Lets work this out together
We always try to provide a high level of care and an excellent quality of service, but there may be times when you feel this has not happened. The following explains what to do if you have a complaint about the services we provide.
In the first instance, we would always endeavour to address and resolve your complaint in person at the time. If this cannot be achieved, the next step would be to forward your complaint in writing to the Site Manager with details of the complaint. A letter of acknowledgement will be sent to you within 3 working days of receipt of your complaint. Your complaint will be fully investigated by our Patient Liaison Officer and we will work closely with you in order to resolve the complaint.
We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed. We hope that you will feel satisfied that we have dealt with the matter thoroughly, however, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you.
Please note that we have to respect our duty of confidentiality to our patients and patient’s consent will be necessary if a complaint is made by a third party.