investigate fully without sufficient information.
We can provide reasonable support to help you make a complaint, including information in an alternative format and interpreter or advocacy support where required.
We aim to resolve straightforward concerns quickly and, wherever possible, within one working day.
If your concern cannot be resolved informally, or you would like a formal written response, it will be handled under our formal complaints procedure.
The Registered Manager will:
Where more time is required, we will explain the reason for the delay, provide a revised timescale and keep you updated.
If your complaint concerns the Registered Manager, it will be handled by the Nominated Individual or another suitably senior person who was not involved in the matters complained about.
If you are dissatisfied with the Stage 1 response, you may request an internal review within six months of receiving it.
The review will be undertaken by the Nominated Individual or another suitably senior person who was not involved in the original investigation.
We will acknowledge your request within three working days and aim to provide a final written response within 20 working days. This completes Cambridge Allergy Partners’ internal complaints process.
You may share concerns about the quality or safety of regulated care with the Care Quality Commission. The CQC uses this information when regulating healthcare services, but it does not investigate or resolve individual complaints.
Concerns about whether an individual healthcare professional is fit to practise may be raised with the relevant professional regulator, such as the General Medical Council or the Nursing and Midwifery Council. These organisations do not provide a general appeal against our response to a complaint.
Complaints are handled confidentially and records are stored securely in accordance with data protection law.
Where someone complains on behalf of another person, we will normally seek the patient’s consent before disclosing confidential information. Where the patient cannot give consent, we will consider whether the representative is legally authorised or otherwise appropriate to act on their behalf.
Complaints involving children and young people will be handled with regard to their age, understanding, confidentiality, best interests and the rights of those with parental responsibility.
We record and review feedback, concerns and complaints to identify risks, recurring themes and opportunities to improve our services.
Where a complaint identifies a failure or an opportunity for improvement, appropriate action will be taken and monitored to ensure that it is completed and effective.
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