Complaints and concerns

Everyone has the right to a positive outcome and a good treatment and effort will taken to ensure this happens to all clients.  However, things can go wrong or clients may feel a need to raise any concerns, in this event all will be listened to and treated with respect.  If a complaint or concern is raised, we hope the matter can be resolved quickly and amicably as possible.  In the event of a complaint this will be taken very seriously, please contact myself.  Clients are also encouraged to give constructive feedback as to improve future services.

Complaints Procedure

If you have a complaint or concern about the service, you have received please let me know.

I hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE – ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem.

Who can complain?

Complaints can be made by patients; carers or a family member.

Please note that if you are complaining on behalf of someone else, we must know that you have their permission. A note signed by the person concerned and witnessed by the patient will be needed. If this is not possible the complaint should be brought by the next of kin.

How can you complain?

Complaints should be addressed to Sarah Luana.

Complaints can be made in writing or alternatively, an appointment can be made with the clinic manager who will explain the complaints procedure to and who will ensure that your concerns are dealt with promptly. It will greatly assist the clinic if you are as specific as possible about your complaint.

How will it be dealt with?

All complaints will be treated with respect, sensitivity and confidentiality.   All complaints are handled without prejudice or any assumptions, emphasis will be about resolving the complaint

No one will be discriminated against or suffer any unjust adverse consequences as a result of making any complaint

Once a written complaint is received an acknowledgement will be sent out within 2 working days. This will state the time frame for a response and who will be dealing with the complaint. If this is not possible to conclude all the investigations within 10 days an update with the patient with progress and approximate time scales.

Record Keeping

Complaints received by the practice are held on file by the clinic manager. Documentation is kept separate from the patient clinical record.

You will not be discriminated against or suffer recrimination as a result of making a complaint.

All complaints are treated with the strictest confidence.

Taking it further

If you remain dissatisfied with the outcome you may refer the matter to:

The Ombudsman
Tel: 0845 015 4033