- All patient feedback is important to us.
- We want to make it easy for patients to raise a concern or complain, if they need to.
- We follow a complaints procedure and keep patients informed.
- We will try to answer all patient questions, and any concerns raised.
- We want patients to have a positive experience of making a complaint.
- Patient feedback helps us to improve our service and quality of care.
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently, and wherever possible resolved to the complainant’s satisfaction.
- Acknowledge the complaint in writing.
- Respond within a stated period of time.
- Deal reasonably and sensitively to the complaint; and
- Take action where appropriate.
Stage 1
Resolve informally.
Stage 2
If the complaint cannot be resolved informally, a formal complaint may be made.
a. A formal complaint can be made either verbally or in writing.
b. The complaint is acknowledged within 3 working days of receiving it.
c. The complaint is investigated, and any conclusions reached will be discussed with the staff member involved and the clinic owner, Dr Arash Khademi.
d. The complainant shall receive a notice of the investigation outcome within 20 working days of the complaint being received.
Stage 3
If the complainant is not satisfied with the complaint outcome, they can be referred to “The Centre for Effective Dispute Resolution (CDER)”, a membership mediation service for handling complaints. The decision of CDER will be final.
Address:100 St Paul’s Churchyard, London, EC4m 8BU
Website: https://www.cedr.com (Online form available)
Telephone: 020 7536 6000