Complaints Procedure
Your complete satisfaction is very important to us. Occasionally, we may not meet your expectations, and if there is something we need to improve, we encourage you to tell us. We will do our best to put things right and learn from your feedback to help ensure the same issue does not happen again.
When you are pleased with the service provided, we also welcome your feedback.
Raising Concerns Informally
If, while at the Centre, you are dissatisfied with the care or service you have received, please speak to any member of staff or the person in charge. You are welcome to do this at any time.
We encourage concerns to be raised as early as possible so they can be addressed quickly, courteously, and informally by the relevant staff member.
We also encourage all patients to complete our post-treatment questionnaire.
Formal Complaints Procedure
If you remain unhappy and feel your concerns have not been resolved satisfactorily, you may wish to make a formal complaint.
We will:
- Confirm receipt of your complaint within two working days
- Aim to resolve your complaint as quickly as possible
- Follow established complaint-handling guidelines
- Advise you on the next steps if you remain dissatisfied
We operate a four-stage complaints process to ensure that every complaint is thoroughly reviewed, documented, and used to help prevent future occurrences.
Stage One – Local Resolution
Complaints may be made verbally or in writing to the Centre Manager. For serious complaints, the Centre Manager may request that the complaint is submitted in writing.
Once your formal complaint has been received, the Manager will discuss your concerns with you. We will send an acknowledgement letter within two working days outlining the complaints process and the next steps of the investigation.
Unless the matter is particularly complex and requires a longer investigation period, we will provide a full written response within 20 working days.
If you are dissatisfied with the outcome at Stage One, you may request escalation to Stage Two within six months of receiving the final response.
Stage Two – Review by the Director of Quality
At Stage Two, your complaint will be reviewed by the Director of Quality. This review will consider the original complaint, the investigation undertaken, and the response provided at Stage One.
The Director of Quality may request additional information or arrange a meeting with you to ensure that all concerns are fully understood and appropriately addressed.
We will acknowledge receipt of your request for review within two working days and aim to provide a full written response within 20 working days unless additional investigation time is required. If a longer investigation is necessary, we will keep you informed.
If you remain dissatisfied following Stage Two, you may request escalation to Stage Three.
Stage Three – Review by the Chief Executive
If you remain dissatisfied following Stage Two, your complaint may be escalated for review by the Chief Executive.
The Chief Executive will conduct an impartial assessment of your complaint and may request that further independent review is undertaken to ensure the complaint has been handled fairly and appropriately and to identify any further possible resolutions.
We will acknowledge escalation of your complaint within two working days and aim to provide a full written response within 20 working days unless a longer investigation is required. If additional time is needed, we will notify you accordingly.
Stage Four – Independent External Review
If, after completion of all three stages, you remain dissatisfied with the outcome of your complaint, you may request an independent external review. We will advise you on the appropriate process and provide guidance on how to escalate your concerns externally.
For NHS patients, complaints may also be referred to:
Parliamentary and Health Service Ombudsman
Citygate
Mosley Street
Manchester
M2 3HQ
Telephone: 0345 015 4033
https://www.ombudsman.org.uk/making-complaint