Complaints Policy

1. Purpose

Marylebone Diagnostic Centre (MDC) is committed to providing safe, high-quality, patient-centred care. We recognise that feedback - including complaints - is essential for improving our services. This policy outlines how patients can raise concerns and how MDC manages, investigates, and resolves complaints fairly and promptly.

2. Scope

This policy applies to:

• All patients and service users
• Family members or representatives raising a complaint on a patient’s behalf
• All MDC staff, contractors, and clinicians working under MDC governance

3. Policy Statement

MDC ensures that:

• All complaints are taken seriously
• Patients are treated with respect and without discrimination
• Complaints are acknowledged within 3 working days
• A full investigation is completed and responded to within 28 working days
• Learning from complaints is shared with the team and used to improve services

4. How Patients Can Make a Complaint

Patients may submit a complaint through any of the following channels:

4.1 Email

info@marylebonelab.co.uk

4.2 Phone

+44 7495 970109
(Ask for the Complaints Lead) - clinic staff

4.3 Written letter

Marylebone Diagnostic Centre
73 Baker Street
London W1U 6RD

4.4 In-person

Speak to the Clinic Manager or Senior Staff Member on duty.

5. Who Handles Complaints

• Complaints Lead: The Clinic Manager
• Escalation:
  • Step 1 - Complaints Lead
  • Step 2 - Operational Manager
  • Step 3 - Director of the Service

6. Complaints Process

Step 1 - Acknowledgement (within 3 working days)

The Complaints Lead will acknowledge receipt in writing and outline the next steps.

Step 2 - Investigation

The investigation may involve:

• Reviewing clinical records
• Speaking to relevant staff
• Reviewing CCTV if needed (following GDPR rules)
• Assessing whether policies and procedures were followed

Step 3 - Outcome (within 28 working days)

A written response will include:

• Findings
• Any action taken
• Apology where appropriate
• Explanation of improvements made

Step 4 - Escalation

If the patient is not satisfied, they may request:

• Internal escalation to the Director

7. Learning From Complaints

• Log all complaints in the Governance Register
• Review trends quarterly
• Update staff training where needed
• Improve policies and procedures based on findings

8. Confidentiality & Data Protection

All complaint information is handled:

• In line with GDPR
• Stored securely
• Shared only with staff directly involved in the investigation

9. Unreasonable or Abusive Behaviour

MDC may take appropriate action if a complainant:

• Acts aggressively
• Uses discriminatory or threatening language
• Makes repeated, vexatious complaints

However, the core issue will still be assessed fairly.

10. Review of This Policy

Reviewed annually or sooner if:

• Regulations change
• Service delivery changes
• Governance reviews recommend amendments