Complaints Policy

1. Our Commitment

At Lucid ADHD, we strive to provide the highest standard of clinical care. We recognise, however, that there may be occasions when you feel our service has not met your expectations. We take all feedback seriously and utilise it to stabilise and improve our clinical operations.

2. The Complaints Process

Stage 1: Informal Resolution

Most concerns can be resolved quickly through open dialogue. In the first instance, we encourage you to contact our Patient Support Lead via email at clarity@lucid-adhd.co.uk.

• We aim to acknowledge your concern within 48 hours.
• Our team will work with you informally to find a satisfactory resolution.

Stage 2: Formal Written Complaint

If the informal resolution is unsuccessful, or if you feel the matter is too serious for Stage 1, you may submit a formal complaint in writing to our Clinical Director.

• Timeline: Formal complaints should be submitted within 6 months of the incident.
• Investigation: The Clinical Director (or a designated senior clinician not involved in your original assessment) will conduct a thorough review of your case and our clinical records.
• Response: We aim to provide a full written response within 20 working days. If the investigation requires more time, we will update you on our progress.

Stage 3: Independent Adjudication

If you remain unsatisfied with the Clinical Director’s final response, you have the right to seek an independent review.

• Lucid ADHD adheres to the ISCAS Code of Practice for the Private Healthcare Sector.
• You may escalate your complaint to ISCAS for independent adjudication. Please note that this stage is only available once Stages 1 and 2 have been exhausted.

3. Clinical Outcomes and Complaints

Please note that a complaint regarding a clinical finding (e.g., a decision that a patient does not meet the diagnostic criteria for ADHD) will be treated as a request for a clinical review rather than a service complaint.

• Clinical decisions are made based on statutory NICE guidelines.
• A disagreement with a clinical outcome does not automatically entitle a patient to a refund or a re-assessment.

4. Unreasonable Complainant Behaviour

We are committed to treating all patients with dignity and respect. We expect the same in return. Abusive, threatening, or unreasonable behaviour toward our clinical or support staff will not be tolerated and may result in the termination of the complaints process and/or your discharge from the clinic.