Complaints, Concerns and Feedback

You can contact DermBiopsy Solutions about a compliment, concern or complaint by:

• emailing info@dermbiopsysolutions.co.uk and marking the message “For the attention of the Complaints Lead”;
• writing to the Complaints Lead, DermBiopsy Solutions Ltd, 19 Marsh Road, Luton, England, LU3 2QF; or
• speaking to a member of the clinical team during a DermBiopsy Solutions service, who will explain the appropriate route.

Please do not send detailed clinical information through an unsecured website form. We will tell you how to provide information securely if it is needed.

DermBiopsy Solutions normally delivers care within an NHS hospital under a hosted insourcing arrangement. A concern may therefore involve DermBiopsy Solutions, the host NHS Trust, or both. You may complain to the NHS organisation that provided the service or to the commissioner that paid for it, but ordinarily not to both at the same time. We will cooperate with the host Trust or commissioner and agree who will coordinate the response, while keeping you informed.

You can also contact the host Trust’s Patient Advice and Liaison Service (PALS) or complaints department for advice and support.

• your name and preferred contact details;
• the patient’s name, date of birth and NHS number, where relevant;
• the hospital, clinic date and service involved;
• what happened and what you remain concerned about;
• what outcome or explanation you are seeking; and
• any communication or documents that may help us understand the concern.

A relative, friend, advocate or representative may complain on another person’s behalf. We will normally need the patient’s consent before sharing confidential information. Where the patient cannot consent, we will consider capacity, best interests and any relevant legal authority.

1. We will acknowledge a formal complaint within three working days.
2. We will offer to discuss the issues, the outcome sought, how the complaint will be handled and the expected response timescale.
3. We will identify the appropriate investigating lead and obtain relevant records and accounts from those involved.
4. Where another NHS organisation is involved, we will seek consent to share the complaint and coordinate a single response where appropriate.
5. We will keep you updated if the agreed timescale changes.
6. The final response will explain how the complaint was considered, the conclusions reached, any apology or remedy, learning identified and actions taken or planned.

We aim to resolve concerns as quickly as the complexity allows. The response timescale will be discussed and agreed with you rather than applying a fixed target to every case.

Complaints should normally be made within 12 months of the event, or within 12 months of becoming aware of the matter. We may accept a later complaint where there is a reasonable explanation and it remains possible to investigate fairly.

• complaints will be handled confidentially and information shared only where necessary;
• staff will be expected to cooperate openly and honestly;
• the statutory duty of candour will be followed where it applies;
• complaint themes and actions will be recorded and reviewed through clinical governance; and
• no person will be treated adversely for raising a genuine concern.

Please tell us promptly if you believe we have misunderstood or not addressed part of your complaint. Once the local NHS complaints process is complete, unresolved complaints about NHS-funded care may be taken to the Parliamentary and Health Service Ombudsman, whose service is independent and free. Current details are available at www.ombudsman.org.uk or by calling 0345 015 4033.

The Care Quality Commission does not investigate individual complaints on a person’s behalf, but it welcomes information about the quality and safety of regulated care. Current information is available at www.cqc.org.uk.

We can communicate in an alternative format and will make reasonable adjustments. Independent NHS complaints advocacy may also be available locally. Tell us what support you need when you contact us.