MOAI Clinical Policies

Cancellation

At MOAI Health Ltd, we recognize that clients may sometimes need to make changes to their appointments. If you are unable to keep your appointment, we kindly request that you inform us as soon as possible through our contact telephone number 02080898007 or via email at clinical-secretary@moaihealth.app.

We offer our clients the option to cancel or reschedule their appointments at no additional cost, provided that we receive notice at least 48 hours in advance of the scheduled appointment time.

In the event that less than 48 hours' notice is given, the following terms and conditions will apply:

Appointments that are cancelled or rescheduled with less than 48 hours' notice will be charged at 100% of the full fee.

For any inquiries or concerns regarding our appointment cancellation and rescheduling policy, please contact us through our email address at contact-us@moaihealth.app.

Complaints 

Raising a Complaint

Patients, their family or carer can raise a complaint with MOAI Health ltd.  in writing, by phone, email, or in person. Details of how to make a complaint will be prominently displayed on webpages and in clinical staff signatures.

Upon receipt of the client's complaint, we will promptly acknowledge it in writing and provide a copy of our complaints policy, usually within five working days.

We will then proceed to investigate the matter and provide a response within a reasonable timeframe, keeping the patient informed of the estimated timescales. The investigation will follow the below steps;

Step 1 - In-house

Investigation

Upon receiving your complaint, it will be reviewed by our head of Administration. If deemed necessary, they will discuss the matter with the consultant in question before providing you with a response. 

Response

The response will include a summary of the investigation, the decision made regarding your complaint, the reasons for this decision, and any redress that can be offered, such as a verbal or written apology, a refund or deduction in fees, or other suitable measures. 

Furthermore, the response will also summarise any actions that will be taken as a result of your complaint. In the event that the investigation requires additional time, we will send you a letter explaining the rationale for the extension and proposing a date for the response. 

Please note that we keep proper and comprehensive records of all complaints received. 

Further Review Requested

If the complainant is not satisfied with the response, they can request a review of the decision as per Step 2.

Step 2 - In-house Independent Director Review

Director Review

A review will then be carried out by one of the MOAI Health directors who has not been involved in the initial investigation. They will gather input from both the complainant and the clinician in question.

Step 3 - Third Party Independent Review

Independent Review

If the complainant is still not satisfied with the response after the review, they can request an independent review. 

The Care Quality Commission (CQC) encourages (as a matter of good practice) all independent healthcare providers to offer an independent external review stage that can provide patients with a route to resolve a complaint if it is not resolved via the providers’ in-house complaints process.

Complainants dissatisfied with the earlier stages of review can request an independent review with the Independent Sector Complaints Adjudication Service (ISCAS) which is hosted within the centre for Effective Dispute Resolution. This scheme provides independent mediation between subscribing organisations and their patients if they are unable to resolve their complaints directly through the organisation's own complaints procedure.

Learning

MOAI Health will use the information gathered from complaints to improve the quality of care that we provide. Complaints are important feedback and form part of the information gathered by MOAI Health’s Feedback Lead as part of our Clinical Feedback Policy.

Confidentiality

MOAI Health recognizes the importance of protecting clients' personal and health information, and is committed to ensuring that all personal and health information is kept secure and confidential. This policy is based on the legal and regulatory frameworks in the UK, including the General Data Protection Regulation (GDPR), the Data Protection Act 2018, the Caldicott Principles, the Care Quality Commission (CQC) regulations, and the NHS Digital Records Management Code of Practice for Health and Social Care 2016.

The General Data Protection Regulation (GDPR) is a European Union regulation that sets out rules for how personal data should be processed and protected. The GDPR applies to all EU member states and provides a framework for data protection across the region. The Data Protection Act 2018, on the other hand, is the UK’s implementation of the GDPR and sets out rules for how personal data should be processed and protected in the UK.

The Caldicott Principles provide a framework for ensuring the confidentiality and security of personal and health information. The principles are a set of guidelines that were developed in the UK in response to concerns about the confidentiality of patient information. The principles set out the responsibilities of health and social care organisations when handling personal and health information.

The Care Quality Commission (CQC) is an independent regulator of health and social care services in England. The CQC sets standards for care and regulates health and social care providers to ensure that they meet these standards. The CQC also ensures that providers comply with relevant legislation, including the Data Protection Act 2018 and the Caldicott Principles.

The NHS Digital Records Management Code of Practice for Health and Social Care 2016 provides guidance on the management of health and social care records in England. The code of practice sets out the legal and regulatory requirements for managing records, including requirements for confidentiality, security, and retention.

By complying with these legal and regulatory frameworks, MOAI Health ensures that clients' personal and health information is kept secure and confidential. This includes implementing appropriate technical and organisational measures to protect personal and health information from unauthorised access, disclosure, alteration, or destruction. Additionally, MOAI Health ensures that all employees and contractors are trained on their responsibilities for protecting personal and health information and are required to sign confidentiality agreements.