Connect Health is firmly committed to providing a high-quality service and continually improving the quality of service it provides
If you are unhappy with the treatment or service you have received from Connect, you are entitled to make a complaint, have it considered and receive a response in writing. This leaflet describes Connect’s complaints procedure, which is in line with the NHS complaints procedure.
Connect provide a range of services to the NHS, employers and the public, all of whom are included within this procedure.
Connect’s Principles for Managing Complaints
- Connect aims to resolve complaints as quickly as possible, particularly through an immediate informal (verbal) response by front line staff
- Connect will ensure that all complaints are handled promptly, openly and thoroughly
- Connect’s complaints procedure will be fair to the complainant and Connect staff
- Connect will ensure the process is supportive and without blame, leading to improvement in standards of service delivery, patient safety and care
- Connect will carry out a full investigation which is focused on resolution being open and honest with all complainants
- If resolution cannot be reached at local level, Connect will inform the complainant of how they can escalate their complaint or obtain an independent review of their complaint (if appropriate)
Who Can Complain?
A complaint can be made by a patient, a carer responsible for a patient or persons affected or likely to be affected by the actions or decision of Connect or its practitioners. A complaint made by someone acting on behalf of the patient, must have the patient’s consent to do so.
To Whom Should I Raise My Concern/Complaint Initially?
The first stage of our Concern & Complaints Procedure is ‘Local Resolution’. This applies principally where a ‘concern’ (usually made verbally in the first instance), is shared with a member of staff at Connect. This could be to one of our Patient Care Advisers over the phone, to the individual practitioner who provided the service, or alternatively to the Connect Manager of that service.
‘Local resolution’ aims to resolve concerns and complaints quickly as close to the source of the complaint as possible, and, if possible, without the need to make a more formal complaint. In our experience, most complaints are due to simple areas of misunderstanding or unforeseen minor errors. In both instances, verbal dialogue, an explanation and if necessary an apology, is all that is required.
How Do I Make a Formal Complaint?
If local resolution has not been successful, your concerns have not been addressed or if you feel your complaint is of such significance that it requires escalating to a higher authority, you will need to put your complaint formally in writing (by post, email, or via our website), This should be directed to the local Manager responsible for the service you received, or to Connect’s Head Office for the attention of our Complaints Coordinator (see below).
Please be aware that if you make your complaint verbally, a written record will only be made by Connect, at our discretion. If you make a complaint in writing, Connect will ensure it is logged formally and responded to fully, in writing.
What is the Process for Reviewing My Complaint?
Connect’s timescales for managing complaints are in line with NHS Complaints Management Timescales. For all written complaints that we receive, you will receive:
- Acknowledgement, within 3 working days of receipt
- A full response, following a review from a Connect manager, within 30 working days
You will be kept informed of progress if, for any reason, this is not going to happen.
Where Can I Get Independent Advice & Help?
If for any reason, you are unhappy with Connect’s formal response to your complaint, then you should consult with the person/organisation who referred you to Connect (unless you referred yourself). Eg your GP or Employer. If you were referred to Connect via the NHS, (i.e. paid for by your GP) you may have access the independent Patient Advice & Liaison Service, known as PALS, who support patients and carers in trying to resolve any issues as quickly as possible.
Find your local PALS or contact your GP surgery for support.
[Please note some areas no longer have PALS services available to patients].
The Health Service Ombudsman
NHS patients referred to Connect, who remain unhappy after local resolution and independent review, can also seek a further review from the Health Service Ombudsman. The Ombudsman is independent of both the NHS and private organisations and can be contacted at:
Telephone: 0345 015 4033
How to Formally Lodge a Complaint
If you feel the need to make a ‘formal’ complaint about any aspect of treatment or care you have received from Connect, then please send your complaint in writing to:
The Complaints Coordinator
Connect Health (Central Office)
Floor 2 The Light Box,
Quorum Business Park,
Newcastle upon Tyne,
If you prefer to email your complaint, then please email to: email@example.com | Complaints Policy
Subject Access Request Form
Please follow the link below to download the necessary form for you to access your health records where you will prompt to complete the details requested on this form and return to the relevant department that is specified on the document.
Please note that if you are making an application on behalf of somebody else we require evidence of your authority to do so i.e. signed consent, personal authority, court order etc.
When the information will be released
The Organisation will deal with your request promptly, and in any event the records will be sent to you within 28 days of receipt of your accurately completed form. If we encounter any difficulties in locating your data we will keep you informed of our progress.
Amending information within your record
Individuals do not have a right to have professional opinions or judgments deleted from the record, unless the entry is factually incorrect. However, if you disagree with any content of the record, you can ask to have a statement added to reflect your opinions. You are entitled to a copy of what has been added
All documents are sent by Royal Mail signed delivery.
If you have queries and to contact us directly please email firstname.lastname@example.org
Recognition of vulnerability is a key first step in providing equality in care.
Our mandatory training schedule includes Safeguarding and Mental Capacity Act. This training develops skills in identifying/escalating concerns and identifying mental capacity prior to consent, in line with relevant legislation.
