Clinical Complaints Policy

1. Policy Statement

MEL is committed to taking clinical, care-related and patient-safety concerns seriously where they relate to workers recruited, supplied or supported by MEL.

MEL operates as a recruitment and staffing organisation. Unless a separate contractual arrangement states otherwise, MEL is not the provider responsible for the clinical treatment, diagnosis or direct clinical management delivered by a client organisation.

Concerns relating to immediate patient safety must be reported without delay through the appropriate emergency, clinical or safeguarding arrangements at the relevant client organisation, as well as to MEL where the concern relates to a MEL worker or placement.

2. Purpose

This policy provides a structured process for receiving, recording, investigating and responding to clinical or care-related complaints involving MEL recruitment or staffing activity.

3. Scope

This policy applies to:

• healthcare workers supplied or recruited through MEL;
• candidates and workers;
• client organisations;
• patients, service users or representatives raising concerns about a MEL worker;
• MEL employees involved in healthcare recruitment; and
• other relevant stakeholders.

4. Examples of Clinical Concerns

Concerns may include allegations relating to:

• unsafe practice;
• failure to follow an agreed care or clinical procedure;
• professional conduct;
• medication-related concerns;
• failure to maintain appropriate professional boundaries;
• failure to follow safeguarding requirements;
• concerns about competence or qualifications;
• professional registration issues; or
• conduct that may place a patient or service user at risk.

5. Immediate Risk

Where a complaint indicates an immediate risk of harm, the person receiving the complaint should prioritise immediate safety.

This may include contacting emergency services, the responsible clinical professional, safeguarding team or client manager where appropriate.

6. Reporting a Complaint

Complaints may be submitted to MEL using the contact details published in this policy.

Complaints should provide, where possible:

• the complainant's contact information;
• the date and location of the incident;
• the identity of the worker involved, where known;
• a description of what occurred;
• any immediate action already taken; and
• supporting information or documentation.

7. Investigation

MEL will determine the appropriate level of investigation based on the nature and seriousness of the complaint.

The investigation may involve reviewing recruitment and compliance records, assignment information, training evidence, references, worker statements, client information and other relevant evidence.

Where the concern falls primarily within the responsibility of a client organisation or another professional body, MEL may cooperate with the relevant organisation while maintaining appropriate confidentiality.

8. Professional Registration

Where a concern relates to a regulated healthcare professional, MEL may consider whether the matter requires escalation to the relevant professional regulator or other appropriate authority.

9. Safeguarding

Any complaint suggesting abuse, neglect, exploitation or other safeguarding risk will be managed in accordance with MEL's Safeguarding Policy and applicable safeguarding arrangements.

10. Confidentiality

Complaints will be handled sensitively and information will only be shared where there is a legitimate reason, including safeguarding, legal, regulatory, contractual or investigation requirements.

11. Outcomes

Depending on the findings, MEL may take actions including additional training, supervision, reassessment of suitability, removal from an assignment, suspension from further placements, contractual action or referral to an appropriate authority.

12. Learning and Improvement

Where appropriate, lessons from complaints will be used to improve recruitment checks, training, placement processes and client communication.

13. Contact

MEL
6-9 The Square
Stockley Park
Uxbridge
UB11 1FW

Telephone: 020 8064 0994
Email: info@mymel.co.uk

14. Review

This policy will be reviewed annually or sooner following significant incidents, legal changes or identified operational risks.