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We are committed to providing superior treatment to each person who seeks support from us, with the ultimate goal of helping them achieve a life free from addiction and mental health challenges. Our primary objective is to deliver high-quality care that addresses their unique needs and empowers them to embark on a journey of recovery and well-being. By offering comprehensive and personalised treatment options, we aim to foster lasting positive changes and support individuals in attaining a healthier and fulfilling life.
We would love to hear your feedback
Your reviews not only helps us understand how we are doing but also assists others in making informed decisions about our services. Whether you had a positive experience that you would like to share or have any suggestions for improvement, your honest review is invaluable to us. We strive to provide the best possible service, and your feedback plays a vital role in helping us achieve that.
What happens when I make a complaint?
Receiving your complaint.
A written record must be made of your complaint as mentioned above we can provide a standard form if required, which can be sent via post or e-mailed and if you wish to send a letter with more detail, we would welcome that too.
Complaint is acknowledged.
We will write to confirm receipt of your complaint within 3 working days detailing the specific issues we are investigating, how we will respond and the anticipated timescale. Our declared objective is to close complaints within 25 working days however in some circumstances this is not possible, and you will be advised if this is the case.
Appointment of an Investigator or Handler.
The complaint is assessed on receipt and is assigned to an appropriate person who is then the nominated Complaint Handler. Many investigations are carried out by the nominated handler on their own however some investigations may require a small team to be formed to deal with a complaint due to the complexity or seriousness of the issues raised.
The Investigation Process.
The Complaint Handler will look at any records that have been made and speak to the staff involved to understand what should have happened and compare this with issues raised by the complainant. In most cases the investigator will wish to discuss things with personally to understand the circumstances surrounding you complaint and get a fuller understanding of the issues.
Our response
The completed investigation and response will be reviewed by the Company’s Clinical Director to confirm that the investigations have addressed the issues confirmed in the resolution plan. This will then be forwarded to you or if you wish you may want to meet with us to review the outcome.
What if I am not satisfied with the response you provide?
If you are not satisfied with the way we have dealt with your complaint, you can request that this is referred to an external Independent Complaints Adjudication Service, which Nova Recovery will coordinate and support.
Healthcare Improvement Scotland (HIS) is the regulator of private healthcare providers in Scotland, and it encourages feedback on private providers performance, and it also has a process for dealing with complaints. You have the right at any point to contact HIS about an element of our service and in the case of the HIS complaints process you can find information online here Healthcare Improvement Scotland
Alternatively, you can contact HIS using the information below:
Programme Manager
Independent Healthcare Services Team Healthcare Improvement Scotland Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB
Tel: 0131 623 4342 (10am-2pm, Monday to Friday)
Email: his.ihcregulation@nhs.scot
What if my complaint involves one or more organisation?
If the issues raised involve services not provided directly by Nova Recovery but on behalf of another service provider or organisation, we will discuss with you the most appropriate route for your complaint to be made and handled. However, Nova Recovery will be directly involved to help you get resolution to your problem and we will agree with you whether separate responses or a joint response will be most helpful for you. If a joint response will be helpful, we will need your permission to obtain and share information with the other parties involved. We will then contact them to agree who will lead the complaint and how long it will take.
Is there a time limit to make a complaint?
A complaint will normally need to be made within 12 months of the issue arising, or 12 months from when you became aware of the issue. Requests for investigations beyond this time will be considered on the individual circumstances by the Clinic Manager.
Can I make a complaint on behalf of someone else?
If you are making a complaint on behalf of another person, we will need their permission to share information with you. This can be done using our Service User Proxy Form which is available from the Clinic Manager.
John Gillen
- Author
- Last updated: May 19, 2023
John has travelled extensively around the world, culminating in 19 years’ experience looking at different models. He is the European pioneer of NAD+ (Nicotinamide Adenine Dinucleotide) treatment to Europe in 2010; and recently back from the USA bringing state of the art Virtual Reality Relapse Prevention and stress reduction therapy. His passion extends to other metabolic disturbances and neurodegenerative diseases. The journey continues. In recent times, John has travelled to Russia to study and research into a new therapy photobiomudulation or systemic laser therapy working with NAD+ scientists and the very best of the medical professionals in the UK and the USA, together with Nadcell, Bionad Hospitals own select Doctors, nurses, dieticians and therapists. Johns’ passion continues to endeavour to bring to the UK and Europe new developments with NAD+ Therapy in preventive and restorative medicine and Wellness. In 2017 John Gillen was made a visiting Professor at the John Naisbitt university in Belgrade Serbia.
