Complaints Procedure

COMPLAINTS PROCEDURE

Patient Complaint Code of Practice

We are committed to ensuring that all our patients have a positive experience with our service. Should a patient express concerns, we address them courteously and promptly in a systematic manner to ensure efficient resolution.

This procedure outlines our approach.

1. Miss Sophia Marques, the Clinic Manager, is responsible for handling any complaints regarding our services.
2. If a patient expresses concern over the phone or in-person to any other team member, they will refer them to the Clinic Manager immediately. If the Clinic Manager is unavailable, we will inform the patient when they can speak with her and make the necessary arrangements. Brief details of the concern will be taken and passed on to the Clinic Manager. If we cannot arrange this promptly or if the patient prefers not to wait, we will arrange for another staff member to handle the matter.
3. Written or emailed complaints will be forwarded to the Clinic Manager, Miss Sophia Marques.
4. We will acknowledge the complaint in writing within five working days and provide a copy of this code of practice.
5. We aim to investigate the complaint within fifteen working days to explain the circumstances that led to the concern either by phone or email. Should the investigation take longer than ten working days, we will inform the patient of the delay and provide an expected completion time.
6. After completing our investigation, we will confirm our conclusion/decision/resolution in writing.
7. Comprehensive records of any complaints received and any actions taken to improve our services as a result of a complaint are maintained.
8. If patients are not satisfied with the outcome of our procedure, they may contact:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk