Complaint Policy

Transform Medical Ltd is committed to providing high-quality care and service. We recognise that, on occasion, patients may have concerns or complaints. All feedback; comments, suggestions, concerns, compliments and complaints are valued as an opportunity for learning and improvement. Complaints will be handled with courtesy, efficiency, and sensitivity.

Initial Concern / Feedback / Complaint – Local Resolution 

Prior to making a formal complaint, the complainant should discuss their concern with a member of the team responsible for their stage of the patient journey. If the concern is in relation to pre- op care, please contact the Patient Advisor and the Surgery Support team, they are best placed to assist with any concerns or complaints in that instance.

If the concern relates to the outcome of surgery, the patient should contact the Aftercare Team in the first instance, this team will arrange a review appointment with the operating surgeon where appropriate. If the concern cannot be resolved informally, it will be escalated formally as required. 

Stage 1 Formal Complaint Process

• All patients who wish to complain formally will be asked to email the Complaints Team at Complaints@transforminglives.co.uk, detailing full name, address and date of birth, place of surgery and/or clinic location attended. Receipt of the complaint will be acknowledged by email. 
• Complaints from an authorised representative can only be accepted with the written consent of the patient concerned. 
• A written acknowledgement will be sent within 5 working days of receipt of the complaint. 
• An investigation into the complaint will be undertaken and, once all required medical records and reports have been compiled, the assigned complaint handler will carry out a review. It may also be necessary to take advice from other clinical specialists within Transform. 
• On completion of the investigation review, the complainant will receive a letter from the assigned complaint handler within 20 working days of the date of acknowledgement (excluding weekends and bank holidays). This letter will contain:
  • A full written account of the outcome of the investigation
  • An apology for any deficiencies
  • An explanation of remedial action taken 
• If a written response cannot be provided within this timescale, the complainant will be informed of the status of the complaint at a minimum of 20 working day intervals, and every effort will be made to reach a timely conclusion. 
• A complaint should be made as soon as possible and within 6 months of the event, which is the subject of the complaint, or as soon as the matter first came to the attention of the complainant. 
• Patients seeking clarification of comments made in the complaint response should write as soon as possible after the Stage 1 response, and a further response will be provided within 20 working days. 

Stage 2: Senior Manager Review

• If, following receipt of the final response from the assigned complaint handler, a patient wishes to seek a review of Stage 1, they should provide a written request for escalation to Stage 2 to the address listed above. 
• This request should be made within 6 months of the final written response, stating the reason for dissatisfaction with the Stage 1 response. 
• A written acknowledgement will be sent within 5 working days.
• A Manager within the business who has had no prior involvement in your complaint will undertake an immediate review into the outcome provided at Stage 1 by the assigned complaint handler. 
• The Manager will respond, following review, within 20 working days of the date of acknowledgement (excluding weekends and bank holidays), either to:
  • Uphold the decisions and actions taken at Stage 1; or
  • Offer an alternative resolution
• Where the investigation is still in progress and a decision has not been made, a communication will be sent to the complainant explaining the reason for the delay, at a minimum every 20 working days. 

Complaint Process Flowchart

1. Complaint made at source 
   • Resolved → Close Complaint

1. Not Resolved → Formal Complaint logged and acknowledged within 5 working days
2. Stage 1 Review
   • Formal written response by Complaint Handler.
   • Resolved → Close Complaint.
   • Not Resolved → Stage 2 logged and acknowledged within 5 working days 
3. Stage 2 Review
   • Formal written response by Manager.
   • Resolved → Close Complaint.