Staff response to concern about a child or adult at risk
Where cause for concern is raised, our process revolves around the “four R’s”:
- Recognise concerns
- Record accurately in the clinical system
- Respond by contacting duty DSO
- Referral – the DSO reports to local authority safeguarding team
Bi-annual updates to all clinical and patient-facing administrative teams are additional to mandatory training to reinforce the importance of recognising safeguarding concerns. Here we report to staff any case studies within the Connect network as learning opportunities and report changes in safeguarding trends or local/national policy.
We ensure through the Clinical Governance monitoring and quarterly reporting that all relevant staff are trained as above and consistently report 100% compliance.
Safeguarding Adults at Risk Policy
Safeguarding Children Policy
Quality Management Policy Statement
Connect Health was established in 1989 to provide physiotherapy services to both public and private sector customers. With our Head Office based in Newcastle upon Tyne, we provide services nationwide and employ over 600 people.
Quality is important to our business because we value our customers. We strive to provide our customers with products and services which meet and even exceed their expectations. We are committed to continuous improvement and have an established Quality Management System which provides a framework for measuring and improving our performance.
We have the following systems and procedures in place to support us in our aim of providing total customer satisfaction, meeting all regulatory and other requirements made of us, and ensuring continuous improvement, throughout our business:
• Regular gathering and monitoring of customer feedback
• Customer complaints procedure
• Selection and performance monitoring of our employees and suppliers, against set criteria
• Training and development for our employees
• Regular audit of our internal processes
• Measurable quality objectives, which reflect our business aims
• Assessment and management of risks
• Management review of audit results
• A focus on Continuous Improvement, through ‘lessons learned’ and innovative development
Our internal procedures held in our Quality System are reviewed regularly and are made available to all employees. Training and support on these procedures, is provided where necessary.
This policy, posted on the Company Notice Board, is also accessible to employees through our intranet and can be made available to our customers.
Our Managing Director has ultimate responsibility for quality, with the Head of Governance responsible for monitoring compliance across the business. All employees have their own responsibility within their areas of work. Collectively it is everyone’s responsibility to ensure that quality is embedded in everything we do, across the whole of the company.
Download Connect Health’s Quality Management Policy Statement
From 6th April 2017 employers in Great Britain with more than 250 employees are required by law to publish their gender pay gap information, covering pay and bonuses. Connect Health has published its 2017 figures, and a summary to explain the action we have put in place to reduce the gap.
What is Gender Pay Gap Reporting?
Gender pay gap repoting does not mean that orgnaisations must report on equal pay. Equal pay is about differences in the actual earnings of men and women doing equal work. Connect Health is an equal pay employer.
From 2017 onwards, any UK organisation employing 250 or more employees must publicly report on its gender pay gap in si different ways: the mean and median gender pay gaps; the mean and median gender bonus gaps; the proportion of men and women who received bonuses, and the number of men and women according to quartile pay bands.
The gender pay gap shows the differences in the average earnings between all men and women in an organisation.
The mean (or average) gender pay gap is the difference between the mean hourly rate of pay of male full-pay relevant employees and that of female full-pay relevant employees.
The median (or middle) gender pay gap is the difference between the median hourly rate of pay of male full-pay relevant employees and that of female full-pay employees.
At Connect we are committed to ensuring the best standards of practice in all our activities. This extends beyond assuring the quality and safety of our clinical services, to ensure high standards of quality and safety in the way we handle and manage personal data.
In particular, our approach to data privacy and security is designed to protect the interests of:
- Our Patients
- Our Staff
- Individuals who interact with our website
Individuals from any of the above categories can be assured that the protection of privacy and confidentiality are given the highest priority, with all personal information being collected, held and used in strict compliance with the Data Protection Act 2018 and the General Data Protection Regulations (GDPR) 2018
Type of data and the legal grounds on which data is processed
As a Healthcare organisation we have a legal duty to collect and process information relating to the creation of medical records (patients) and personnel records (staff), as well as receiving inquiries (website) and conducting surveys. As such, we will ensure all personal data is collected, held and transferred (where required) in a lawful manner and in line with GDPR ‘good practice guidelines’.
Who controls the data we hold
Connect Health Ltd will be the Data Controller for the information we gather from you, although ultimately it is the individual themselves who have control of the data, in line with an ‘Individuals Rights’ (unless exceptional legal jurisdiction applies). In the majority of cases Connect Health employees will be the ‘data processors’, who collect, store, transfer and destroy the data, in line with appropriate guidelines or individuals expressed wishes (where applicable). This will only occur in line with the purpose for which the data is collected and will not be manipulated, transferred or destroyed without legal basis or an individual’s expressed wishes. No data will be transferred outside of EU borders.
How long will the data we hold to be kept for
Different types of data have different legal ‘retention periods’ that we abide by, such as medical records and personnel records retention periods. Personal data will be held for no longer than is necessary and will be destroyed appropriately when the data retention period has expired. Equally, individuals have the right to ask for their data to be destroyed or transferred elsewhere if they wish, at any time (providing no other laws prevent this from happening).
