As a clinic, our goal is to provide the highest quality service to our patients. However, we understand that there may be times when we do not meet your expectations. As a clinic we are committed to resolving any issues or concerns through our complaint’s procedure.
We believe that we can learn from all complaints and continually improve the quality of the care and service that we deliver. Information about the complaint process is available to all patients so any concerns can be raised.
If you have any complaints or concerns about the service you have received from our doctors or staff, you have the right to request an explanation. We have an in-house complaints procedure designed to address your concerns, thought it does not handle issues of legal liability or compensation.
Our Commitment to You
We will:
How to Make a Complaint
We aim to resolve any issues quickly and effectively, often at the time they arise and with the person involved. If your issue cannot be resolved in this manner and you wish to make a formal complaint, we encourage you to do so as soon as possible to facilitate an easier investigation.
Please submit your complaint in writing to The Blackwell Clinic: contact@theblackwellclinic.com
Rest assured, any complaint you make, whether written or verbal, will be handled confidentially and will not affect the level of treatment and care you receive at our practice.
If you feel that you are unable to raise a complaint by yourself, you can request that a family member, friend or advocate act on your behalf to raise your concerns. We will accept a complaint via this route but please be aware that we cannot share your medical records or information with this person unless you provide a signed and dated letter that allows us to discuss confidential information with the named advocate.
Procedure
The Blackwell Clinic will acknowledge your complaint within 3 working days, this may be via phone call or email.
We will aim to make a full response to you within the next 15 working days. During that time The Blackwell Clinic will conduct an investigation to find out what has happened and whether there is any action that can be taken to put things right. If, at the end of those 15 days, we are still conducting our investigations, we will notify you of the position and keep you fully informed until our investigations have been
Citizens Advice provides free, confidential and independent advice from over 3,000 locations, including in their bureaux, GP surgeries, hospitals, colleges, prisons and courts. Advice is available face-to-face and by phone.
We are a member of the Independent Sector Complaints Adjudication Service
Raising the matter with the Care Quality Commission.
Call us on 03000 616161
Email us at: enquiries@cqc.org.uk
Website: www.cqc.org.uk
