Complaints Policy & Feedback
We strive to continuously monitor our performance and improve our service. This is done through a continuous assessment process by using a tool called a Patient Satisfaction Questionnaire. This allows us to take in your views and experience with our service. The questionnaires can be electronically completed using the QR code in CRP Clinic reception and waiting rooms. The feedback we receive is anonymous and is reviewed on a monthly basis. All the information gained is shared with our team and displayed on our website.
If you have a complaint or concern about your experience with our service, please let us know. We will endeavour to act on and make changes to what we do by learning from your feedback. We will investigate concerns raised in your complaint and respond to you in writing as soon as a full investigation has been done.
How to complain:
We hope that most concerns can be sorted out easily and quickly, often at the time they arise and with the person concerned. So please let us know at the time or soon after your consultation.
If your concern cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible.
Complaints can be made in the first instance either orally or in writing to any of our staff in reception.
When we look into your complaints, we will aim to:
find out what happened and what went wrong
advise you what we will do to put the matter right
make sure you receive an apology where appropriate
identify what we can do to make sure the problem does not occur again
What we will do:
We will acknowledge receipt of your complaint within 3 working days in writing. Our complaints lead will investigate the issue and respond to the patient by email and/or over the phone. If we cannot resolve the problems for you there and then to your satisfaction, we will escalate the complaint to the Clinical Director.
If we are unable to meet the response deadline of 20 working days, we will contact you to advise why and inform you of the extended date. We aim to resolve your complaint internally within 3 months. You can contact us to discuss your concerns or complaints at any time by e-mail on: firstname.lastname@example.org
We aim to reach an amicable resolution internally, however if you remain dissatisfied having exhausted the company’s local complaint procedure, you may request an Independent external review. The procedure is for you to write to the ISCAS Secretariat to request an investigation at:
Independent Sector Complaints Adjudication Service
70 Fleet Street
You must write to the ISCAS within 6 months of the final decision of the clinic’s internal review. The External Adjudication Secretariat will communicate with you to outline the procedure that they will follow in the investigation of your complaint.