Complaints Policy

1.1 Policy Statement

At London Health Company (LHC), client feedback is invaluable. We are committed to acknowledging all feedback within 48 hours and resolving complaints as quickly as possible. We take negative feedback and complaints seriously and are dedicated to resolving any service shortcomings to patient’s satisfaction.

1.2 Scope

This policy covers all feedback and complaints regarding LHC's services, received through any channel:

  • Verbal: Phone (020 80870017), in-person at branches/testing locations.
  • Written: Email (info@lhclab.co.uk and online forms.
  • Online Reviews: Trustpilot, Google Reviews, etc.
  • Website Contact Forms: LHC websites www.londonhealthcompany.co.uk

This policy operates in conjunction with our Terms and Conditions and Privacy Policy.

  1. Purpose and Objectives

This policy ensures fair and effective management of client complaints and concerns, driving continuous improvement. It aims to:

  • Address complaints promptly and appropriately.
  • Learn from each complaint to enhance service quality.
  • Inform relevant management of service quality issues.
  • Identify areas for staff training and development.
  • Document and track all complaints using Matrix Gemini.
  1. Duties and Responsibilities (Oversight by Quality Manager, with Clinical Lead Exception)

All duties related to complaints handling are overseen and managed by the Quality Manager, except in cases where the complaint concerns the Quality Manager or Lab Manager themselves due to potential bias or subjectivity. In such instances, the complaint will be escalated directly to the Clinical Lead for independent investigation and resolution.

The Quality Manager's responsibilities include:

  • Policy Management & Compliance: Developing, implementing, maintaining the complaints policy, and ensuring adherence to relevant regulations.
  • Complaints Handling Oversight (Except as Noted Above):
    • Overseeing policy implementation, compliance, and effectiveness.
    • Investigating and resolving complaints (unless regarding the Quality Manager or Lab Manager).
    • Managing policy amendments.
    • Ensuring staff training on complaints handling.
    • Providing guidance and support to the complaints handling team once applicable.
    • Escalating complex or serious complaints (unless regarding the Quality Manager or Lab Manager).
    • Monitoring complaint resolution times and adherence to policy timeframes.
    • Receiving, logging, and handling initial complaints.
    • Promptly acknowledging complaints.
    • Gathering information from complainants.
    • Attempting first-contact resolution.
    • Ensuring immediate notification of formal complaints to the Quality Manager or designated deputy (unless regarding the Quality Manager or Lab Manager).
  1. Principles of Complaints Handling

LHC adheres to the Parliamentary and Health Service Ombudsman's Six Principles of Good Complaints Handling:

  • Getting it Right
  • Being Customer-Focused
  • Being Open and Accountable
  • Acting Fairly and Proportionately  
  • Putting Things Right
  • Seeking Continuous Improvement  
  1. Complaints Procedures

5.1 Definition of a Complaint

A complaint is any expression of dissatisfaction with any aspect of LHC’s services, including:

  • Test results/reporting
  • Customer service
  • Testing processes/procedures
  • Communication/information
  • Billing/payment

5.2 Timeframes for Response

  • Informal Complaints: Resolved quickly, ideally at the first point of contact, aiming for resolution within 48 hours.
  • Formal Complaints:
    • Acknowledgement: Written acknowledgement within 2 working days.
    • Resolution: Aim for resolution within 14 working days. If more time is needed, the complainant will be informed with a revised timeframe.

5.3 Time Limits for Complaints

Complaints should ideally be made within 12 months of the event or becoming aware of the issue. Exceptions may be considered on a case-by-case basis.

5.4 Sources of Complaints

Complaints may be received from:

  • Individual clients
  • Healthcare professionals (e.g., GPs)
  • Organizations (e.g., companies, clinics)
  • Members of the public
  • LHC staff (via internal channels)

5.5 Receiving Complaints

  • Matrix Gemini Logging: All complaints must be logged in MAtrix Gemini.
  • Verbal Complaints: If resolved immediately, formal documentation in Matrix Gemini is not required unless requested by the complainant. A brief record of the interaction should be kept.
  • Written Complaints: These complaints must be logged into Matrix Gemini logging.
  • Online Reviews: Monitor and respond publicly where appropriate, also logging the issue in Matrix Gemini.

5.6 Grading Complaints (Severity Levels)

  • Level 1 (Minor): Minor service issues (e.g., minor delays, administrative errors). Handled by the Quality Manager.
  • Level 2 (Moderate): More serious service failures (e.g., incorrect results, significant delays). Escalated to the Quality Manager or designated deputy (unless regarding the Quality Manager or Lab Manager).
  • Level 3 (Serious): Potentially significant consequences (e.g., serious negligence, confidentiality breaches). Must be dealt with both Quality Manager and lab manager (unless regarding the Quality Manager or Lab Manager).
  • Level 4 (Critical): Requiring external reporting (CQC). Managed by the Quality Manager (unless regarding the Quality Manager or Lab Manager) with external reporting as required.

5.7 Complaints Against Senior Management (Including Quality Manager and Lab Manager)

Complaints against senior management, including the Quality Manager and Lab Manager, should be directed to the Clinical Lead.

5.8 Action Plan for Complaints

If a formal complaint cannot be resolved informally, a written action plan will be developed with the complainant, outlining steps and timeframes for resolution (aiming for resolution within 28 days of the plan). This may include a refund or replacement test, where appropriate.

5.9 Investigating and Responding to Complaints

Formal complaints will receive a written response within 28 working days (unless otherwise agreed with the complainant), including:

  • Complaint summary
  • Investigation description
  • Investigation findings
  • Actions taken

    6. Duty of Candour

    For complaints involving notifiable safety incidents, the Duty of Candour procedure will be followed as per the relevant policy.

    7.Confidentiality

    All complaints will be handled confidentially. Complainants will be informed if access to medical records is required.

    8. Unreasonable or Vexatious Complaints

    For unreasonable, aggressive, or repeatedly vexatious complainants, the following measures may be applied:

    • Single senior contact (typically the Quality Manager or designated deputy, unless the complaint concerns them, in which case it will be the Clinical Lead).
    • Restricted communication method (e.g., written only).
    • Time limits for contact.

    LHC reserves the right to cease responding to resolved or vexatious complaints. This policy ensures fair and thorough complaints handling, reflecting our commitment to continuous service improvement.