We hope that you never have a reason to complain. However, we also know that we won't get everything right. We are human and can make mistakes. We want to improve all the time and therefore encourage your constructive feedback and if we have done something wrong, please tell us. We promise to take your complaint seriously.
Dr Gadi Shalom
How to complain to us?
We very much hope that you never have the need to make a complaint, however we all know that things don’t always go to plan. Please find below details of your right to complain and how to do so.
You have the right to make a complaint about any aspect of our care, treatment or service and this is firmly written into our statement of purpose.
We encourage feedback as it’s useful to improve services. If you wish to share your views and experiences, positive or negative, simply speak with a member of staff. Often, many issues can be resolved by speaking with staff and it’s often worthwhile discussing your concerns early on in order to avoid an official complaint.
We do have a formal complaints procedure
You will find this information here on this page, in our waiting rooms, at reception, on the our website, or by asking a member of staff.
You can either complain to the us directly or to the commissioner of the services.
Complaints should be made within 12 months of an incident or of the matter coming to your attention. This time limit can only be extended provided you have good reasons for not making the complaint sooner and it’s possible to complete a fair investigation.
You can make a complaint in several ways and we encourage complaints in writing or by email. Verbal complaints are not recommended as a paper trail is required to ensure that all aspects of your complaint can be thoroughly investigated and documented.
Complaints protocol:
1. Make a complaint using the complaint form or in writing.
2. You should expect to receive a formal acknowledgment of your complaint within 48 hours.
3. We aim to respond within 28 days. We will use the time to investigate your complaint and reflect on any issues that were highlighted. We also aim to resolve the complaint in our response. We will let you know if we need more time to investigate.
Please access our Practice complaints form here: Complaint Form
Please access our Practice complaints protocol here: Complaints Protocol
If your problem persists or you are not happy with the way your complaint has been handled, you have the right to take your complaint to the relevant ombudsman, details of which you can find here:
www.ombudsman.org.uk
Have we got something wrong?
You have the right to make a complaint to us. We promise to take your complaint seriously!