The rights of the individuals whose data we process (Data Subjects)
GDPR regulations allow individual ‘data subjects’ particular rights, the key ones being:
- Right to be informed– of how we fairly process your data
- Right to access– the data that is held on you
- Right to rectification– of any data felt to be inaccurate or incomplete
- Right to erasure– of your data (otherwise known as ‘right to be forgotten’)
- Right to restrict processing– to ‘block’ or prevent further processing of existing data
- Right to data portability– transferring data to another provider/data controller
- Right to object– to processing (inc profiling), direct marketing, and certain types of research
- Right to question automated decision making(eg for the purpose of profiling)
We will accommodate your wishes in line with your rights under GDPR as long as it is not contravened by any other relevant associated regulations.
Information collected through our website
We do not collect any personal information from visitors to our website other than information that is knowingly or voluntarily given. Anonymous information is collected, such as the number of visitors to the website in a given period but is purely statistical and cannot be used to identify an individual user.
Cookies are not used to collect any other information from visitors to the website. Visitors interested in requesting more information must provide contact details and the reason for their request. Visitors will not be contacted by us, unless such information is given, and contact is specifically requested.
We will never pass any personal information to any third party outside of our organisation (unless they are commissioned for data processing activities where we remain the ‘data controller’) without your consent.
We take appropriate measures to safeguard the information we hold from unauthorised access or improper use. Our data is stored in a secure, protected environment. Only users authorised by us have access to this data.
Integrity of Data
We take all reasonable measures to ensure that the information we hold is accurate. In particular, we use reliable collection methods and destroy or convert to an anonymous form, any out of date data. Individuals may request details of all personal information held by us so as to contest inaccurate or incomplete data, verify the information and have it corrected as appropriate.
Complaints & Concerns
Alternatively, you can raise an issue, if you feel we have in any way handled your personal data unfairly or inappropriately, with the Information Commissioners Office. Further details on GDPR and data protection laws can also be found at the ICO website.
Terms & Conditions
Access to Health Records
Application for access to health records form
Connect Health is the trade name for Connect Physical Health Centres Ltd
The following sets out the terms and conditions of use of Connect’s website and associated online services. It is your responsibility to read and understand these terms which govern your viewing and use of the website and any of Connect’s associated online services.
If you do not agree with these terms and conditions, then please do not use Connect’s website or online services.
Information & Advice
Connect will not be liable for any personal injury, damage, harm or loss, physical or financial, direct or consequential, as a result of individuals accessing this site.
Connect shall not have any liability for any loss or damage arising out of the use of or reliance on the information and advice provided including specific exercises, advice on conditions or similar information, exercises and advice provided by other parties with links to/from this site.
Connect reserve the right to make changes or corrections, alter, suspend or discontinue any aspect of the website, the content or services or products available through it, including your access to it. Unless explicitly stated to the contrary, any new features including new content, our provision of new products and services, or resources shall be subject to these terms and conditions.
Whilst we have taken all reasonable care to ensure that the information and material contained on the website is accurate at the time of last revision, no representation or warranty, express or implied, is made as to its accuracy, completeness or that it remains up to date.
You understand that we do not control or endorse content published on the site, which is supplied by or quotes the source of specific content from third parties. All such content, which is offered by third parties that are not affiliated with Connect or otherwise connected with us, is published in good faith. We do not in any circumstances accept responsibility for the accuracy or otherwise of such content published or used.
To the fullest extent permitted by applicable law, we accept no liability for any loss or damage of any nature whatsoever and howsoever arising out of or in connection with the viewing, use of performance of the website or its contents whether due to inaccuracy, error, omission or any other cause arising directly or indirectly from the use of the information or material contained on, or services offered by, this site and whether our part of the part of our servants, agents or any other person or entity.
It is your responsibility to ensure that your computer system meets all relevant technical specifications necessary to use the website and is compatible with the website. Connect cannot and do not guarantee or warrant that any material available for downloading from the website will be free from infection, viruses and/or other code that has contaminating or destructive properties. You are responsible for taking sufficient precautions and virus checks (including anti-virus and other security checks) to satisfy your particular requirements for the accuracy of data input and output and the inherent risks in using the internet. Connect accepts no responsibility for any loss you may suffer as a result of accessing or downloading information from this site.
You are entitled to view copy and print documents from this site solely for your own non-commercial use, provided that you do not remove any copyright or other proprietary notices.
You may not sell, publish, reproduce, sublicense, assign, modify or change any portion of this website or any content and information contained within this site without our prior written consent.
Should you leave this site via a link contained in this site and view content that is not provided by Connect, you shall do so at your own risk. We provide links only as a convenience and without liability. The ability to link to another website does not mean that we endorse or guarantee such site, site sponsor or site content. In addition, be aware that when you leave this website you will be subject to the terms and conditions of use of the websites you are visiting.
Terms and Conditions of Purchase
Digital Health – Physitrack
Connect Health, the leading independent provider of community musculoskeletal (MSK) services, is rolling out Physitrack, a web and iOS-based exercise app that allows clinicians to engage with patients around high-quality exercises and patient information, throughout the UK.