The RCCP Complaints Procedure has recently been updated. The new Complaints Procedure is the 2019 version, which supersedes all previous versions, having been approved by the Board of the RCCP on 11th March 2019. These procedures are intended to promote the handling of complaints in an efficient, effective, transparent and proportionate way.
The complaints procedure sets out the RCCP’s approach to handling complaints and concerns in relation to its Registrants. All Registrants are expected to conform with the expectations of the RCCP’s Code of Conduct, RCCP Standards of Proficiency and the RCCP Complaints Procedure.
The RCCP has a duty to protect the public by ensuring the fitness to practise of all RCCP Registrants. Being fit to practise requires a Registrant to have the skills, knowledge, good character and health to carry out their job safely. The RCCP provides a robust, responsive and transparent complaints procedure for dealing with concerns in order to maintain standards of practice.
It is the responsibility of all Registrants and Complainants to ensure that they fully understand this procedure and associated policies. Registrants should inform their patients/clients, who indicate that they have a complaint or concern about the existence of this procedure.
Complainants in bringing their complaint to the RCCP under this procedure, agree to allow their complaint and accompanying documents to be sent to the Registrant complained against, and for their complaint/concern to be dealt with in accordance with this procedure.
How can I raise a concern about a RCCP Registrant?
Most healthcare practitioners will provide you with safe and effective care but sometimes things go wrong. If you have a concern about a clinical physiologist, which cannot be sorted out by complaining to the organisation that they work for, then you can tell us.
Online: Find the registrant via the search box on our website, www.rccp.cp.uk, click the ‘Raise Concern’ link on the on-line Register and register your concern.
In writing: You should send a letter in an envelope, marked “Confidential” and addressed to: The Registrar, The Registration Council for Clinical Physiologists, The Middlewich Suite, Droitwich Medical Centre, Ombersley Street, Droitwich, Worcestershire, WR9 8RD
By Phone: Please call 01905 885350
If writing or telephoning, please make sure that you give us the following information:
- Your full name and contact details
- As much information about the registrant as you can give, such as their name, profession and place of work
- If possible, the professional’s RCCP registration number, which can be found on the on-line Register
- As much information about the incident as you can provide, such as names, dates and places.
What if I cannot advise of my complaint using these methods?
RCCP will not place any barriers in front of anyone wishing to raise a concern with us. We are happy for issues to be initially advised to us by a third party, such as a family member, friend or interpreter and in any format other than writing – such as verbally, though at some concerns that have not been raised in writing will need to be transcribed, which RCCP will arrange. When requested we will arrange for information to be provided to us or by us in a formats that anyone raising a concern can understand. If our investigations proceed, we will continue to provide assistance to enable anyone who has raised an issue with us to provide the information that we require to be able to progress our work. Sometimes complex legal and medical issues are involved and we will do our best to ensure that these are communicated as clearly as possible without the use of technical expressions and abbreviations.
Can my problem be dealt with anonymously?
The RCCP will require the Complainant’s full name and address, anonymous complaints will not be accepted unless there is corroborating or independent evidence of a fitness to practise concern. In order to ensure that the RCCP treats the Registrant fairly, they will usually need to know the source of the allegations against them. The RCCP will only investigate an anonymous complaint in exceptional circumstances.
Is there a time limit to raising a problem with RCCP?
The RCCP would not usually consider a complaint/concern made more than five years after the event. However, where the allegations are sufficiently serious, or it is within the public interest to investigate, the RCCP Registrar has a discretion to investigate the complaint.
What’s the timeframe for dealing with a problem?
If you raise a concern with us, the amount of time it will take to deal with it will depend on how complicated the case is. We may need to ask for more information from you during the course of our investigation. The Assessment Committee should meet to review the initial complaint documents as soon as practicable, but no later than 28 days. If for any reason the Assessment Committee is unable to meet, the Complaints Administrator will inform both the Complainant and Registrant explaining the delay.
If the case goes on to a final hearing, you may need to meet our legal representative and provide a witness statement. You may also have to go to a hearing and give evidence. This can sometimes involve an overnight stay if it takes place away from your home.
We will do our best to make sure our processes are as open, transparent and fair as possible and welcome your feedback on any part of the process. If you raise a concern with us about a registrant, you can expect us to treat you fairly and explain what will happen at each stage. We will keep you up-to-date with the progress of our investigation. We will give you contact details of the RCCP Complaints Administrator who you can contact if you have any questions.
If the complaint is within the remit of the RCCP to investigate and has reached our threshold of acceptance, the Complaints Administrator will inform the Complainant and the Registrant of the referral to the Assessment Committee and provide them with a copy of the documents, along with the RCCP complaints procedure. The Complaints Administrator acts as a contact for everyone involved in the case. They cannot give you legal advice, however they can explain how the process works.
We understand that telling us about a problem you have had can be stressful. We will try to consider the case as quickly as we can. At each stage of the process, we will give you an idea of how long our enquiries will take. This will include:
- When you first contact us about your concerns
- When we tell the registrant about the allegation
- When the case is being considered by the Assessment Committee
- After the Assessment Committee meets (to tell you their decision); and if
- When a date is set for the Professional Conduct Committee to consider your case
- After the Professional Conduct Committee meets (to tell you their decision); and
- Regularly between the Professional Conduct Committee meeting and the final hearing (if the case reaches this stage in the process).
- What can I expect if the issues that I raise are found to be correct?
We can remove a clinical physiologist from our Register, which may prevent them continuing to provide front line care under RCCP registration. Alternatively, the Assessment Committee may issue a letter of advice to the Registrant which may include advice to carry out further training, CPD and feedback pertinent to the complaint in the context of adherence to the Code of Conduct/Standards of Proficiency in order for them to remain on our Register.
Are there limits to the sorts of cases that you will consider?
Please note that we cannot:
- Consider cases about clinical physiologists who have chosen not to be registered with us;
- Consider cases in relation to a former Registrant, unless the complaint was received before the Registrant resigned or retired (but may consider complaints against practitioners who were Registrants during the time of the alleged conduct, but only if, it is in the public interest to do so, and the incident complained about was less than 5 years after the event).
- Consider cases about organisations (we only deal with cases about individual professionals);
- Get involved in your care;
- Deal with customer-service issues;
- Arrange refunds or compensation;
- Fine a registrant;
- Give legal advice; or
- Make a registrant apologise.
This could be the case if the person concerned is a non-practicing registrant, a student or in the process of applying to the register.
There are other organisations that the Health Care Professional may be registered with in addition to, or as well as the RCCP.
The Academy of Healthcare Science - https://www.ahcs.ac.uk
Health and Care Professionals Council - https://www.hcpc-uk.org/
There are rare instances when a registrant's name may not be published on the RCCP register. This will be in exceptional circumstances related to the Registrant's safety, when publishing their name may put them at risk.
For access to the RCCP Procedure for the publication of registrants names please click here