Meet The Team
All of our staff are fully qualified and dedicated to your recovery so you can feel safe in our care during your stay. Registered with Health Improvement Scotland, our staff are up to date with the latest addiction treatment policies and safety training.
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John Gillen
European Pioneer of NAD+ Therapy
Read Bio
John has travelled extensively around the world, culminating in 19 years’ experience looking at different models. He is the European pioneer of NAD+ (Nicotinamide Adenine Dinucleotide) treatment to Europe in 2010; and recently back from the USA bringing state of the art Virtual Reality Relapse Prevention and stress reduction therapy. His passion extends to other metabolic disturbances and neurodegenerative diseases. The journey continues. In recent times, John has travelled to Russia to study and research into a new therapy photobiomudulation or systemic laser therapy working with NAD+ scientists and the very best of the medical professionals in the UK and the USA, together with Nadcell, Bionad Hospitals own select Doctors, nurses, dieticians and therapists. Johns’ passion continues to endeavour to bring to the UK and Europe new developments with NAD+ Therapy in preventive and restorative medicine and Wellness. In 2017 John Gillen was made a visiting Professor at the John Naisbitt university in Belgrade Serbia.
John Gillen
European Pioneer of NAD+ Therapy
John has travelled extensively around the world, culminating in 19 years’ experience looking at different models. He is the European pioneer of NAD+ (Nicotinamide Adenine Dinucleotide) treatment to Europe in 2010; and recently back from the USA bringing state of the art Virtual Reality Relapse Prevention and stress reduction therapy. His passion extends to other metabolic disturbances and neurodegenerative diseases. The journey continues. In recent times, John has travelled to Russia to study and research into a new therapy photobiomudulation or systemic laser therapy working with NAD+ scientists and the very best of the medical professionals in the UK and the USA, together with Nadcell, Bionad Hospitals own select Doctors, nurses, dieticians and therapists. Johns’ passion continues to endeavour to bring to the UK and Europe new developments with NAD+ Therapy in preventive and restorative medicine and Wellness. In 2017 John Gillen was made a visiting Professor at the John Naisbitt university in Belgrade Serbia. -
Madissar Iqbal
Madissar has a wealth of experience in a managerial position within substance misuse for over 20 years, working with offending behaviour and criminal justice. Madissar began his career as a prison officer in 2000 and progressed further in the substance misuse field within the prison settings delivering various short duration programmes and linking prisoners to community-based treatment providers before their release.
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In 2006 Madissar successfully managed to set up the Drug Intervention Programme within Bedfordshire. This later transpired to successfully securing a service manager role and developing the Drug Rehabilitation Requirement Order. Madissar successfully secured various managerial positions within the substance misuse field with joint partnership working with Integrated Offender Management and police in reducing drug-related offending behaviour. Madissar gained extensive experience and expertise working for several organisations, such as Adapt, Rapt, Addaction, Westminster Drug Project, Hertfordshire Couty Council, NHS and Next Step Support. Madissar holds a diploma in level 5 Leadership and Management and has extensive experience in the senior managerial role.
Madissar passion lies in supporting services to achieve their goals and objectives. In the last two years, Madissar progressed further in mental health as a senior managerial role, overseeing residential rehabilitation and supporting living accommodations with adults (18+) with a range of diverse complex needs.
Madissar Iqbal
Madissar has a wealth of experience in a managerial position within substance misuse for over 20 years, working with offending behaviour and criminal justice. Madissar began his career as a prison officer in 2000 and progressed further in the substance misuse field within the prison settings delivering various short duration programmes and linking prisoners to community-based treatment providers before their release.
In 2006 Madissar successfully managed to set up the Drug Intervention Programme within Bedfordshire. This later transpired to successfully securing a service manager role and developing the Drug Rehabilitation Requirement Order. Madissar successfully secured various managerial positions within the substance misuse field with joint partnership working with Integrated Offender Management and police in reducing drug-related offending behaviour. Madissar gained extensive experience and expertise working for several organisations, such as Adapt, Rapt, Addaction, Westminster Drug Project, Hertfordshire Couty Council, NHS and Next Step Support. Madissar holds a diploma in level 5 Leadership and Management and has extensive experience in the senior managerial role.
