Quality Assurance

The welfare, safety and wellbeing of our patients is central to our service and we aim to provide an efficient and quality service in safe and relaxed surroundings.

We hope that the following information will support you through your patient journey here at The Karri Clinic and if you have any questions about our service, please do not hesitate to get in touch.

We greatly value our patients’ feedback and would welcome yours. Please contact us and tell us about your experience at The Karri Clinic, thank you.

 

Confidentiality

We comply with the Data Protection Act and the Access to Records Act. We take our responsibility to protect the confidentiality and security of personal information very seriously and make every effort to ensure that patient confidentiality is maintained at all times by all members of staff.

All staff working at The Karri Clinic are subject to stringent confidentiality requirements and no information from your records will be released to third parties without your specific consent.

At The Karri Clinic, your self-reported medical history is stored and encrypted in our medical database. A robust firewall exists to prevent unauthorised external access to the database and the database is backed up daily in line with national guidelines. Your paper medical records are securely locked away.

The Karri Clinic aims to become ‘paperless’ in the future with all documentation, correspondence and operation notes scanned into a patient’s file.

 

Access to health records

You have the right to see and have access to your medical records and may request a copy of your records at any time, subject to a small administrative charge.

If you require access to your medical records please ask to speak to the Practice Manager, on 01482 976980 or email info@thekarriclinic.co.uk

 

Concerns

If you have any concerns regarding the confidentiality of your personal medical records, or you would like further information, please discuss this with the Practice Manager or email info@thekarriclinic.co.uk

 

Complaints

Complaints Procedure

Should you be unhappy about any aspect of our service or care that we have provided, a complaints procedure has been set up, ensuring all grievances are dealt with rapidly and efficiently for the benefit of all parties concerned.

You are welcome to contact the Practice Manager at any time to register a complaint or discuss any concerns you may have about your treatment. We will make every effort to resolve the complaint in an appropriate manner and to mutual satisfaction.

If you are unhappy with the outcome of an informal discussion, or would like your complaint investigated more fully, you can make a formal written complaint to The Karri Clinic. We will acknowledge receipt of the complaint within 2 working days.

Complaints about clinical matters will be investigated by Mr Karri, and where relevant, any other visiting practitioner with practising privileges who may be connected with the complaint. Administrative complaints will normally be investigated by the Practice Manager.

Every effort will be made to complete these investigations within 7 working days. After a thorough investigation, a meeting will then be arranged where the matter can be discussed openly, recorded and hopefully resolved.

A full response in writing, setting out the conclusion of the investigation and any action, is to be made within 20 working days of receipt of the complaint.

Further information and a full copy of the complaints procedure can be obtained from the Practice Manager on request.

 

Equality & Diversity

Equality and Diversity Policy

Our policy is designed to ensure and promote equality and inclusion, supporting the ethos and requirements of the Equality Act 2010 for all visitors to The Karri Clinic.

 We are committed to:

  • ensuring that all patients / visitors are treated with dignity and respect
  • promoting equality of opportunity between men and women
  • not tolerating any discrimination or perceived discrimination against, or harassment of, any visitor for reason of age, sex, gender, marital status, pregnancy, race, ethnicity, disability, sexual orientation, religion or belief
  • providing the same treatment and service to any patient / visitor irrespective of age, sex, marital status, pregnancy, race, ethnicity, disability, sexual orientation, medical condition, religion or belief

 

This policy applies to the general public, including all patients and their families, visitors and contractors.

 

If you feel discriminated against:

  • You should bring the matter to the attention of our Practice Manager
  • Our Practice Manager will investigate the matter thoroughly and confidentially within 14 working days
  • Our Practice Manager will establish the facts and decide whether discrimination has taken place and advise you of the outcome of the investigation within 14 working days

 

If you are not satisfied with the outcome, you should raise a formal complaint through our Complaints Procedure.

 

Discrimination against our clinic staff.

The Karri Clinic will not tolerate any form of discrimination or harassment of our staff by any patient. Any patient who expresses any form of discrimination against or harassment of any member of our staff will be required to leave the clinic immediately. Mr Karri or any other practitioner at The Karri Clinic may refuse to treat the patient if the behaviour continues.

 

Care Quality Commission

The Karri Clinic is registered with the Care Quality Commission (CQC) as an independent private clinic. The CQC is responsible for inspecting all independent healthcare establishments routinely to ensure the safety and wellbeing of patients through an examination of the processes and procedures in practice.

Patients can contact the CQC should they wish to seek independent advice regarding any aspect of their healthcare with The Karri Clinic. The CQC can also provide patients with a copy of the most recent inspection report about the clinic. This is also available upon request from the Practice Manager.

 

Chaperones

Chaperones are available on request for any patient undergoing any form of physical examination.  Alternatively, patients are also welcome to bring a friend or relative with them to consultations if they wish.

 

Infection Prevention & Control

At The Karri Clinic we are committed to delivering excellent service, in a safe, clean and infection-free environment for our patients, staff and visitors. The clinic takes all the necessary steps to reduce the risk of healthcare-associated infections, other infectious diseases, injury and contamination to staff and patients. To this end;

 

  • Mr Karri is the designated Infection Prevention and Control Lead who monitors the appropriate cleaning of the clinic environment and equipment.

 

  • We perform infection prevention audits, risk assessments and have regular cleaning and maintenance inspections to ensure that the highest infection prevention and control standards are maintained.

 

  • We provide all members of staff with proper training to ensure everyone working at The Karri Clinic understands the need to work to prevent and control infections during their daily work.

 

If you have any concerns regarding the cleanliness of infection control of the surgery please contact the Practice Manager or Mr Karri.

 

Disabled Access

The Karri Clinic is Disability Discrimination Act (DDA) compliant and can be accessed by disabled patients.