The Holistic
Psychiatry Clinic Consultant Psychiatrists
Psychiatry Clinic Consultant Psychiatrists
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We welcome all feedback — including complaints. If something has not been right, we want to know, and we want to put it right. This page explains how to raise a concern, what to expect from us, and what further steps are open to you.
The Holistic Psychiatry Clinic is committed to providing safe, effective and compassionate psychiatric care. We take all concerns and complaints seriously, treating them as an opportunity to learn and improve.
We operate in accordance with CQC Regulation 16 (Receiving and acting on complaints) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Under this regulation, every complaint we receive must be investigated, and appropriate action must be taken in response to any failure identified.
Our commitment to you
Making a complaint will never affect the quality of care you receive from us. You will not be discriminated against or treated differently because you have raised a concern. This is a legal requirement under CQC Regulation 16 and a commitment we take seriously.
You may raise a complaint about any aspect of your care or experience with us, including:
Complaints may be made by a patient directly, or by a representative acting on a patient's behalf with their consent.
Complaints may be made verbally or in writing. We cannot require you to put your complaint in writing — you are entitled to raise a concern by telephone or in person if you prefer.
Complaints lead: Dr Suraj Gogoi / Dr Rani Bora
Email: admin@holisticpsychiatryclinic.com
Post: Bluestone Management Ltd, Lytchett House 13 Freeland Park, Wareham Road, Poole, England, BH16 6FH
Telephone: +44 (0)20 7099 5541 · Mon–Sat, by appointment
If you are unsure whether something you want to raise is a complaint, a concern or simply feedback, please contact us and we will help you. You should not feel uncertain about how to proceed.
All complaints follow a clear two-stage process in line with CQC requirements.
Acknowledgement
We will acknowledge your complaint within three working days of receiving it. Our acknowledgement will confirm we have received your complaint, explain how we intend to handle it, and invite you to discuss the process with us if you wish.
Investigation
We will carry out a thorough and fair investigation, which may involve reviewing clinical records, correspondence and any other relevant documentation. Where appropriate, we will speak with any clinician or member of staff involved. All parties named in the complaint will have the opportunity to be heard.
Response
We will agree a response timescale with you at the time of acknowledgement. We aim to provide a full written response within 20 working days. If this is not possible due to the complexity of the matter, we will write to you to explain the reason for the delay and provide a revised timescale. You will never be left without an update.
Resolution & Learning
Our written response will set out the outcome of our investigation, any action we are taking as a result, and an apology where one is appropriate. All complaints are logged and reviewed to identify trends and drive continuous improvement in our care and services.
Verbal complaints
If you raise a complaint verbally and it is resolved to your satisfaction within 24 hours, no further written response is required. If it cannot be resolved within 24 hours, or if you request a written response, we will treat it as a formal complaint and follow the full process above.
All complaints are handled with strict confidentiality. Information relating to your complaint will only be shared with those who need to be involved in the investigation and resolution process. Complaint records are held separately from clinical records and are retained for 10 years in accordance with professional guidance.
If you are not satisfied with our response at the local resolution stage, or if your complaint has not been resolved within six months of being raised, you have the right to escalate your complaint to an independent body.
As a private healthcare provider, unresolved complaints may be referred to the Independent Sector Complaints Adjudication Service (ISCAS), which provides independent adjudication for complaints about independent healthcare providers in the UK.
If you have concerns about patient safety or the quality of care provided by any registered health or care service — including this clinic — you have the right to contact the Care Quality Commission (CQC) directly. The CQC cannot resolve complaints on your behalf, but information you provide helps them decide where and what to inspect.
Care Quality Commission (CQC)
Website: cqc.org.uk — complain about a service
Telephone: 03000 616161
If your concern relates specifically to the professional conduct or fitness to practise of one of our clinicians, you may raise this with the General Medical Council (GMC).
Six-month rule
If you do not receive a final response from us within six months of raising your complaint, you are entitled to refer the matter to an independent adjudication body without waiting for local resolution to be completed. We will inform you of this right in any correspondence where a delay has occurred.
We recognise that making a complaint can feel daunting, particularly when it concerns healthcare. We are committed to making our complaints process as accessible and straightforward as possible.
If you need support in making your complaint — for example, due to a disability, communication need, or language requirement — please let us know and we will make appropriate arrangements. You are also welcome to bring a supporter, advocate or representative with you to any meeting relating to your complaint.
Independent advocacy support is available through your local Healthwatch organisation or the Citizens Advice Bureau if you would like help navigating the process.
If a complaint raises concerns that suggest an adult may be at risk of harm or abuse, we will follow our Safeguarding Policy and make the appropriate referrals to the relevant statutory authorities. This may occur alongside, or separately to, our complaints process.
If a complaint indicates that legal proceedings are being considered or have been initiated, we may seek guidance from our medical defence organisation before responding. We will inform you if this applies and will aim to do so promptly.
We operate in accordance with CQC Regulation 20: Duty of Candour. Where a complaint relates to a notifiable safety incident — an unintended or unexpected event that could have or did result in harm — we are required to be open and honest with you about what happened, offer an apology, and explain what we are doing to prevent recurrence.
Our clinicians take this duty seriously. If something has gone wrong in your care, we will tell you, even if you have not yet raised a concern.