Comments, concerns and complaints
We're committed to providing the highest standard of care. But if something hasn't gone as it should, we want to hear about it, your feedback helps us put things right and improve for everyone.
How to raise a concern
If you're unhappy with any part of your care or experience, please tell us. Often the quickest way to put something right is a simple conversation, but you're welcome to contact us in whichever way feels most comfortable.
To help us look into things properly, please give us as much detail as you can, including what happened, when, and how you'd like us to put it right.
What happens next
We take every concern seriously and will handle it fairly, promptly and in confidence.
We'll confirm we've received your complaint within three working days, and let you know who is dealing with it.
We'll investigate what happened thoroughly and fairly, reviewing your records and speaking to anyone involved.
We'll provide a full written response within twenty working days. If we need a little longer, for example, if the matter is complex, we'll explain why and keep you updated.
Raising a concern will never affect your care. You'll always be treated with the same respect and given the same standard of treatment, whatever feedback you share with us.
If you're still not satisfied
We always hope to resolve concerns directly and to your satisfaction. If you don't feel we've put things right, please let us know, we'll take your concerns seriously and discuss what further options may be available to you, including independent review.
Learning from your feedback
Every comment and complaint is treated in the strictest confidence and recorded carefully. We review all feedback regularly, not just to resolve individual concerns, but to spot patterns, improve how we work, and make the clinic better for every patient who comes through the door.