Madissar passion lies in supporting services to achieve their goals and objectives. In the last two years, Madissar progressed further in mental health as a senior managerial role, overseeing residential rehabilitation and supporting living accommodations with adults (18+) with a range of diverse complex needs. -
Scott Watson
Hi, I'm Scott Watson and I am a qualified Chef at Nova Recovery Private Hospital
Read Bio
Scott Watson
Hi, I'm Scott Watson and I am a qualified Chef at Nova Recovery Private Hospital
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Clare McGilligan
Clare has many years of nursing experience working within addiction and criminal justice sector. Clare began her career in addictions working with Turning Points criminal justice and addiction residential service in Glasgow. From there she joined the NHS working in the community with service users with drug and alcohol addiction and mental health and trauma issues.
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Clare played a pivotal part in setting up the mental health clinic within the South Glasgow Addiction, Drug Recovery Team. By 2019 Clare had secured a senior addiction nurse position within the NHS.
Clare joined Nova recovery as a staff nurse in 2021 but was quickly promoted to Deputy Manager as her experience and knowledge proved she was a good team leader to the other staff members and a positive influence to the service.
By February 2022 Clare was further promoted to Registered Manager of Nova Recovery and has since proven to be a dedicated and supportive manager to her staff and a positive leader looking to expand and develop Nova Recovery as the number ‘1’ Addiction Treatment Clinic in Scotland.
Clare McGilligan
Clare has many years of nursing experience working within addiction and criminal justice sector. Clare began her career in addictions working with Turning Points criminal justice and addiction residential service in Glasgow. From there she joined the NHS working in the community with service users with drug and alcohol addiction and mental health and trauma issues.
Clare played a pivotal part in setting up the mental health clinic within the South Glasgow Addiction, Drug Recovery Team. By 2019 Clare had secured a senior addiction nurse position within the NHS.
Clare joined Nova recovery as a staff nurse in 2021 but was quickly promoted to Deputy Manager as her experience and knowledge proved she was a good team leader to the other staff members and a positive influence to the service.
By February 2022 Clare was further promoted to Registered Manager of Nova Recovery and has since proven to be a dedicated and supportive manager to her staff and a positive leader looking to expand and develop Nova Recovery as the number ‘1’ Addiction Treatment Clinic in Scotland. -
Carole Sheppard
Carole has been Mental Health nursing for over 25 years. She has had several management positions throughout her extensive career where she has worked within the NHS Mental Health hospitals, Care of the elderly units and addiction services. Since starting at Nova Recovery Carole has qualified as a Nutritionist and has developed group work and information for our clients, on the benefits of a healthy balance diet for good mental health and combating the effects of drug and alcohol addiction.
Read Bio
Carole Sheppard
Carole has been Mental Health nursing for over 25 years. She has had several management positions throughout her extensive career where she has worked within the NHS Mental Health hospitals, Care of the elderly units and addiction services. Since starting at Nova Recovery Carole has qualified as a Nutritionist and has developed group work and information for our clients, on the benefits of a healthy balance diet for good mental health and combating the effects of drug and alcohol addiction.
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Charlotte Crawford
Charlotte tailors her approach to the needs of her clients and works in collaboration with them so that ultimately the client can become their own therapist, by applying new skills and techniques to determine positive patterns of thinking and behaving.
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CBT can help the individual cope with those painful feelings and distressing, upsetting thoughts, and by working together with Charlotte they will find the solutions that will help them.
Charlotte has Healthcare Professional recognition and is a recognised provider of medical treatment with Nova Recovery, Vitality Health, Cigna and Aetna Global Benefits Training, qualifications & experience
Registered Member of British Association for Counselling and Psychotherapy; BACP MBACP Private Practice Division and MBACP children and young people division.
Post-qualifying, Level 4 Certificate in child counselling.
Post Grad Diploma in Counselling and Groupwork, a C B T approach.
COSCA Certificate in Counselling Skills; Strathclyde University.
Registered Nurse Qualification ( no longer practising)
I have further training in; Bereavement in schools, Emotional Literacy in Young People, STRADA (Misuse of Alcohol), CALM (Crisis, Aggression, Limitation Management), ASIST (Applied Suicide Intervention Skills Training,) Child Protection Awareness, Working with People Using Alcohol and Drugs, Motivational Interviewing and Social Inclusion (Equality, Diversity and Human Rights).
