DUTY of Candour & Complaints
We are dedicated to providing outstanding care and support to everyone who seeks our services. Your feedback is essential to us as it helps ensure we continually improve the quality of our care. If you feel that our services have not met your expectations or have any concerns, we encourage you to share them with us.
At Eulas, we are committed to addressing all feedback promptly, transparently, and with the utmost respect to ensure your concerns are resolved effectively.
What Happens When I Make a Complaint?
Receiving Your Complaint.
A written record must be made of your complaint as mentioned above we can provide a standard form if required, which can be sent via post or e-mailed and if you wish to send a letter with more detail, we would welcome that too.
Complaint is Acknowledged.
We will write to confirm receipt of your complaint within 3 working days detailing the specific issues we are investigating, how we will respond and the anticipated timescale. Our declared objective is to close complaints within 25 working days however in some circumstances, this is not possible, and you will be advised if this is the case.
Appointment of an Investigator or Handler.
The complaint is assessed on receipt and assigned to an appropriate person, who is then the nominated Complaint Handler. Many investigations are carried out by the nominated handler on their own; however, some investigations may require a small team to be formed to deal with a complaint due to the complexity or seriousness of the issues raised.
The Investigation Process.
The Complaint Handler will look at any records that have been made and speak to the staff involved to understand what should have happened and compare this with issues raised by the complainant. In most cases, the investigator will wish to discuss things with you personally to understand the circumstances surrounding your complaint and get a fuller understanding of the issues.
Our Response.
The Company’s Clinical Director will review the completed investigation and response to confirm that the investigations have addressed the issues confirmed in the resolution plan. This will then be forwarded to you, or if you wish, you may want to meet with us to review the outcome.
What if I am not satisfied with the response you provide?
If you are not satisfied with the way we have dealt with your complaint, you can request that this be referred to an external Independent Complaints Adjudication Service, which Eulas Clinics will coordinate and support.
Healthcare Improvement Scotland (HIS) is the regulator of private healthcare providers in Scotland. It encourages feedback on private providers’ performance, and it also has a process for dealing with complaints.
You have the right at any point to contact HIS about an element of our service, and in the case of the HIS complaints process, you can find information online here: Healthcare Improvement Scotland.
Alternatively, you can contact HIS using the information below:
- Programme Manager
- Independent Healthcare Services Team Healthcare Improvement Scotland Gyle Square
- 1 South Gyle Crescent, Edinburgh, EH12 9EB
- Tel: 0131 623 4342 (10 AM-2 PM, Monday to Friday)
- Email: his.ihcregulation@nhs.scot
Duty of Candour
DUTY OF CANDOUR – All health and social care services in Scotland have a duty of candour. This is a legal requirement, which means that when unintended or unexpected events happen that result in death or harm as defined in the Act, the people affected understand what has happened, receive an apology, and organisations learn how to improve for the future.
An important part of this duty is that we provide an annual report about how the duty of candour is implemented in our services.
Eulas Clinics has not been operating long enough to provide an annual report.
There have been 0 incidents so far.