Complaints Policy

Complaints Quality Statement

Camden Health Evolution Ltd (CHE) has an open, transparent and learning-focused approach to managing patient feedback and complaints. We recognise that listening to concerns and responding effectively is fundamental to delivering safe, high-quality services and to fostering a culture of continuous improvement across all our services.

The Board of Directors and Management Team are committed to striving for excellence in both the quality of care provided and the effective management, monitoring and learning from complaints.

This commitment is demonstrated through the following arrangements:

• A comprehensive Complaints Policy that is compliant with the NHS Complaints Regulations 2009 and Regulation 16 of the Health and Social Care Act 2008 (Regulated Activities).

• A named Complaints Lead who supports Service Leads to ensure that all complaints are acknowledged, investigated and responded to appropriately, proportionately and sensitively, taking into account the seriousness and complexity of the complaint and, where possible, the wishes of the complainant.

• A robust system for recording, tracking and monitoring complaints, ensuring that responses are provided within agreed timescales and that any delays are communicated clearly and empathetically.

• A clinical and corporate governance framework that ensures complaints, themes, risks and learning are escalated appropriately and reviewed through relevant governance forums, enabling timely action and organisational learning.

• The production of an Annual Complaints Report at the end of each financial year, summarising complaints received, performance against response times, key themes, and actions taken as a result of learning. This report will be approved through CHE governance processes.

Our aim is to manage complaints efficiently, fairly and compassionately, ensuring that people feel heard and respected throughout the process. We also aim to minimise the number of complainants who remain dissatisfied with our responses by improving communication, transparency and learning.

CHE recognises the importance of continuing to strengthen and integrate complaints processes across all services and locations, and of consistently sharing learning from complaints to support quality improvement, patient safety and better outcomes for the communities we serve.

Our Complaints Process

Tell us your concern

You can raise a concern or make a complaint by contacting CHE using the details on our website, or by emailing the relevant dedicated service email address.

We will acknowledge your complaint

We will confirm that we have received your complaint and explain what will happen next.

We will investigate and respond

Your complaint will be reviewed by an appropriate lead and handled fairly and sensitively. We will respond within agreed timescales and keep you informed if more time is needed.

We will learn and improve

Complaints are recorded and reviewed so that learning can be shared and services improved.

If you are not satisfied

If you remain unhappy with our response, you can ask for your complaint to be reviewed further and you have the right to contact the Parliamentary and Health Service Ombudsman.