The term Core Health or ‘us’ or ‘we’ refers to the owner of the website whose registered office is: 23 Dunpender Road, Esast Linton
Our company registration number is SC384393. 23 Dunpender Road, East Linton, East Lothian EH40 3BW.
The term ‘you’ refers to the user or viewer of our website.
• The content of the pages of this website is for your general information and use only. It is subject to change without notice.
• Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
• Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
• This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
• All trade marks reproduced in this website which are not the property of, or licensed to, the operator are acknowledged on the website.
• Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
• From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
• Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.
Fees for services should be paid in advance at time of booking or on arrival.
A deposit should be paid for high value products such as the HELP premium which can then be paid in two further equal installments.
A cancellation charge amounting to the full value of the service appointment will be payable for cancellations made within 48hrs of the due service so please do remember to let us know if you cannot keep your appointment.
Core-Health intends deliver very high standards of professional traditional medical and complementary care.
This type of commitment also applies to other aspects of our service including administration and financial management. We are always looking to improve and to learn from new experiences.
We appreciate that complaints can vary enormously in terms of their potential seriousness. We nevertheless welcome feedback from our patients whether this is good or bad. Unfortunately it is often the latter which facilitates improvement and learning and of course an opportunity to try and put things right.
Your first port of call:
Any feedback, concerns or complaints should initially be brought up with Dr Lawson who who will acknowledge your communication by the end of the working day or within 48 hours at the latest excluding weekends. You will also be reminded that under normal circumstances an explanation will be provided within a further ten working days.
Nevertheless we will endeavour to respond at the earliest opportunity but it is obviously important that we gather all of the relevant information pertaining to the particular circumstances and interview any persons involved. We would of course take this opportunity to remind you again that Core Health provides facilitation for a wide range of independent Associate Servoce Providers (ASPs) providing their own specialist skills.
It would be our normal practice to contact the complainant again within one month of the formal response if no further contact has been made in the interim. This opportunity for secondary review will help to ensure that everything that could be done has been done and to assist with our own audit of this procedure. On an ongoing basis this will subsequently become part of our own ‘significant event’ auditing. This in turn forms part of the new evaluation process that doctors for example have to go through to allow five yearly re-licensing and recertification.
We believe that this comprehensive but flexible procedure should lead to timely resolution of the majority of concerns and complaints but do recognise that a satisfactory resolution is not always possible at a local level.
Depending upon the type of complaint it may also be directed to the GMC.
The General Medical Council (GMC) regulates doctors in the United Kingdom. Its governing body – The Council – is made up of both doctors and members of the public. The GMC sets the standards of Good Medical Practice it expects of doctors throughout their working lives and it deals firmly and fairly with doctors whose fitness to practice is questioned. Understandably the GMC only become involved with a complaint if there is a serious issue which brings into question the possibility of impaired fitness to practice. This is obviously a very serious matter and one which we would also approach with the seriousness that it merits. The GMC have a website www.gmc-uk.org and a copy of ‘Good Medical Practice’ is easily downloaded.
1. If you wish to write a letter of complaint it does not necessarily need to be long and detailed but please try and give as much precise information as possible, including information about what or whom has caused your concerns. A name, specialty or a description would be helpful. Please note where and when the events took place and what actions you have already taken( if any) and what results you expect from your complaint.
2. You are able to nominate a deputy to act on your behalf but under those circumstances we would need clear written and signed authority from you so that we can disclose any relevant but confidential information.
3. If you offered a meeting please let us know in advance how you would like it to be conducted and to ensure that you are properly well prepared. Ask who will be at the meeting and who will lead it. Say who you would like to be there on your behalf. If there is someone you do not wish to see there please let our Clinical Director (Dr Rob Lawson) know as some people may not wish to meet the person who they are complaining about. Others on the other hand would feel that this is very important. Ask where the meeting will be held and for how long it will be and if there are any particular questions you would still like answered please add this to the agenda. We would of course welcome you to bring along any written documents or reminders which may be of help to you. Ask that notes are taken at the meeting and that a copy is sent to you as would be our normal practice to ensure that we have a correct account of the information which was disclosed by both parties. It is generally advisable to think about taking a friend or relative with you to this kind of meeting to give you further support and to help with taking notes. Two sets of ears are always better than one.
4. Can I appeal?
If you wish to request an internal appeal please do so within four weeks of the date of the final written response from Core Health. Your request should be made in writing but we appreciate that there may be exceptional circumstances when it is necessary to be done verbally.
5. Is there a time limit for making a complaint?
You should normally complain within six months of the incident you are concerned about or indeed within six months of finding out that there was something to complain about. It is generally best to make your complaint known as soon as possible as memories will be fresher and it will be much easier to investigate the pertinent facts.
Where you have stated that it is your intention to seek legal advice Core Health will still continue to try and follow its own complaints procedure and will make every effort to resolve your complaint when appropriate and not to abandon this because of a potential claim.
6. For those whose first language is not English we would be happy to help engage the services of interpreters perhaps via the local Consular Services which apply. If you require specific documents to be translated into a different language we will do our very best to assist you with this. Please let us know if you have any special needs or communication difficulties so that we can take this into account in terms of making reasonable adjustment or modification of the standard process.
7. With regard to Confidentiality we assure both you and any team member who is being complained about that even within the confines of Core Health only those who need to know about the complaint will learn of the complaint. Your own personal information will not be shared with anyone outside the Centre whatsoever unless you have given express permission for this to happen. You are of course entitled to a copy of your medical records.
Access can be refused in exceptional circumstances if disclosure is likely to cause mental or physical harm to yourself or some other person. In these exceptional circumstances any actions would be fully explained and would of course have involved liaison with professional advisory services. We reserve the right for charging for a copy of the medical records but this would probably depend upon the nature of the complaint. These are standard charges with a maximum cap of £60.00.
8. There may be circumstances in which your Local Citizens Advice Bureau can be of help if you have a certain type of complaint.
9. The General Medical Council (GMC) has a section of its website with an online complaints form aimed at helping patients understand the roles of the various organisations involved in dealing with problems in healthcare so that they can best determine where to send their complaint. They would again endorse the use of local procedures as much as possible but they obviously well recognise the circumstances which might relate to any Fitness to Practice issues.
In summary, the in-house complaints procedure here at Core-health should be:
- Simple and responsive
- Accessible and properly publicised (website)
- Understood by all Centre Staff so that they can advise patients/clients on how to use it.
- Speedy yet thorough
If you have taken the opportunity of looking at our complaints procedure and feel it can be improved in any way please do not hesitate to pass your comments to a member of staff or Dr Lawson.