Complaints, Concerns & Feedback

EM Response Ltd

At EM Response Ltd, we aim to provide safe, professional and responsive event medical and operational support. We welcome feedback because it helps us improve our services, recognise good practice and respond properly when something has not gone as expected.

This page explains how patients, event attendees, clients, staff, relatives, representatives and members of the public can raise a complaint, concern, compliment or general feedback.

How to contact us

For complaints, concerns, compliments or feedback, please contact:

Email: [email protected]

When contacting us, please include as much relevant information as possible so we can understand and review your concern properly.

What you can contact us about

You can contact us about:

• care, treatment, advice or support provided by EM Response
• patient report forms or clinical records
• staff attitude, communication or professionalism
• delays, access issues or service concerns
• safeguarding or welfare concerns
• event medical provision
• concerns about equipment, vehicles or facilities
• information governance or confidentiality concerns
• compliments or positive feedback
• suggestions for improvement

If someone is at immediate risk

If there is an immediate risk to life, serious harm, crime in progress, urgent safeguarding concern or medical emergency, please call 999.

Do not use this complaints and feedback route for emergencies.

What to include in your complaint or concern

Please include:

• your full name
• your contact details
• your relationship to the matter, for example patient, parent, client, staff member, witness or representative
• the date and location of the incident or event
• the name of the event, if known
• the names or descriptions of any staff involved, if known
• a clear summary of what happened
• what you are concerned about
• what outcome or response you are seeking
• any relevant documents, photographs or reference numbers

Please do not send unnecessary sensitive information unless it is relevant to your concern.

Complaints made on behalf of someone else

If you are raising a complaint or requesting information on behalf of another person, we may need to confirm that you have their permission or legal authority to act on their behalf.

This may include evidence of:

• the patient’s consent
• parental responsibility
• power of attorney
• legal representative status
• another lawful basis for acting on their behalf

This helps us protect patient confidentiality and personal information.

What happens after you contact us

When we receive a complaint or concern, we will normally:

1. acknowledge receipt
2. review the information provided
3. identify whether any urgent safety, safeguarding or data protection action is needed
4. appoint an appropriate person to review the matter
5. speak with relevant staff where appropriate
6. review any relevant records, such as PRFs, EPRFs, CAD logs, incident logs or deployment records
7. respond with our findings or update you on next steps

Some matters may be resolved quickly. More complex concerns may require a more detailed review.

Response times

We aim to acknowledge complaints and concerns within 5 working days.

We aim to provide a full response within 20 working days where possible.

If the matter is complex or requires longer to investigate, we will let you know and provide an update.

Safeguarding concerns

Safeguarding concerns are taken seriously.

Where a concern suggests that a child, young person or adult at risk may be at risk of harm, we may need to share relevant information with appropriate safeguarding agencies, emergency services, healthcare providers, local authorities or police where lawful and necessary.

If someone is at immediate risk, call 999.

Clinical records and patient information

If your concern relates to a patient record, we may need to verify your identity before discussing or releasing information.

Requests for copies of clinical records should be made through our clinical records request process or by contacting:

Email: [email protected]

Patient information is handled in line with our Patient Privacy Notice.

Data protection concerns

If your concern relates to privacy, confidentiality, data protection or how your personal information has been handled, please contact:

Email: [email protected]

You can also contact our data protection contact:

Email: [email protected]

If you remain unhappy with how your information has been handled, you have the right to contact the Information Commissioner’s Office.

Information Commissioner’s Office
Website: https://ico.org.uk
Telephone: 0303 123 1113

Compliments and positive feedback

We welcome compliments and positive feedback.

If a member of our team provided excellent care, support or professionalism, please let us know. Positive feedback helps us recognise good practice and support staff development.

Learning and improvement

Complaints, concerns and feedback may be used to improve:

• staff training
• clinical governance
• event medical planning
• communication
• documentation
• safeguarding processes
• equipment and deployment arrangements
• policies and procedures

We aim to handle feedback fairly, professionally and constructively.

Contact

Complaints, Concerns & Feedback: [email protected]
Data Protection Contact: [email protected]

EM Response Ltd
Company number: 14396616
Registered office: Arena Building 100 Berkshire Place, Wharfdale Road, Winnersh, United Kingdom, RG41 5RD
Registered in England and Wales