It is my aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible.
I take complaints very seriously, your health and safety is paramount and we investigate them in a full and fair way and take great care to protect your confidentiality.
We learn from complaints to improve our care and service. I will never discriminate against patients who have made a complaint.
If you are not entirely satisfied with any aspect of my care or service please let me know as soon as possible.
If a patient complains on the telephone, via email or in person, I will listen to your complaint and may ask questions and for evidence to allow us to address your concerns fully and promptly.
I always offer a free consultation to come in to discus concerns and be re assessed and have colleagues on hand if needed for a second opinion.
After the re assessment; If your complaint is not resolved to your satisfaction within 24 hours or if you complain in writing, we will acknowledge it in writing within 3 working days and will aim to provide a full response in writing as soon as practicable.
We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible only by those who need to know about your complaint.
If the complaint investigation takes longer than anticipated I will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.
When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the compliant.
I regularly analyse patient feedback to learn from them and to improve my services. That’s why I always welcome your input, comments, suggestions.