Complaints Procedure

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Making a Formal Complaint

Re-Pat Ltd take all complaints extremely seriously and all staff are ommitted to rectify any problem as soon as it is brought to their attention.

Stage One

If a client/patient is dissatisfied with any of the services provided by Re-Pat Ltd, in the first instance we encourage that person/patient/family speak with the member of staff concerned. If you feel uncomfortable, dealing with your complaint with the crew then you should voice your concerns to the Company Director on 07842543082. The Company Director will acknowledge your concern and look to remedy the situation there and then.

If the complainant prefers they could send details of any complaint via email to richard@re- pat.co.uk or fill in the feedback form that are kept in the ambulance. The complainant has the choice to have the formal complaint dealt with by telephone (followed by) letter, or e-mail; however, a final confirmation of the outcome will be given in writing.

Written complaints can be submitted to Re-Pat Ltd, Registered Address, 40 Locks Hill, Portslade East Sussex BN41 2LD, or the team can be contacted by telephone 07842 543082. 

When submitting a complaint, as much information as possible should be included, including the nature of the concern, the date of the event where concerns were raised, the name(s) of the staff concerned and details of who you have spoken to about the problem.

Full details of the postal or email address where the final response is to be sent must be included. Receipt of the complaint will be acknowledged within 5 working days, by email or in writing, depending upon the preference of the complainant.

Stage Two

If Stage One does not have a satisfactory outcome, or if the problem reoccurs, the Service User or Client moves to Stage Two of the procedure. Stage Two will require the concerns or complaints being made in writing, either by the Service User/Client and by someone advocating on their behalf. All complaints will be investigated and responded to in writing by an Investigation Officer, which will be done by the Company Director.

As part of the investigation, the Investigation Officer may request further information or clarification in writing. Delay in response from the complainant may result in the investigation being delayed or, depending on the length of the delay, the complaint not being upheld. The Investigation Officer, at their discretion, may call upon internal and external resources to facilitate the investigation. This may include, but does not exclude, any other action such as discussing the case with a Registered Health Care Professional in cases relating to Clinical Practice and/or involving our HR team for matters relating to disciplinary action.

The complainant will be informed by writing the outcome of the complaint. If the complaint is upheld, the complainant will be informed of any action Re-Pat Ltd will take to remedy the complaint. If the complaint is not upheld, the complainant will be informed of the reasons why and will be given an opportunity to respond. A complaint may not be upheld if the complainant fails to provide further information as requested or if the complaint is considered vexatious.

Stage Three

If you are not satisfied by the way the complaint has been handled or with the response provided, you are able to request that the Managing Director reviews the complaint and the way in which it was dealt with. The Managing Director will ensure that the complaint has been dealt with fairly in line with company policies and procedures.

If the Company Director believes that a meeting should take place, they will write to the complainant to arrange a meeting. Both the Service User, Client or someone advocating for them, and Company Director can bring witnesses or someone to act in mediation. If new evidence is brought to light, which wasn’t requested during the investigation, the investigation may be re- opened. However, if new evidence is produced which wasn’t provided when requested during the investigation, the Company Director, at their discretion, may decide that the investigation will not be re-opened.

The Parliamentary and Health Service Ombudsman

If you’re not happy with how we’ve dealt with your complaint, and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman. The Ombudsman makes final decisions on complaints that have not been resolved by the NHS, government departments and some other public organisations. Their service is free for everyone. To take a complaint to the Ombudsman, go to www.ombudsman.org.uk or call 0345 015 4033. Their helpline is open Monday to Thursday from 8.30am to 5.00pm and Friday from 8.30am to 12pm.

The Care Quality Commission

Re-Pat Ltd are currently going through the application process of being a registered private ambulance provider, once this is finalised details will be provided on how to complain to the CQC who would be our governing body.

Stage Four

Complaint Outcome

When the investigation has been concluded, a copy of the report and outcome of the investigation will be provided in writing. Under Data Protection Regulations, information in the investigation relating to Personal or Sensitive Data may be redacted.

The company will aim to conclude an investigation within 28 working days of the original complaint being received, however 28 working days is a guideline and depends on other factors, including responses for further information or clarification. Any delay in which the 28 working day will be broken the complainant will be informed in writing.

We undertake to treat the complaint confidentially and to investigate it impartially and thoroughly.

Details of all complaints will be securely retained and destroyed after a three-year period following resolution of the original issue.