Cabashooyinka & Tabashada

COMPLIMENTS, COMPLAINTS AND CONCERNS 

At Modality LLP, we take great pride in our delivery of care to patients, and always look at areas of improvement for our patients. To do this effectively we need to know what you think about the services you receive. Please tell us what we do best, where we don’t meet your expectations and any ideas or suggestions you may have. By listening to you, we continue to build and improve the services we offer. 

If you are an NHS patient and would like to tell us about your experience, you can do so by following this link: https://www.surveymonkey.co.uk/r/M8JM8B2

If you are a self-pay patient and would like to tell us about your experience, you can do so by following this link: https://www.surveymonkey.com/r/WQGG52W

Who can make a complaint or raise a concern?

A complaint or concern can be raised by anyone who is affected by an action, omission, or decision made by their care delivery team. If you are raising a concern or complaint on behalf of someone else, we must consider if you are the right person to act on their behalf.  We will normally need their consent for this. 

All evidence gathered relating to your complaint will be managed in line with data protection regulations.  You, the complainant, or the patient concerned, will not be discriminated against if you raise a concern and information is not kept within clinical records. Consent to share information will be required if your complaint also involves another organisation. 

What is the time limit for making a complaint?

If you are unhappy about the service you have received, you should make your complaint as soon as possible but not more than 12 months after the incident or issue has occurred so that we can better investigate the event. This time limit may sometimes be extended if there is a genuine reason why you could not make the complaint any sooner.

How to make a complaint or raise a concern

We hope that we can sort out most problems easily and quickly. Often this will be at the time they arise and with the person concerned. Please tell them what is worrying you and they will do their best to resolve your concerns quickly and informally.  However, if they can’t or you wish to make a formal complaint, please let us know as soon as possible. This will enable us to get a clear picture of the circumstances surrounding the complaint.

You can submit your complaint or concern in the following ways:

Online – You can submit your complaint or concern online on at the bottom of this page

By letter – If you do not have access to the internet or prefer to write to us instead, you can complete a complaint/concern form (available from reception of the site you attended the appointment) or send a letter to the service you are registered with, marked for the attention of the service manager. You can send your letter to the following address: Modality LLP, 3rd Floor, Lyndon House, 62 Hagley Road, Edgbaston, Birmingham, B16 8PE

By telephone – You can also talk to a member of staff by calling the following numbers and an administrator could help fill out the complaints form for you.

1. If you are an NHS patient, please call 03300417475 and select the service within which you were seen
2. If you are a self-pay patient, please call 0300 0201 800 and select the service within which you were seen

What will happen as a result of my formal complaint?

Your complaint will be managed by our Patient Experience Team. One of our Patient Experience Officers will be assigned to investigate your complaint.  We will acknowledge your complaint within 3 working days and aim to have it fully investigated within 12 weeks from the date it was received. If we expect it to take longer, we will explain the reason for the delay and tell you when we expect to finish. 

When we investigate your complaint, we will investigate the circumstances. You will receive a written response of the findings of the investigation, along with an apology if this is appropriate.  You will also receive an explanation if any lessons have been learned and/or any if changes will take place because of the findings of the investigation.

Online Complaints Form

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