All health organisations are strictly governed by the Care Quality Commission (CQC) to ensure that patients are provided with the highest quality care.
CQC ensures hospitals, care homes, dental and GP surgeries, and all other care services in England provide people with safe and effective care by inspecting their services against the following five quality standards:
- Are services safe?
- Are services effective?
- Are services caring?
- Are services responsive to people’s needs?
- Are services well-led?
Inspectors will talk to both staff and patients as well as review our systems, policies and practices. For more information, visit www.cqc.org.uk
All BrisDoc services have been inspected and rated as good or outstanding.
“Staff felt well supported by management in an open and transparent culture.”
“Patient feedback indicated that staff involved and treated people with compassion, kindness, dignity and respect.”
“The service had good systems to manage risk so that safety incidents were less likely to happen. When they did happen, the service learned from them and improved their processes.”
“The service routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines. The service monitored care and treatment through peer sampling of patient records using the Clinical Guardian audit tool.”
-CQC Report 2019-
Dealing with Complaints / Incidents / Significant Events
Whilst we seek to provide high quality patient and workforce care, we recognise that at times, individuals (such as patients / relatives of patients / other services) may not always be satisfied with the service that we provide and therefore have cause to make a complaint or raise an incident with us.
There may also be occasions where you have witnessed or been involved in an incident that has occurred. An incident is anything that had the potential to, or did, cause harm no matter how severe it was or insignificant you thought it to be.
In BrisDoc we use incidents to learn and improve – improvement being key in order to prevent a similar occurrence – so it is important every incident is reported.
BrisDoc takes a sensitive and non-punitive approach to reporting and investigating incidents and support all members of staff involved in an incident.
What to do if a patient/service user asks how they can make a complaint
Please inform the patient to detail their feedback or concerns via one of the below methods:
BrisDoc Governance Team,
Unit 21 Osprey Court,
Hawkfield Business Park,
Whitchurch
Bristol.
BS14 0BB
Ring the Governance Team on:
0117 937 0906 (9am – 5pm weekdays)
Pass them a “Complaint Leaflet” or feedback card to return to Osprey Court.
Inform them to visit our ‘Contacts’ page on the BrisDoc website (www.brisdoc.co.uk) and send an email to enquiries@brisdoc.co.uk
What to do if you wish to raise an incident or near miss:
Please complete an incident form on the incident portal as soon as possible to avoid details being forgotten. The portal can be accessed at https://brisdoc.co.uk/learning-events/.
It is the responsibility of all staff working at BrisDoc to report incidents and near misses through the online portal. It is our duty to report those incidents in which we are directly involved and those of which we are aware.