Our policy is to give our patients the highest possible standards of service and care and we endeavour to resolve all complaints as quickly as possible. We aim to:
- Provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
- Publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
- Ensure everyone at Melior Clinics knows what to do if a complaint is received
- Ensure all complaints are investigated fairly and in a timely manner
- Ensure that complaints are, wherever possible, resolved and that relationships are repaired
- Gather information which helps us to improve what we do
Handling complaints well:
- Demonstrates our commitment to our patients and practitioners
- Demonstrates our commitment to providing the best possible service
- Helps us to find out about things that have gone wrong so we can fix them
- Helps us to prevent things going wrong again in future
Each complaint will be investigated by the Clinic Manager and senior medical team as appropriate. The investigation will include staff interviews, a case study, discussions and meetings as appropriate. In the case of a written complaint, a written response will be despatched within two working days of receipt to indicate the appropriate action is being taken. We would aim to achieve a resolution of the complaint within 20 days. However, if this is not possible a letter of explanation will be despatched. Records of complaint will be kept for at least 10 years as part of our clinic record retention policy.
Written complaints may be sent to the Clinic Manager at 47 Dartford Road, Sevenoaks, Kent TN13 3TE or by e-mail at firstname.lastname@example.org
Verbal complaints may be made by phone to 0330 024 1300 which will then be forwarded to the Clinic Manager for investigation.
A copy of the complaints policy is available in the reception area of all clinics or on the website.
Upon receipt of a formal complaint, Melior Clinics will instigate a two stage process:
Stage 1 Local Resolution
- The Clinic Manager has direct responsibility for dealing with complaints.
- The Clinic Manager will acknowledge all complaints within two working days of receipt of the complaint and aim to have fully investigated the complaint within 20 working days of receipt of the complaint.
- Where the Clinic Manager is still investigating a complaint, the complainant will be sent a letter explaining the reason for the delay and a full response should be received within five days of the Clinic Manager reaching a conclusion.
- When investigating a complaint, it is our aim to:
- Find out what happened and what went wrong
- Make it possible for the complainant to discuss the problem with those concerned
- Make sure the complainant receives an apology where appropriate
- Identify what we can do to make sure the problem doesn’t happen again.
- At the end of the investigation, conclusions will be presented to complainant in detail, either in writing or verbally.
Stage 2 Internal Appeal
- If the patient is unhappy with the response to their complaint and wishes to request an internal appeal this should be done within 20 working days of the date of the final written response.
- The request should be made in writing to The Operations Director who will consider the complaint and undertake a review of all aspects of the investigation at a clinic level. The Operations Director will then either confirm the decisions and actions of the Clinic Manager or offer an alternative resolution.
47 Dartford Road
If the complainant remains dissatisfied with the outcome of their complaint, they will be advised to contact an Independent advocate, i.e. Citizens Advice Bureau.