Harley Mind Care

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Complaints

Your Feedback is Important to Us

At Harley Mind Care Psychiatrists, we’re committed to offering high-quality psychiatric care. If you have concerns about our services or experiences you’ve had with our staff, we want to know.

Contact Information

DR HARNEET HUNDAL, Registered Manager

Quick Guide to Our Complaints Procedure

  1. Contact Us ASAP: Let us know about your complaint as soon as possible. We’ll acknowledge it within 3 working days.
  2. Investigation: We’ll review the matter thoroughly.
  3. Regular Updates: If the investigation takes longer than 10 days, we’ll keep you updated.
  4. Final Response: You’ll receive a detailed answer.
  5. Independent Review: If you’re not satisfied, an independent body can review your case.

Complaints procedure:

  • We aim to provide high-quality service to all our users. However, if you are unhappy with any aspect of our service or our practitioners, please let us know as soon as possible.
  • Stage 1 – You can contact us by email at complaints@harleymindcare.com or by phone at 0207 047 8888. We will acknowledge your complaint within 3 working days and try to resolve it within 10 days.
  • Stage 2 – If you are still dissatisfied with the outcome or seek arbitration you can contact the Independent Doctors Federation (IDF). Please contact a member of the IDF team on 020 3696 4080, or email at info@idf.uk.net.
  • Stage 3 – If you are still dissatisfied you can take the complainant to ISCAS for final adjudication. To find out more about ISCAS, including full documentation relating to the patient complaints process, please visit the ISCAS website here.

Details of Our Complaints Procedure

  • We aim to provide high-quality service to all our users. However, if you are unhappy with any aspect of our service or our practitioners, please let us know as soon as possible.
  • Stage 1 – You can contact us by email at complaints@harleymindcare.com or by phone at 0207 047 8888. We will acknowledge your complaint within 3 working days and try to resolve it within 10 days.
  • Stage 2 – If you are still dissatisfied with the outcome or seek arbitration you can contact the Independent Doctors Federation (IDF). Please contact a member of the IDF team on 020 3696 4080, or email at info@idf.uk.net.
  • Stage 3 – If you are still dissatisfied you can take the complainant to ISCAS for final adjudication. To find out more about ISCAS, including full documentation relating to the patient complaints process, please visit the ISCAS website here.

Timeframe for Complaints

  • General Rule: Within 12 months of the incident or its discovery.
  • Exceptions: Dr. HARNEET KAUR HUNDAL has the discretion to extend the time limit in specific cases.

Steps After Your Complaint

  • Immediate Action: We try to resolve all issues immediately.
  • Written Format: If we can’t resolve it immediately, you’ll be asked to submit a written complaint.
  • Acknowledgement: We’ll confirm receipt of your complaint within 3 working days.

Detailed Investigation

  • A full investigation involving documentation and logs.
  • Outside sources may be contacted with your signed consent.

Unreasonable or Aggressive Complaints

  • Managed by senior-level staff.
  • Contact and behaviour guidelines will be specified.

Safeguarding

  • Staff dealing with complaints have Level 2 Safeguarding training and undergo a DBS check.

Safeguarding

  • A detailed final response will be provided.
  • An offer for further reconciliation will be made if you’re unsatisfied.

Independent Review

  • Conducted by the Independent Doctors Federation (IDF) and Independent Sector Complaints Adjudication Service (ISCAS).
  • IDF – Please contact a member of the IDF team on 020 3696 4080, or email at info@idf.uk.net.
  • ISCAS – To find out more including full documentation relating to the patient complaints process, please visit the ISCAS website here.

Your Privacy Matters

Your complaint details will be kept confidential, separate from your medical records, in compliance with GDPR & Data Protection Act 2018.

Annual Review

We conduct an annual review of complaints to continuously improve our services.