If you wish to complain you can do either by
- Telephone or in person made verbally. In any case a written record of the complaint that describes the issues requiring investigation must be kept. This must be agreed with the complainant and ideally signed.
- In writing either my email or by letter. This should be address FAO of the Manager,
Stage 1 – Local Resolution
Complaints of a non-medical nature will be handled in their entirety by the Clinic Manager.
In the case of a treatment-related complaint, the matter will be discussed with the relevant practitioner/s and may require you to attend an additional consultation with that practitioner or an external independent practitioner.
The objective of this is to provide an explanation or a solution to your concerns. Our aim is to provide you with a full written response within 14 working days where this is not possible, an explanation as to the cause of the delay.
If the complainant wishes to receive a written response it should address the matter, acknowledging all points raised by the complainant. The response should include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, detail of any necessary remedial action and any action take or will be taking as a result of the complaint.
The complainant should be informed at the end of the letter how to access the next stage of the complaints process if the complainant remains unsatisfied.