Charlotte Crawford
Charlotte tailors her approach to the needs of her clients and works in collaboration with them so that ultimately the client can become their own therapist, by applying new skills and techniques to determine positive patterns of thinking and behaving.
CBT can help the individual cope with those painful feelings and distressing, upsetting thoughts, and by working together with Charlotte they will find the solutions that will help them.
Charlotte has Healthcare Professional recognition and is a recognised provider of medical treatment with Nova Recovery, Vitality Health, Cigna and Aetna Global Benefits Training, qualifications & experience
Registered Member of British Association for Counselling and Psychotherapy; BACP MBACP Private Practice Division and MBACP children and young people division.
Post-qualifying, Level 4 Certificate in child counselling.
Post Grad Diploma in Counselling and Groupwork, a C B T approach.
COSCA Certificate in Counselling Skills; Strathclyde University.
Registered Nurse Qualification ( no longer practising)
I have further training in; Bereavement in schools, Emotional Literacy in Young People, STRADA (Misuse of Alcohol), CALM (Crisis, Aggression, Limitation Management), ASIST (Applied Suicide Intervention Skills Training,) Child Protection Awareness, Working with People Using Alcohol and Drugs, Motivational Interviewing and Social Inclusion (Equality, Diversity and Human Rights). -
Kimberley Adams
Kimberley Adams is an experienced dual trained nurse with over 20 years of experience in Mental Health and Adult Nursing.
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Kimberley spent many years working for the NHS Greater Glasgow and Clyde in various settings such as Acute Hospital Wards, Community Psychiatric Team and was the specialist Harm Reduction Nurse with the Community Addictions Team In Paisley Renfrewshire.
Kimberley has a keen interest in Mental Health First Aid and alternative Mental Health treatments which are now being researched.
Kimberley Adams
Kimberley Adams is an experienced dual trained nurse with over 20 years of experience in Mental Health and Adult Nursing.
Kimberley spent many years working for the NHS Greater Glasgow and Clyde in various settings such as Acute Hospital Wards, Community Psychiatric Team and was the specialist Harm Reduction Nurse with the Community Addictions Team In Paisley Renfrewshire.
Kimberley has a keen interest in Mental Health First Aid and alternative Mental Health treatments which are now being researched. -
Tracey Farrell
Tracey Farrell is our Senior Specialist Recovery Worker and Group Development Practitioner. Tracey has a wealth of experience working within managerial roles specialising in mental health and trauma, and working within addiction, social care and youth programmes for 15 years. Tracey has also trained in holistic therapies such as Reiki, Indian head massage, and sensory grounding techniques.
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Tracey Farrell
Tracey Farrell is our Senior Specialist Recovery Worker and Group Development Practitioner. Tracey has a wealth of experience working within managerial roles specialising in mental health and trauma, and working within addiction, social care and youth programmes for 15 years. Tracey has also trained in holistic therapies such as Reiki, Indian head massage, and sensory grounding techniques.
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Sam Johnson
Sam Johnson is Nova’s on-site Personal Trainer, Yoga Teacher and Team Leader. Sam began her working life in the Army, where fitness and dedication are paramount. Sam has worked in healthcare for a number of years since leaving the Army to start a family.
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Sam has worked at Nova since July 2021. She gained her SVQ3 and was promoted to Recovery Worker Team Leader. She facilitates a fitness programme for the clients. “I believe that exercising several times per week at a pace that is tailored to the individual is an important part of the recovery journey”.
Sam also practices Meditation and Aroma Therapy to help destress and relax the clients throughout their journey at Nova.
Sam Johnson
Sam Johnson is Nova’s on-site Personal Trainer, Yoga Teacher and Team Leader. Sam began her working life in the Army, where fitness and dedication are paramount. Sam has worked in healthcare for a number of years since leaving the Army to start a family.
Sam has worked at Nova since July 2021. She gained her SVQ3 and was promoted to Recovery Worker Team Leader. She facilitates a fitness programme for the clients. “I believe that exercising several times per week at a pace that is tailored to the individual is an important part of the recovery journey”.
Sam also practices Meditation and Aroma Therapy to help destress and relax the clients throughout their journey at Nova. -
Suzanne Hyslop
Suzanne is one of our Recovery Workers specialising in Nutrition. With a BSC in Applied Nutrition From Glasgow Caledonian university, Suzanne has taken on the role of Nutritionist at Nova Recovery where she provides education on the benefits of having a healthy diet and can create a dietary plan for the individual.
