We want all our patients to be pleased with the treatments they receive and the quality of the service they experience at our practice. We greatly appreciate all types of feedbacks so that we know what we are doing well and where we need to improve. Hence, we take complaints seriously.
If a patient makes a complaint, we will deal with it promptly and courteously. Our aim is to resolve the matter as quickly as possible following the agreed procedure and, wherever possible, to the satisfaction of the patient. A complaint may indicate a failing on our part, which we can learn from and make improvements to our service. We will adopt a ‘no blame’ approach when investigating a complaint and especially where individuals are identified, with the aim of reaching a satisfactory conclusion. We will, at all times, be polite and respectful to our patients.
Our ultimate aim is to resolve all complaints locally to the satisfaction of the claimant in the most respectable and fair manner possible. Please speak to us if you have any questions, comments, concerns, problems, or complaints.
The Practice Manager, Dr Hassan Hashemi, is responsible for dealing with all complaints. All complaints are acknowledged in writing as soon as possible and within 3 working days. We will investigate the complaint speedily and efficiently and, as far a reasonably practicable, will keep you informed of our progress. Investigations will normally be completed within 10 working days of the date of acknowledgement.