We are the small and dedicated team at Reverse Time Clinic:
Dr Aarti Narayan-Denning (Doctor) and Mrs Ellen Anderson (Practice Coordinator)
As an Indepent Healthcare provider, we strive to provide the best possible service for our patients. However, we recognise that sometimes you may feel that we have not met your needs.
If you have a complaint or concern about the service you have received from us (doctor or staff member), you are entitled to ask for an explanation.
We operate an in-house complaints procedure to deal with your complaint. This procedure does not deal with matters of legal liability or compensation.

Our promise to you
We will:
• Listen to your complaint or concern
• Respond by establishing a clear, appropriate plan of action, and provide you with relevant support and advice
• Improve the service however we can

We hope that we can resolve your problem easily and promptly, as far as possible at the time the problem arises and with the person concerned.

If your problem cannot be sorted out in this way and you wish to make a complaint we would like you to do so as soon as possible. This will enable us to establish what happened more easily.

Please make your complaint in writing where possible to:
Practice Coordinator
Reverse Time Clinic
Hockley Mill Stables
Church Lane, Twyford
Winchester SO21 1NT
If you would like assistance with making your complaint, a member of staff will be able to help you complete a Complaint Form.
Please be assured that any complaint you make written or verbal will be treated in strict confidence and have no effect upon the level of treatment and care that you receive at the practice.

If you would prefer a family member, friend or advocate to make the complaint on your behalf, they may do so and the centre will work with them and yourself to resolve the problem.
However whilst we can receive a complaint on your behalf we cannot provide any medical information to a third party without your authority. To discuss or provide confidential information we would require a note signed and dated by you. A member of our staff would be happy to assist you with this.

Your complaint will be acknowledged within three working days of receiving it. This may be a phone call from us to you (or to your advocate) to make sure we fully understand your complaint.
We aim to make a full response or a progress update to you within the next 20 working days.
During that time the centre will conduct an investigation to find out what has happened and whether there is any action that can be taken to put things right. If at the end of those 20 days we are still conducting our investigations we will notify you of the position and keep you fully informed until our investigations have been concluded.
As a result of the practice investigation we will:
• Make sure you receive an apology if we are at fault
• Find out what has happened and what went wrong
• Make it possible for you to discuss the problem with those concerned if you would like this
• Keep you informed of our progress
• Identify what we can do to make sure that problem does not happen again

We hope that through our practice complaints procedure we can resolve your problem satisfactorily. We believe that this will give us the best chance to put the matter right with you and the opportunity to improve our services for all our patients.
If you remain dissatisfied following the final response from the practice complaints procedure, then you can request a review of your complaint, known as Stage 2 by writing to:
Complaint Manager
The Independent Doctors Federation
Lettsom House
11 Chandos Street
Marylebone
London W1G 9EB
Escalation to Stage 2 must be made in writing within six months of the final Stage 1 response.

The IDF Complaint Resolution Procedure will consider your complaint.
The IDF Complaint Manager will send you an acknowledgement of your letter within three working days of receipt of your complaint and will request a summary of the matters that remain outstanding that you wish to be investigated.
You will be invited to attend a meeting at the start of Stage 2 in order to clarify the matters that remain outstanding and obtain a greater understanding of what you hope to achieve by escalating the complaint.
The IDF Complaint Manager will not have been involved in the matters that led to the complaint or the handling of the complaint at Stage 1. You will be asked to consent to release of records from the doctor. The IDF Complaint Manager will undertake a review of the documentation, any correspondence and the handling of and response to the complaint at Stage 1.
If the review is still in progress after 20 days a letter will be sent to you explaining the delay and a full response made within five days of reaching a conclusion. In any event a holding letter will be sent every 20 days where a review is continuing.The IDF Complaint Manager will write to you when the review is completed to either confirm the outcome at Stage 1 or to offer an alternative resolution
At this time the IDF will advise you of your right to take the matter further to Stage 3 Independent External Adjudication by the Independent Sector Complaints Adjudication Service (ISACS).
Throughout the process all information, documents and records relevant to your complaint will be treated in the strictest confidence and no information will be divulged to any parties who are not involved in the IDF Complaint Resolution Procedure, unless required to do so by law.

If you have concerns about the care given by a UK-based health or social care organisation, you can contact the independent regulator of healthcare for the UK.
Care Quality Commission on 03000 616161
The CQC website has a feedback form where you can submit your enquiry online:
https://www.cqc.org.uk/give-feedback-on-care?referer=contactus