We make every effort to give the best service possible to everyone who attends our clinic.

However, we are aware that things can go wrong, resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the clinic manager who will deal with your concerns appropriately. Further information is available regarding the complaints procedure in the Patient Guide which can be found at reception.

Complaints Procedure

If you have a complaint or concern about the service you have received from the consultants or any of the personnel working in this clinic, please let us know. We operate a clinic complaint procedure which meets or exceeds national criteria.

We 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 have to 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 the Clinic Manager.

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.

If the complaint is about the Clinic Manager the complaint should be addressed to the Executive Chairman, Professor Mark Whiteley.

The time limit for resolution

Once a complaint is made, please allow 10 working days for the Clinic Manager to get back to you.
A complaint should be resolved within 6 months of it reaching the Clinic Manager.

How will it be dealt with?

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 the Clinic Manager will update the patient with progress and approximate time scales.

Who will deal with it?

In most cases complaints will be handled by the Clinic Manager. In some cases the lead consultant may get involved. This would be Professor Whiteley.

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