Complaints and feedback

How to complain?

• Complaints can be submitted orally or in writing. Complaints can be emailed to: complaints@kidswellhealth.com 
• Acknowledgment is sent within 3 working days, with an update or resolution within 20 working days.
• All complaints are logged and monitored for service improvement.

Timeframes & Consent

• Complaints must be made within 6 months of the incident or its discovery. Complaints can be filed on behalf of a patient with their consent or in cases where they cannot act for themselves.

Safeguarding & Confidentiality

• Complaints involving child or vulnerable adult protection are escalated through safeguarding procedures. Patient confidentiality is maintained, and information is shared only as necessary.

Investigation & Resolution

• Investigations include reviewing records, gathering statements, and determining resolution actions.
• A formal response is provided within three months unless exceptional circumstances apply. Complaints dissatisfied with the response can escalate the issue to CEDR for mediation.

Contact for Escalation

Unresolved complaints can be referred to CEDR: CEDR, 3rd Floor, 100 St. Paul’s Churchyard, London, EC4M 8BU
Tel: 020 7520 3800 | Website: www.cedr.com

This summary provides an overview of the complaints process at Kidswell Health, ensuring transparency, fairness, and a commitment to continuous improvement. For the complete policy, please visit: www.kidswellhealth.com/policies/complaints