Complaints

We want everyone who uses Your Path to feel listened to, respected and well supported. If something has not met your expectations, we want to hear about it. Feedback, positive or negative, helps us improve, and raising a concern will never affect the care or service you receive from us.

How to raise a concern

You can contact us in whichever way is easiest for you:

• Email: support@yourpathneuro.co.uk (please put “Complaint” in the subject line)
• Telephone: 0208 058 1616, Monday to Friday, 9am to 5pm
• Post: Complaints, Your Path Neurodevelopmental Services Limited, The North London Therapy Practice, 32b North End Road, Golders Green, London NW11 7PT

It helps if you can tell us what happened and when, who was involved, how it affected you, and what you would like us to do. If you would prefer someone to complain on your behalf, such as a family member, advocate or representative, we will need your written permission.

If you need us to communicate in a particular way, for example by email only, in writing, or with extra time, please tell us and we will make adjustments.

If you are not satisfied with our response

Please reply to us and say why. We will review the outcome again at director level. If you are still dissatisfied, you can take your complaint further:

• Independent Sector Complaints Adjudication Service (ISCAS), which provides independent adjudication for private healthcare complaints. [Include only if Your Path is a subscribing member. Add registration details.] Website: iscas.org.uk
• Care Quality Commission (CQC), which regulates health and social care services in England. [Include only if registered.] Website: cqc.org.uk. The CQC cannot investigate individual complaints, but it welcomes information about the quality of services.
• The professional regulator of the clinician concerned. If you are worried about a clinician’s fitness to practise, you can contact their regulator directly, for example the Health and Care Professions Council (hcpc-uk.org) for HCPC-registered practitioners, or the General Medical Council (gmc-uk.org) for doctors.
• The Information Commissioner’s Office (ICO) for concerns about how we have used your personal information. Website: ico.org.uk. Telephone: 0303 123 1113.

You do not have to use our internal process first before contacting a professional regulator or the ICO.

Confidentiality and record keeping

We handle complaints confidentially. Complaint records are kept separately from your clinical record and shared only with the people who need them to investigate and resolve the matter. We keep them for [6] years, in line with our Privacy Notice, and review complaints regularly to identify learning and improve our service.

Compliments and feedback

If we have supported you well, we would love to hear that too. Please email support@yourpathneuro.co.uk.