We have a robust complaints procedure, which is summarised here. If you wish to make a complaint you can speak to any member of staff, in writing to [email protected] or email our Managing Director Alya Shakir directly to [email protected]
The Practice follows 6 principles when dealing with complaints:
Our complaints procedure has five stages:
The Managing Director, Alya Shakir, who is also our registered manager with the Care Quality Commission, has overall responsibility for the complaints system.
Listening to your complaint:
Our patients should be reassured that:
Speaking to you further:
If we need to speak further together, patients should be reassured that:
What we do next:
All complaints are documented in our complaints log and are used at team meetings to improve what we do and hold ourselves accountable for any errors.
Any system and process changes are documented and implemented. We use your complaint to also determine whether an audit is required and to review how we measure the improvements we make.
We also share learning and actions from complaints across the clinic at our team meetings.
If we cannot resolve your complaint:
If by following our internal processes and discussing your complaint together we have been unable to resolve it, we will then refer your complaint to an external adjudication service and will fully inform you how this process works and provide you with the relevant contact details.