Complaints Policy

Our commitment to you

We are committed to treating every patient with dignity and respect, listening carefully to concerns, investigating complaints fairly and impartially, keeping you informed throughout the process, and responding within reasonable timeframes. Making a complaint will not affect the quality of your current or future care.

How to raise a concern

Many concerns can be resolved quickly by speaking with a member of our team. If you are unhappy with any aspect of your experience, please contact us as soon as possible so we have the opportunity to investigate and resolve the matter.

You may raise your concern in any of the following ways.

Where appropriate, we will attempt to resolve simple concerns immediately.

Making a formal complaint

If your concern cannot be resolved informally, you may submit a formal complaint. To help us investigate efficiently, please include the following information.

Providing as much information as possible will help us investigate your complaint more effectively.

How we handle complaints

Once we receive your complaint, we will acknowledge receipt within three working days. Your complaint will be reviewed by an appropriate member of the management team. Where necessary, we may review medical records, review appointment records, speak with staff involved, consider relevant policies and procedures, and request additional information from you. Every complaint is assessed individually.

If additional time is required due to the complexity of the investigation, we will keep you informed of our progress and provide an updated timeframe.

Confidentiality and learning

All complaints are handled confidentially. Information relating to your complaint will only be shared with individuals involved in investigating and resolving the matter, unless disclosure is required by law.

Patient feedback is an important part of improving our services. Where appropriate, complaints may result in improvements to clinic procedures, additional staff training, updates to patient information, changes to internal processes, and wider service improvements. Our objective is to continually improve the care and experience we provide.

If you remain dissatisfied

If you remain dissatisfied after receiving our response, you may request that your complaint is reviewed again if you believe relevant information has not been considered. Where appropriate, you may also seek advice from the relevant independent organisations or regulatory bodies.

Our healthcare professionals are individually accountable to their respective professional regulators. Where appropriate, concerns relating to the professional conduct of an individual healthcare professional may be referred to the relevant regulatory body.

Contact us

If you wish to make a complaint or discuss a concern, please contact us using the details below. We will treat your complaint with courtesy, fairness and respect, and will work to resolve your concerns as promptly as possible.