Compliments Concerns and Complaints

We want you to feel listened to and supported at Beyond Clinics. Your feedback helps us improve our service and your experience. You can tell us what went well, raise a concern, or make a complaint at any time.

What is the difference between a concern and a complaint

A concern is something you are unhappy about that may be resolved quickly by talking it through. A complaint is any expression of dissatisfaction that needs a formal response and investigation.

How to raise a concern or make a complaint

You can contact us in the way that works best for you

  • Telephone or video call
  • Email
  • Letter
  • Website form if available

To help us investigate, please include

  • Your full name and the contact details that match your patient record
  • A clear description of what happened
  • Dates and times where possible
  • Names of staff involved if known
  • What outcome you would like

Accessibility and communication support

We can make reasonable adjustments so you can raise concerns in a way that suits you. Tell us if you need

  • A preferred way to communicate such as email phone letter or video
  • More time or breaks
  • Information in an alternative format
  • An interpreter or communication support
  • A nominated representative to help you

What happens next

Informal resolution

If possible we will try to resolve concerns quickly and informally.

Stage 1 Local resolution

If the issue cannot be resolved informally, or you want a formal response, we will investigate and respond in writing. We aim to provide a full response within 28 working days. If we need more time, we will explain why and tell you the new response date.

Stage 2 Review

If you remain unhappy after Stage 1, you can request a review. Someone not involved in the first investigation will review the complaint where possible. We aim to provide a final response within 28 working days of acknowledging your Stage 2 request. If we need more time, we will keep you updated.

Being open when things go wrong

If something has gone wrong with your care and it has caused harm or distress, we will be open and transparent. We will apologise, explain what happened, and tell you what we are doing to put things right and prevent it happening again.

Learning from feedback

We review complaints and concerns to identify themes and improve our service. Changes may include training, process improvements, or updating policies and clinical pathways.

Confidentiality

We treat complaints confidentially and handle information in line with data protection requirements. Only staff involved in managing and investigating the complaint will access the information.

If you want to contact the regulator

You can share feedback with the Care Quality Commission. The CQC does not investigate individual complaints but uses information to help monitor and regulate services.

Contact details