Complaints, concerns and feedback.

1. Who may complain

A complaint may be made by a client, prospective client, authorised representative, advocate, family member, carer, referrer, corporate participant, employee, contractor, laboratory, courier or another affected person.

2. Representatives, consent and confidentiality

Where a representative requests personal or clinical information, Orchis IV will normally require the client’s authority and appropriate identity checks. We may investigate without that authority, but disclosure may be limited. Information is shared only where necessary for investigation, safety, legal duties, safeguarding or regulatory reporting.

3. How to complain

• Email joyediran@orchis-iv.co.uk
• Telephone 07399 177445
• Post to Complaints Lead, Orchis IV Ltd, 167 to 169 Great Portland Street, 5th Floor, London, W1W 5PF
• Speak to the attending clinician during an appointment

Complaints may be verbal, written or anonymous. You do not need to use the word “complaint”. Anonymous concerns will be investigated as far as the available evidence permits.

4. Accessibility and reasonable adjustments

We can offer reasonable communication support, including telephone submission, large print, clear language, additional time, interpreter or advocate support, an authorised representative, an adapted communication method or a meeting where appropriate.

5. Immediate safety concerns

The complaints process is not an emergency service. Use NHS 111 or 999 for urgent medical advice as appropriate. Orchis IV may act before a full investigation is complete when a complaint indicates ongoing clinical risk, safeguarding concerns, serious misconduct, equipment risk, a data breach or suspected criminal conduct.

6. Complaints Lead and independence

The Complaints Lead is Jumoke, Registered Manager. Where a complaint concerns her, an appropriately independent clinical governance professional, registered healthcare professional, compliance adviser or investigator will manage it.

A person directly involved in the subject of a complaint will not be the sole investigator or final decision maker. Actual or potential conflicts will be declared and managed through reassignment or independent oversight.

7. Procedure and target timescales

8. Investigation

The investigator may review clinical, booking and consent records, sample labels, laboratory reports, courier tracking, invoices, calls, emails, equipment logs, policies, training records, previous incidents and complaints. They may interview the complainant, staff and witnesses, and seek independent clinical or legal advice.

Relevant evidence will be preserved. Records must not be improperly altered, deleted or destroyed. Any correction or late entry must be dated, attributed and auditable.

9. Duty of candour

Where circumstances may meet the statutory duty of candour threshold, Orchis IV will follow that process separately and without delay. This may include an open account, appropriate apology, support, written follow up and investigation.

10. Findings, response and remedies

Each significant issue will be classified as upheld, partially upheld, not upheld, unable to determine or resolved by agreement. The final response will explain the issues, evidence, findings, reasons, apology, remedy, learning, action plan, review route and appropriate external options.

Remedies may include an explanation and apology, correction, repeat service, refund or price reduction where appropriate, training, supervision or competency reassessment, policy, form, equipment, laboratory or courier changes, and safeguarding, professional, regulatory, contractual or disciplinary action where necessary.

11. Other organisations

Where a laboratory, courier, referrer, clinic, GP or contractor is involved, Orchis IV will investigate its own actions, obtain consent for necessary information sharing, coordinate with the other organisation where possible and explain which organisation is responsible for each issue and remedy.

12. Safeguarding, professional conduct and data protection

Safeguarding concerns will be escalated under the Safeguarding Policy. Serious concerns about a nurse’s fitness to practise may be referred to the Nursing and Midwifery Council. Data incidents will be contained, assessed and reported to the Information Commissioner’s Office or affected individuals where legally required. Suspected crime may be reported to the police.

13. Internal review

You may request an internal review, normally within 20 working days of the final response. A person who was not involved in the original investigation will carry out the review. We will normally complete it within 20 working days, or up to 40 working days for complex matters.

14. Records and learning

Complaint records will normally be retained for at least eight years after closure, and longer where justified. Complaint themes, timeliness, outcomes, remedies and overdue actions will be reviewed at least quarterly. Serious matters are reviewed immediately. Corrective actions will have an owner, deadline and effectiveness check.

15. External routes

• Care Quality Commission, which receives information about care quality but does not generally resolve individual complaints
• Information Commissioner’s Office for personal data concerns
• Nursing and Midwifery Council for serious fitness to practise concerns
• Your local authority safeguarding team or the police for abuse, neglect, crime or immediate safety concerns
• NHS or commissioning complaint routes where a service was NHS funded or arranged
• Independent legal advice and the courts

16. Unreasonable or abusive behaviour

Strongly expressed criticism will not be restricted. Proportionate communication arrangements may be introduced for threats, harassment, discriminatory abuse, repeated abusive contact or conduct that materially disrupts services. Genuine new safety concerns will still be considered.