Complaints Policy

Effective Date: 1st October 2021

Everyone has the right to expect a positive experience and a good treatment outcome. In the event of concern or complaint, service users have a right to be listened to and to be treated with respect. As an authorised provider, Food Allergy Immunotherapy Limited will manage complaints properly so user concerns are dealt with appropriately.

Stage 1 – Local resolution

If you are unhappy with our facilities or service, we want to know about it as soon as possible. We will then investigate the situation so that we can explain, apologise and take positive action where necessary. The person responsible for handling complaints is the Registered Manager Professor Adam Fox and you may email him at adam@allergylondon.com.

Please provide details of what you are unhappy about, including the date and names of any staff who were involved. Your written complaint will be acknowledged within 3 working days, unless a full response can be provided within 5 working days.

 

Stage 2 – Independent external review

If we are unable to reach a satisfactory local resolution through Stage 1 or Stage 2, you may contact the Centre for Effective Dispute Resolution International Dispute (CEDR) who provide an independent complaint review service to patients/service users who remain dissatisfied.

Their details are:

Centre for Effective Dispute Resolution International Dispute
Resolution Centre
70 Fleet Street London EC4Y 1EU
Telephone 020 7520 3800

Email: <a href=”mailto:info@iscas.org.uk”>info@iscas.org.uk</a>
Tel: 020 7536 6091

 

Stage 3 – Specialist Bodies

If neither stage reaches resolution and/or it is deemed relevant to escalate it further the following regulated bodies can help:

General Medical Council (GMC) – They will help with medical concerns against a Doctor

www.gmc-uk.org/about/contactus/comments_and_complaints.asp

Corporate Review Team
General Medical Council
3 Hardman Street
Manchester
M3 3AW

Email:feedback@gmc-uk.org
Tel:    0161 923 6602

Textphone users can use the Text Relay Service. Dial 18001 then 0161 923 6602

 

Nursing and Midwifery Council (NMC) – They can help with concerns against nursing professionals

Website: www.nmc.org.uk

 

The Care Quality Commission

We are registered by the Care Quality Commission (CQC) which regulates Health and Adult Social Care Services. The CQC does not investigate complaints but considers relevant information about practices providing regulated activities within the terms of the legislation.  They can be contacted at:

CQC National Correspondence
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

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Website Privacy Policy

Effective Date: 10th August 2021

Who are we?

We are The Food Allergy Immunotherapy Centre trading as FOOD ALLERGY IMMUNOTHERAPY LIMITED. For privacy queries, you can contact us at office@OIT.Clinic. Other contact details are on our website.

What’s the point of this policy?

It tells you what to expect when we collect your personal information via our website. Please only use our service if you are completely happy with this policy. Please note that, if you become our patient, our separate privacy notice will apply. This can be found on our website.

Generally, the policy covers only information provided to us. If you give personal information to other people, such as other websites, please check their privacy policies.

Might the policy change?

Please check whenever you visit our website. We will assume you agree to the new version of the policy if you use the site after it’s effective date.

What do we collect?

Information which you upload to our service or otherwise give us such as your name, contact details as well as any personal information which you include in any message to us. The information which you provide may include “special category data”, namely information about your health or sex life.

Automated information such as the internet protocol (IP) address used to connect your device to the internet, connection information such as browser type and version, information about your device including device-type and device identifier, operating system and platform, mobile network data, a unique reference number linked to the data you enter on our system, login details, the site from which you arrived at our service, details of your activity with date / time stamps including pages you visited and your searches / transactions.

What’s our reason / legal basis for collecting the information?

Because it’s necessary in order to take steps at your request prior to entering into a contract with you. Insofar as we use “special category data” (see above), we do so in accordance with the condition whereby we act as medical professionals. In the case of automated information collected when you browse our site, we use this to manage and improve our service in accordance with our “legitimate interests”.

What about cookies?

We and/or third parties use cookies and other tracking technologies on our website. A cookie is an identifier (a small file of letters and numbers) that is sent to your computer. Our website’s functionality will be limited if you configure your browser to reject cookies.

Cookies are widely used to make websites work, or work more efficiently, as well as to provide information to the website owner or others. Session cookies are temporary cookies that remain in the cookie file of your browser only until your browser is closed. They allow websites to link your actions during a browser session. Persistent cookies stay in the cookie file of your browser for longer (how long will depend on the lifetime of the specific cookie). For further information on cookies, including how to use your browser to block them and how to delete cookies already stored on your device, visit: allaboutcookies.org.

The following kinds of cookies may be used on this website:

  • Google cookies: Persistent cookies (up to four years we believe) are set in connection with the following Google services on our site and these cookies may involve certain information (such as your IP address and web address of the page you’re visiting) being sent to Google:
    • Google Analytics (“GA”): We use cookies to recognise and count the number of website visitors as well as providing other information about the visit such as duration, route through the website and what sites the visitor came from. This information helps us to improve the way our website works, for example by making sure users find what they need easily. You can specifically opt out of GA here. See below for other opt out routes.
    • More information and opt out: Click here for Google’s privacy policy and here for more information about the kinds of cookies placed by Google. Click here for information about how Google uses data from its partners’ sites or apps as well as different ways to opt out of Google cookies.
  • Cookie-warning cookie: This cookie takes note of whether you are happy to accept cookies on this website based on your response to the message which appeared when you first visited the website. This persistent cookie will remember your preference for up to 90days

What do we do with personal information?

Use it to communicate with you in relation to your enquiry.

Use it to recognise you when you visit or return to our service to track anonymised traffic and usage patterns, prevent or detect fraud or abuses and help us improve our service.

How long do we keep it?

We will generally keep your information for up to seven years. That timeframe may vary if we are legally required to keep information for a particular period.

To whom do we send or make available your personal information?

To other people who supply us with a service, e.g. website hosts and businesses which help us send communications or monitor our website.

To the police or other relevant authorities or to complainants, if we think the personal information breaches our terms and conditions, or it is necessary to protect us or others, or that a criminal offence may have been committed, or where required by law or where requested by the police or other appropriate authorities.

To potential buyers so far as reasonably necessary, in the case of an actual or proposed (including negotiations for a) sale or merger or business combination involving all or the relevant part of our business.

Do we send your information outside the European Union?

Your personal information which we collect is stored within the EU and is not transferred to any third countries except for the following.

Your personal information may be transferred to the US by the following companies certified under the EU-US Privacy Shield Framework, which provides certain safeguards for your personal information: Google (analytics).

What rights do you have?

If the legal requirements are met: To ask us for access to your personal information, to rectify it if there are mistakes, to delete or restrict or object to its use in certain circumstances or to “data portability”.

If you have a complaint about how we are dealing with your personal information, please contact us via the email address above. If you are not happy with our response or think we are not handling your personal information in accordance with the law, you can complain to the Information Commissioner’s Office (ICO).

For more information about your rights, visit the ICO’s website: ico.org.uk.

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Testimonials

Here’s what our patients have to say…

Each member of the team that we dealt with, whether medical or support staff, were excellent.

The support has been excellent throughout.

We had a clear plan from early in the process and managed to follow through with only a couple of amendments (which we made).

We have been impressed and very grateful for the speed at which our queries have been responded to.

Parents of Isaac, age 9, Isle of Wight

Excellent. All of the team were very efficient and we found the chart with the dates and dosage for the updosing appointments particularly helpful.

The team were easy to reach, including direct contact with the consultants, even at the weekend and over holiday periods.

The overall experience was excellent.

Parents of Ernie, age 7, Nottingham