Promise to Patients

The Health Doctors is committed to delivering a high-quality service and endeavour to provide you with excellent personal and professional care whilst at the practice. However, there may be times when your expectations are not met, and you are not satisfied with the service you have received.

Our complaints procedure ensures that we respond to your concerns considerately, quickly and as effectively as possible. All comments and complaints are taken seriously, regardless of their nature, medical, nursing or administrative.

This guide outlines our patient complaints procedure and gives you advice about how to get a satisfactory response to your customers.

Verbal Complaint:

Every effort will be made to resolve your complaint immediately whilst you are still at the clinic. However, if your concerns are not  resolved to your satisfaction then guidance will be given on making a written complaint.

Written Complaint:

All written complaints should be addressed to Dr Wendy Denning. The letter should include:

• Who or what has caused you concern
• Where and when the event took place
• What action, if any, has already been taken
• What result you want from your complaint

Dr Wendy Denning will acknowledge receipt of your letter within 2 working days, unless a full reply can be sent within 5 working days.
Dr Denning, who is the registered manager of the Health Doctors will investigate the complaint and will write to you with the outcome within 20 working days.

If the investigation is still in progress, a letter explaining the reason for the delay will be sent and a full response sent within 5 working days of a conclusion being reached.

If you wish to escalate the complaint you can request an independent investigation by the Independent Doctors Federation: info@idf.co.uk Independent Doctors Federation Lettsom House, 11 Chandos Street, London, W1G 9EB or you may contact the Care Quality Commission who can be contacted in writing at:

Finsbury Tower, 103 – 105 Bunhill Row, London EC1Y 8TG.
Tele: 03000 616161
website: www.cqc.org.uk