1. Introduction
This protocol sets out LeafEase’s approach to receiving, investigating, and resolving complaints. We welcome feedback — positive or negative — as it helps us to improve the quality and safety of our services.
We are committed to ensuring that concerns and complaints are addressed respectfully, fairly, and in a timely manner, without affecting a patient’s ongoing care.
2. Purpose & Objectives
- To ensure all complaints are handled promptly, fairly, and thoroughly.
- To safeguard the right of service users to raise concerns without fear of negative consequences.
- To provide a clear process for managing complaints, from receipt through to resolution.
- To acknowledge and correct errors quickly, offering apologies and explanations where appropriate.
- To learn from complaints and implement improvements to our services.
3. Policy Statement
Everyone has the right to expect high-quality care and a positive experience when using LeafEase services. If this is not the case, they have the right to raise a concern and receive a fair and respectful response.
Complaints are an important source of feedback, and when managed properly, they contribute to service improvement and strengthen trust.
4. Aims & Objectives
- Deliver services that meet the needs of our service users while maintaining high standards of clinical and customer care.
- Encourage open communication and continuous improvement.
- Ensure the complaints process is easy to access, transparent, and impartial.
- Promote a culture of learning from incidents, including complaints.
5. Complaints Principles
- Service users are encouraged to share suggestions, compliments, concerns, and complaints through multiple channels.
- All complaints are handled with confidentiality, respect, and impartiality.
- Anonymous complaints will be accepted and investigated where possible.
- Making a complaint will never result in discrimination or unfair treatment.
The period for making a complaint is normally:
(i) 12 months from the date on which the event which is the subject of the complaint occurred; or
(ii) 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice.
LeafEase has discretion to vary this time limit if appropriate, i.e., where there is a good reason for not making the complaint sooner, or where it is still possible to properly investigate the complaint despite extended delay.
6. Procedures
Complaints should be submitted via the formal complaints form, which
may be requested from complaint@leafease.co.uk.
Upon receipt of a complaint:
- Acknowledge within 5 working days (verbally or in writing).
- Determine how the complaint will be handled.
- Estimate and inform the complainant of the investigation timeframe.
- Develop a complaint action plan.
Action Plan:
- Set clear expectations with the complainant from the start.
- Keep them informed of progress, especially for complex cases.
- Aim to resolve straightforward complaints quickly while allowing time for thorough investigation where needed.
Target resolution:
- Most complaints resolved within 28 working days.
- Review cases exceeding 6 months to ensure progress is being made.
7. Managing Complaints
All staff are expected to:
- Encourage feedback, including complaints.
- Resolve issues at the point of service where possible.
- Refer unresolved concerns to the formal complaints process.
8. Resolution Process
- Attempt informal resolution first where appropriate.
- Escalate to formal process if unresolved.
- Managers will coordinate formal complaint investigations, working with relevant staff.
9. Staff Training
- All staff receive training in complaint handling.
- Managers review staff understanding of the process regularly.
10. Risk Assessment
Upon receiving a formal complaint, managers assess the risks involved and decide appropriate action in line with LeafEase’s risk management procedures.
11. Assessing Resolution Options
- Direct negotiation with the complainant is preferred.
- In some cases, mediation or an alternative dispute resolution service may be used.
12. Timeframes
- Acknowledge within 5 working days.
- Investigate and resolve within 28 working days where possible.
- Provide regular updates if resolution is delayed.
- Notify external bodies where required within 28 working days.
13. Records & Privacy
- Complaints are logged in a secure register.
- Only authorised staff have access to complaint details.
- Records are stored securely in both physical and electronic formats.
14. Open Disclosure & Fairness
- Complainants are given a factual explanation of what happened.
- At the end of the investigation, both the complainant and relevant staff are informed of the findings, contributing factors, and any service improvements being implemented.
15. Investigation & Resolution
- The manager gathers information by:
a. Speaking to involved staff.
b. Listening to the complainant.
c. Reviewing records and policies. - The aim is to understand what happened, why it happened, and how to prevent recurrence.
16. Complaints About Individuals
Where a staff member is named:
- They are informed of the complaint.
- Contact with the complainant is minimised during the investigation if necessary.
- Fairness and confidentiality are maintained.
- Staff may seek advice from their professional body.
- Findings are addressed through disciplinary or appropriate processes if needed.
17. Reporting & Recording Complaints
- Managers produce regular anonymised reports on complaints, trends, and outcomes.
- Lessons learned are shared at staff meetings and clinical governance reviews.
- Complaints data is used to identify service improvements.
18. Monitoring & Evaluation
- The complaints process is monitored continuously for timeliness and effectiveness.
- Annual reviews assess compliance with policy and best practice standards.
- Feedback from service users and staff informs future updates to the protocol.
