Feedback and complaints policy

Find out about our complaints policy and how to make a complaint about a Cora Health service.

Cora Health is firmly committed to providing a high-quality service and continually improving the quality of service it provides.

If you are unhappy with the treatment or service you have received from Cora Health, you are entitled to make a complaint, have it considered and receive a response in writing.

This section describes our complaints procedure, which is in line with the NHS complaints procedure.

We provide a range of services to the NHS, employers and the public, all of whom are included within this procedure.

Our principles for managing complaints

  • We aim to resolve complaints as quickly as possible, particularly through an immediate informal (verbal) response by front line staff.
  • We will ensure that all complaints are handled promptly, openly and thoroughly.
  • Our complaints procedure will be fair to the complainant and our staff.
  • We will ensure the process is supportive and without blame, leading to improvement in standards of service delivery, patient safety and care.
  • We will carry out a full investigation which is focused on resolution being open and honest with all complainants.
  • If a resolution cannot be reached at local level, we will inform the complainant of how they can escalate their complaint or obtain an independent review of their complaint (if appropriate).

A complaint can be made by a patient, a carer responsible for a patient or persons affected or likely to be affected by the actions or decision of Cora Health or its practitioners. A complaint made by someone acting on behalf of the patient, must have the patient’s consent to do so.

The first stage of our complaints procedure is ‘local resolution’. This applies principally where an ‘informal complaint’ (usually made verbally in the first instance), is shared with a member of staff.

This could be to one of our Patient Care Advisers over the phone, to the individual practitioner who provided the service, or alternatively to the manager of that service.

‘Local resolution’ aims to resolve concerns and complaints quickly as close to the source of the complaint as possible, and, if possible, without the need to make a more formal complaint.

In our experience, most complaints are due to simple areas of misunderstanding or unforeseen minor errors. In both instances, verbal dialogue, an explanation and if necessary, an apology, is all that is required.

If local resolution has not been successful, your concerns have not been addressed or if you feel your complaint is of such significance that it requires escalating to a higher authority, you will need to put your complaint formally in writing (by post, email, or via our website).

This should be directed to the local manager responsible for the service you received, or to our head office for the attention of our complaints team (see below).

If you make a complaint in writing, we will ensure it is logged formally and responded to fully, in writing.

Reimbursement

As a fully NHS-funded service, we are unable to cover transport or parking costs on a routine basis.

Short notice appointment cancellations are unfortunately outside of our control and have increased significantly in recent times.

We try our best to inform patients as soon as possible to allow you/them to make alternative arrangements but this isn’t always possible.

Where can I get independent advice and help?

If for any reason, you are unhappy with Cora Health’s formal response to your complaint, then you should consult with the person/organisation who referred you to Cora Health (unless you referred yourself). e.g. your GP or employer.

If you were referred to Cora Health via the NHS, (i.e. paid for by your GP) you may have access to the independent Patient Advice & Liaison Service (PALS), who support patients and carers in trying to resolve any issues as quickly as possible. There also a number of complaint advocacy services available depending on which area of the country you live.

The Health Service Ombudsman

NHS patients referred to Cora Health, who remain unhappy after local resolution and independent review, can also seek a further review from the Health Service Ombudsman. The Ombudsman is independent of both the NHS and private organisations and can be contacted at:

Website: www.ombudsman.org.uk

Contact details

Address:

Millbank Tower,
30 Millbank
London
SW1P 4QP
Phone number:
0345 015 4033

How to formally lodge a complaint

If you want to make a formal complaint about any aspect of treatment or care you have received from Cora Health, then please send your complaint in writing to:

Contact details

The Complaints Coordinator, Cora Health

Address:

Floor 3 The Light Box
Quorum Park
Benton Lane
Newcastle upon Tyne
NE12 8EU
Complaints:
[email protected]

Complaints and feedback policy (814kB pdf)