Complaints Policy

 2. Scope

 

This policy applies to all clinical and administrative staff and relates to:

 

1.    Consent for assessment and treatment

2.    Consent for pharmacological intervention

3.    Consent for information sharing

4.    Collection and use of personal data

 3. Principles of Consent

 

The organisation adheres to the following principles:

 

1.    Consent must be informed, meaning the individual understands the nature, purpose, risks, and alternatives to the proposed intervention.

2.    Consent must be voluntary, given without coercion or undue influence.

3.    Consent must be given by a person with the capacity to make the decision.

4.    Consent can be withdrawn at any time.

 

Where there is doubt regarding a service user's capacity to provide informed consent, the clinician will assess capacity in relation to the specific decision required, in accordance with the Adults with Incapacity (Scotland) Act 2000 and relevant professional guidance. Where the service user is unable to provide valid consent, the assessment or treatment will not proceed on the basis of their consent alone. Appropriate consideration will be given to whether there is a legally authorised representative and whether the proposed intervention can lawfully and appropriately proceed.

 4. Pre-Assessment Consent Process

 

Prior to their assessment, all service users are directed to complete a secure online consent and registration form. This form collects:

 

1.    Personal identification details

2.    Contact information

3.    GP details

4.    Next of kin information

5.    Relevant medical and background information

 

Completion of this form confirms the service user’s consent for the organisation to process their personal and health information for the purposes of assessment and treatment.

 

The registration process provides service users with relevant information regarding how their personal and health information will be collected, used and stored. Personal information will be processed in accordance with the organisation's Data Protection and Information Management policies and applicable data protection legislation. Completion of the registration form does not replace the clinician's responsibility to obtain informed consent for assessment and treatment.

 5. Consent for Assessment and Treatment

 

At the outset of assessment and prior to initiating treatment, clinicians will:

 

1.    Explain the purpose and structure of the assessment.

2.    Outline potential treatment options, including psychological and pharmacological approaches where relevant.

3.    Discuss potential risks, benefits, and alternatives.

4.    Provide opportunity for questions.

 

Written consent will be obtained and documented in the clinical record.

 

For pharmacological treatment, specific consent will be obtained prior to prescribing, including discussion of potential side effects and monitoring requirements.

 

Prior to prescribing Schedule 2 or Schedule 3 controlled drugs for the treatment of ADHD, the prescribing clinician will obtain the service user's consent to contact their GP and obtain relevant medical information. The prescriber must have access to an appropriate GP care summary before controlled drug treatment is initiated.

 

The care summary may be obtained directly from the GP with the service user's consent, or provided by the service user where appropriate. If the service user does not consent to the necessary information being obtained, the organisation will be unable to initiate treatment with Schedule 2 or Schedule 3 controlled drugs where the prescriber cannot establish that prescribing is safe and clinically appropriate. 

 6. Consent for Physical Observations

 

Where physical monitoring is required (e.g., blood pressure, height and weight measurements), the clinician will:

 

1.    Explain the purpose of the procedure.

2.    Offer the opportunity to ask questions.

3.    Obtain verbal consent prior to proceeding.

 

The offer of a chaperone will be made in accordance with the Chaperone Policy.

 7. Information Sharing

 

Equilibria Health (Glasgow) Ltd maintains strict confidentiality standards.

 

Information will not be shared with third parties without the service user’s explicit consent, except in circumstances where:

 

1.    There is a risk of serious harm to the service user or others;

2.    There is a safeguarding concern;

3.    Disclosure is required by law or court order;

4.    There is a statutory or professional duty to disclose.

 

Where information must be shared without consent due to risk, the decision will be documented clearly, including the rationale and legal basis.

8. Next of Kin and GP Information

 

Next of kin and GP details are collected to support continuity of care and to facilitate contact in the event of clinical risk or emergency.

 

Contact with a service user’s GP or next of kin will not occur without consent unless there is a significant risk to the service user’s safety or the safety of others.