Read Bio
Suzanne is passionate about good nutrition and the connection it has to good mental health. Suzanne has also trained in mindfulness and uses her skills and knowledge to lead group sessions on both subjects.
As a Recovery Worker Suzanne is also involved in taking care of clients on a personal basis, offering one to one support, escorting clients on ‘reintegration’ walks into the local community or on daily fitness walks and activities.
Suzanne Hyslop
Suzanne is one of our Recovery Workers specialising in Nutrition. With a BSC in Applied Nutrition From Glasgow Caledonian university, Suzanne has taken on the role of Nutritionist at Nova Recovery where she provides education on the benefits of having a healthy diet and can create a dietary plan for the individual.
Suzanne is passionate about good nutrition and the connection it has to good mental health. Suzanne has also trained in mindfulness and uses her skills and knowledge to lead group sessions on both subjects.
As a Recovery Worker Suzanne is also involved in taking care of clients on a personal basis, offering one to one support, escorting clients on ‘reintegration’ walks into the local community or on daily fitness walks and activities. -
Meghan Newton
Meghan has worked at Nova Recovery as a Recovery Worker since we first opened our doors in May 2021. After graduating in 2018 with a BSc in Applied Psychology, Meghan began working in the Health & Social Care sector. Looking for an opportunity to apply her degree and with a keen interest in addiction, Meghan started working at Nova Recovery as a Recovery Worker.
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From August 2022 Meghan switched roles to Administrator which has given her the chance to experience and appreciate everything that takes place behind the scenes to provide this life-saving service.
Meghan Newton
Meghan has worked at Nova Recovery as a Recovery Worker since we first opened our doors in May 2021. After graduating in 2018 with a BSc in Applied Psychology, Meghan began working in the Health & Social Care sector. Looking for an opportunity to apply her degree and with a keen interest in addiction, Meghan started working at Nova Recovery as a Recovery Worker.
From August 2022 Meghan switched roles to Administrator which has given her the chance to experience and appreciate everything that takes place behind the scenes to provide this life-saving service. -
Dr Luqman Khan MBchB, FRCS, MRCPsych
Dr Luqman Khan (MBchB, FRCS, MRCPsych) is a highly experienced and well-qualified psychiatrist with over ten years of experience in general psychiatry and addiction services.
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He is certified by the MRCPsych and is known for his innovative approach to treating a diverse range of clients with high morbidity related to alcohol, drugs, and mental health problems.
At Nova Recovery, Dr Khan will utilise his extensive knowledge and experience to provide patients with the highest level of care and support in their journey towards recovery. He will work closely with our addiction recovery team to develop individualised treatment plans for each patient, considering their specific needs and circumstances.
He is passionate about supporting individuals in achieving their goals and objectives and is committed to working with patients to help them overcome their addiction dependency and improve their overall well-being. Utilising evidence-based practices and the latest research in addiction treatment, Dr Khan will help ensure that patients receive the most effective care possible.
As an adept communicator with excellent interpersonal skills, Dr Khan can connect with patients from all walks of life. Patients can expect to receive comprehensive and compassionate care from Dr Khan. With his expertise and guidance, they will be given the best chances of achieving long-term recovery.
Dr Luqman Khan MBchB, FRCS, MRCPsych
Dr Luqman Khan (MBchB, FRCS, MRCPsych) is a highly experienced and well-qualified psychiatrist with over ten years of experience in general psychiatry and addiction services.
He is certified by the MRCPsych and is known for his innovative approach to treating a diverse range of clients with high morbidity related to alcohol, drugs, and mental health problems.
At Nova Recovery, Dr Khan will utilise his extensive knowledge and experience to provide patients with the highest level of care and support in their journey towards recovery. He will work closely with our addiction recovery team to develop individualised treatment plans for each patient, considering their specific needs and circumstances.
He is passionate about supporting individuals in achieving their goals and objectives and is committed to working with patients to help them overcome their addiction dependency and improve their overall well-being. Utilising evidence-based practices and the latest research in addiction treatment, Dr Khan will help ensure that patients receive the most effective care possible.
As an adept communicator with excellent interpersonal skills, Dr Khan can connect with patients from all walks of life. Patients can expect to receive comprehensive and compassionate care from Dr Khan. With his expertise and guidance, they will be given the best chances of achieving long-term recovery.