Comments and Complaints Procedure

The Clinic has a comprehensive comments and complaints policy in place. The following is a summary of the procedure, a copy of which is also on display in the Waiting Room. We are committed to making your visit to the Clinic as comfortable and productive for you as possible. If however you feel we are failing in this we would welcome your comments and suggestions.

We are committed to providing high quality care and services and are constantly seeking ways to improve that quality. Your comments, suggestions or complaints are always welcome and we take pride in responding to them quickly, effectively and honestly.

Making a Complaint

All comments, compliments, suggestions or complaints can be made to your Doctor, the General Manager or to any member of staff. All complaints will be treated seriously. The names of the patient or complainant will remain confidential except to facilitate the investigation of a complaint. There are two ways in which you can make a complaint. You may verbally address your concerns or complaint to any member of staff, or you may document your complaint or concerns in writing.

Verbal Complaint

If you have discussed your concerns with a member of staff, they will ensure that the General Manager is immediately notified. An investigation will be immediately undertaken into your concerns, and wherever possible, you will be notified of the outcome within one working day. If we are not able to resolve the issue within one working day, you will be notified of the outcome in writing within 20 working days of the complaint being made. In the event of a verbal comment or complaint, we will at all times endeavour to address your concerns immediately.

Written Complaint

Upon receipt of your correspondence, we will acknowledge your letter in writing within one working day. We will immediately undertake an investigation into your comments and will provide a written response within 20 working days of receiving your letter. If we are unable to provide you with an outcome within 20 working days, we will inform you in writing of the status of the complaint.

Independent External Appeal

The preferred outcome of a complaint is a resolution within the clinic. However, if a patient remains dissatisfied after the clinics’ response, he/she may direct the complaint to The Independent Sector Complaints Adjudication Service (ISCAS). ISCAS provides independent adjudication on complaints for the vast majority of independent healthcare providers. You should make your complaint within 6 months of the date of the event. The reason for this is to ensure that proper investigations can be made whilst the recollection of those involved is still reasonably clear. An acknowledgement to any appeal received will be sent within 7 working days of receipt. The General Manager will ensure that ISCAS has access to all documentation relating to the complaint, including correspondence between the clinic and complainant.

To contact them, please find the following details below

Independent Sector Complaints Adjudication Service

70 Fleet Street, London EC4Y 1EU

Tel: 020 7536 6091 Email: info@iscas.org.uk

www.iscas.org.uk

We view complaints as an opportunity to identify anything that may not be done as well as it could be and to make it right. You can help us by informing us of any problems and letting us know about them as soon as possible. Your comments and suggestions for improvements are always welcome.

Care Quality Commission

The Care Quality Commission is the body who regulate and inspect all private and independent health care premises. If at any time you have concerns about your care or the service you receive you may contact the Care Quality Commission for further advice. To contact the Care Quality Commission you can telephone or write to:

CQC National Customer Service Centre
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

                                      Telephone: 03000 616161