Making a complaint
We try very hard to provide our patients with first class clinical services - and our independent Reviews prove that we usually succeed! However, if we do fail to meet your expectations we would appreciate hearing from you and we promise always to use your feedback to improve our services and standards.
You may make an informal complaint simply to bring your view to our attention or a formal complaint which requires a response.
Our promise to you:
- We will listen to every complaint
- We will be open, honest and thorough in any investigation
- We will deal with everyone fairly and objectively
- We will respond promptly
- We will seek to resolve any issues amicably
- We will use the experience to improve our services and standards.
Making a complaint
If you would like to make a complaint after you have left the clinic, please so as soon as possible (but no longer than 6 months of the complaint event) using the Complaint Form below.
Formal complaints will be co-ordinated by the clinic manager and you may be invited to speak to us on the phone or an appointment can be made for you.
Timeframes for formal complaint responses
A written acknowledgement will be provided within 3 working days of receipt of a complaint, unless a full written response can be sent within 5 working days.
Normally, a full written response will be provided within 20 working days when the outcome of the investigation is known. Where this is not possible due to the complexity of the investigation or a temporary absence of key people, a holding email will be provided within 20 working days explaining the reason for not being able to provide a full response in this time frame. Further holding emails will be sent at least every 20 working days in the event a response is not possible within the extended time frame.
Time limits may be extended where an investigation finds there is good reason to do so, and there is a realistic opportunity of conducting a fair and effective investigation into the issues raised.
Formal Complaint Management
Stage 1 - Local Resolution
Your complaint will be investigated by the clinic's Complaints Manager, who will do his best to resolve the complaint to your satisfaction.
Stage 2 - Internal Review
If you are unhappy with the Managing Director's response, you will be invited to contact the clinic's Complaints Lead who will review your complaint and the Complaint Manager's response and will also do his best to resolve the complaint to your satisfaction.
Stage 3 - Independent Adjudication
If you remain dissatisfied with the first two stages and require an independent adjudication, you will be invited to contact the Independent Sector Complaints Adjudication Service, 70 Fleet Street, London, EC4Y 1EU T: 0207 536 6091 www.iscas.org.uk
You may, at any time, raise concerns about standards of care with the regulatory body with which the clinic is registered: Care Quality Commission. CQC National Customer Service Centre, Citygate, Gallowgate, Newcastle Upon Tyne, NE1 4PA. T: 0300 061 6161.