Concerns and Complaints

How to raise a concern or complaint?

At Neurodiverse Nurse, we are committed to providing quality, safe, and compassionate care.

If you are unhappy with any aspect of your care, we want to hear from you. This page explains how to resolve concerns or make a formal complaint, what qualifies as a complaint, and how we will respond.

What is a concern and what is a complaint?

NDN are committed to making your experience with us timely, supportive, and as accessible as possible. But if something isn’t quite right, we want to know so that we can put it right and continually learn and improve. The quickest way to resolve most issues is to raise a concern with us. A concern is an informal expression of dissatisfaction or worry, usually about a specific issue such as missed appointment, delay, miscommunication, or technical hitches. These are often resolved quickly by with an apology or solution. Raising a concern doesn’t start a formal investigation. It is simply a way of letting us know that something is not working for you so that we can help. Sometimes this helps us improve things for others too.

If your concern isn’t resolved or if you prefer to take a more formal route, you can make a complaint. A complaint is a formal expression of dissatisfaction about any aspect of the care, treatment or service you’ve received. Complaints are handled through a structured process and may involve a formal investigation and written response. We take all complaints very seriously at NDN.

Examples of complaints might include concerns about treatment on medication, unprofessional behaviour, issues with safety or safeguarding concerns.

Whether you raise a concern or make a complaint, we’re here to listen and help. Your feedback matters. We welcome all feedback be it wonderful to read or difficult to hear.

How to submit a formal complaint?

To ensure that your concern is properly investigated, all formal complaints must be submitted in writing, and this can be done via email. Response times. We aim to investigate and quickly respond to complaints and certainly within 14 days.

If you’re still not satisfied.

If you remain unhappy after we’ve responded in writing to your complaint, you have the right to escalate your complaint externally to the independent sector complaints adjudication service, ISCAS. The Care Quality Commission CQC recommends that private patients escalate complaints to ISCAS if they remain dissatisfied after completing a provider’s internal complaints process. You can also share concerns with the Care Quality Commission. The CQC does not investigate individual complaints but monitors service standards.

If you would like to make suggestions on how we can improve our services, we always welcome a critical friend.