At Niva Medical Clinic, we are committed to providing high-quality, safe, and compassionate healthcare. We value patient feedback and view complaints as an opportunity to learn, improve our services, and ensure we continue to meet the highest standards of care.

If you are dissatisfied with any aspect of the service you have received, we encourage you to let us know as soon as possible so that we can investigate your concerns fairly, openly, and promptly.

We aim to resolve concerns at the earliest opportunity and will treat all complaints seriously, sensitively, and confidentially. Raising a complaint will not adversely affect the care or treatment you receive from Niva Medical Clinic.

Our full complaints procedure is available to patients, relatives, carers, and authorised representatives upon request.

Our complaints process consists of three stages:

Stage 1 – Local Resolution

We encourage patients to raise concerns directly with us in the first instance.

Complaints may be made verbally, by telephone, in person, or in writing and should ideally be raised as soon as possible, and normally within six months of the event giving rise to the complaint or within six months of becoming aware of the matter.

Complaints can be submitted:

By Email: info@nivamedicalclinic.co.uk

By Post or in Person:

Niva Medical Clinic
12 Buckingham Parade, The Broadway
Stanmore
HA7 4EB

By Telephone: 020 8865 1938

Upon receipt of a written complaint, we will acknowledge it within three working days.

The complaint will be investigated by an appropriate member of the management team. This may involve reviewing medical records, correspondence, policies, and obtaining statements from staff involved in the patient’s care.

We aim to provide a full written response within 20 working days. Where an investigation is likely to take longer, we will keep the complainant informed of progress and provide updates at least every 20 working days.

Our objective is to conclude Stage 1 within three months wherever possible.

If the complainant remains dissatisfied following receipt of the Stage 1 response, they may request a review under Stage 2 within six months of the date of the final Stage 1 response.

Stage 2 – Complaint Review

A request for a Stage 2 review should be submitted in writing to the Clinical Director.

We will acknowledge receipt of the request within three working days.

The complaint will be reviewed by a senior member of the clinic team who has not previously been involved in the investigation wherever possible.

The review may include:

• Examination of the complaint and supporting documentation.
• Review of the Stage 1 investigation and response.
• Further enquiries with staff members involved.
• Consideration of any additional information provided by the complainant.
• A meeting, telephone call, or video consultation with the complainant where appropriate.

A written outcome of the review will normally be provided within 20 working days. If additional time is required, regular updates will be provided.

Our aim is to conclude Stage 2 within three months.

Stage 3 – Independent Mediation

If, following completion of Stages 1 and 2, the complainant remains dissatisfied with the outcome, Niva Medical Clinic may, where appropriate and by mutual agreement, offer independent mediation as an alternative method of resolving the complaint.

Mediation is a voluntary and confidential process in which an independent third party assists both parties in reaching a mutually acceptable resolution. The mediator does not make decisions or impose outcomes but facilitates constructive discussion between the parties.

Requests for mediation should normally be made within six months of receiving the Stage 2 response.

The decision to proceed to mediation will be considered on a case-by-case basis and requires the agreement of both the complainant and Niva Medical Clinic. Any costs associated with mediation will be discussed and agreed in advance.

Where mediation is unsuccessful or either party declines to participate, the complainant retains the right to seek independent legal advice or contact the relevant professional regulator where appropriate.

Examples of organisations providing independent mediation services include:

Centre for Effective Dispute Resolution (CEDR)
100 St. Paul’s Churchyard
London EC4M 8BU
United Kingdom

Website: https://www.cedr.com

Other Sources of Advice

Patients may also raise concerns with the relevant professional regulator where appropriate, including:

• General Medical Council (GMC)

• Nursing and Midwifery Council (NMC)

• Health and Care Professions Council (HCPC)

Concerns regarding regulated healthcare services may also be shared with the Care Quality Commission (CQC).

Please note that regulatory bodies do not usually investigate or resolve individual complaints but may consider information provided as part of their regulatory functions.

Learning from Complaints

All complaints are reviewed by the management team and, where appropriate, discussed within our clinical governance processes.

Where lessons are identified, we will implement appropriate actions to improve patient care, communication, policies, procedures, staff training, or service delivery.

Our aim is not only to resolve concerns fairly but also to continually improve the care and experience we provide to our patients.

Confidentiality

All complaints will be handled confidentially and in accordance with applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Where a complaint is made on behalf of a patient, we may require written consent from the patient before disclosing confidential information.