Policies, Compliments & Complaints

Dr Richard Fry is registered with the Care Quality Commission to provide the following regulated activities:
• Treatment of disease, disorder or injury

Disability Statement:
We currently provide remote consultations only. Where we are unable to provide services to any patient as remote consultation is not suitable, we will seek to give details of an alternative provider.

Where services are provided to children, we are required to identify, the child, their parents/guardians and the relationship.

Consultations & Confidentiality:
Consultations are conducted in private and all information given during consultations remains confidential.

Annual Survey of Patients:
We conduct an annual assessment of the views of our patients in order to inform and improve our service delivery. A summary of the results of this will be available on request.

Access to Health Records:
You have the right to access your records in accordance with the Access to Health Records Act. Please ask for details.

Contract Details:
We do not use a formal contract for services. Clients may make appointments on an ongoing basis or in some circumstance packages for treatment may be agreed, this would be confirmed in writing prior to commencement of treatment.

Comments, Suggestions & Complaints:
Should you have any comments, suggestions or complaints please raise these initially with practitioner.

If not satisfied you may put your comments, suggestions or complaints in writing to the Registered Person (Richard Fry) at the address below:

Dr Richard Fry
The Mount Consultancy
Roman Road, Twyford
SO21 1QW

Written complaints will be acknowledged within 2 working days and we aim to give a formal response to complaints within 20 working days.

You may also make comments or suggestions about this guide to the above address.

The Care Quality Commission has no statutory powers to investigate any complaints that patients or other members of the public make about independent healthcare services, nor do they have a regulatory role to manage, arbitrate or resolve their complaints, concerns or allegations. However, they will take account of all information that they receive from the public about registered independent providers, or about unregistered providers that they consider should be registered. If they suspect that the provider has committed an offence under the Act or a breach under the regulations, they are required to take action to bring about improvement.

Care Quality Commission
Citygate, Gallowgate
Newcastle Upon Tyne
Tel: 03000 616161
Email: enquiries@cqc.org.uk

A copy of our latest Care Quality Commission report and complaints policy is available on request.