Kernel Diagnostic Laboratories Complaints Policy

Policy Statement:

At Kernel Diagnostic Laboratories, we are committed to addressing and resolving complaints from our service users promptly and effectively. This policy outlines the procedures for receiving, documenting, investigating, and responding to complaints in a manner consistent with regulatory requirements and our commitment to quality service delivery.

Receipt of Complaints:

  1. Complaints from service users can be received verbally or in writing, either formally or informally.

  2. All staff interacting with service users must be trained in handling complaints, in accordance with the Training Policy.

  3. Upon receiving a complaint, a record of the complaint and any subsequent actions, outcomes, or communications with the complainant will be documented, as per the Records Management and Retention Policy.

  4. An acknowledgment email will be sent to the complainant upon receipt of the complaint.

Handling of Complaints:

  1. Complaints may be received through various channels, including Kernel Diagnostic Laboratories LIMS, email, or verbal communication.

  2. Formal complaints received via email are to be treated seriously and escalated to the appropriate staff immediately.

  3. Verbal complaints must be documented in writing by the staff member who received them before further action is taken.

  4. In the event of a complaint lodged with an external authority, Kernel Diagnostic Laboratories will fully cooperate with any audits or investigations.

Documentation and Monitoring:

  1. All complaints will be registered, tracked, and monitored using the Customer Complaint and Feedback spreadsheet by the Quality Manager.

  2. Customers may use the Customer Complaint Registration Form to submit written complaints.

  3. Complaints received outside the staff member's area of expertise must be delegated to an appropriate colleague.

Resolution and Follow-Up:

  1. Service user experience must not be adversely affected by lodging a complaint, as it constitutes discrimination and serious misconduct.

  2. Immediate investigation and action, in accordance with the Investigation and Action Policy, will be taken against staff found to impact a user's experience due to a complaint.

  3. Breach of the Confidentiality Policy and the Consent and Determining Capacity Policy in handling complaints will result in immediate action due to serious misconduct, unless exempted under the Safeguarding Policy or other valid exceptions.

  4. Complaints must be acknowledged within 7 days, and any further action should be promptly communicated to the complainant.

  5. Complainants may escalate their claims to senior staff if dissatisfied with the initial response, which will be reviewed and assessed accordingly.

Confidentiality and Transparency:

  1. Complaints may be lodged anonymously, with status updates provided if contact information is available.

  2. Kernel Diagnostic Laboratories commits to improving service based on complaints, monitoring trends, and addressing common issues to enhance user experience and regulatory compliance.

  3. Duty of Candour and transparency, per the Disclosure and Transparency Policy, will be upheld, especially in cases constituting notifiable safety incidents or incidents requiring disclosure.

Method of Handling a Complaint:

  1. Assess the complaint's cause and severity, escalating or deescalating as appropriate.

  2. Initiate an investigation/review into the complaint, determining the cause and proposing preventive actions.

  3. The staff involved in the complaint will not be part of the investigation.

  4. Complaints constituting gross misconduct or requiring escalation will be forwarded to the appropriate authority.

  5. Upon closure, the complainant will be informed via email.

CQC Reporting:

  1. Information requested by the CQC regarding a complaint must be provided within 28 days of the request.

Policy Review:

This policy will be reviewed annually or as needed to ensure compliance with regulatory standards and best practices.

Note: This is a publicised version of the internal complaints policy document.