Compliments and Complaints
We constantly strive to improve services for you. Our passion is to deliver the highest quality of care for our patients, but we know that sometimes, things go wrong. If you feel that the service you received fell short of your expectations or you have cause for concern, please let us know. We take all complaints very seriously, treat them confidentially, investigate each one individually, and will respond as quickly as possible. We acknowledge the importance of complaints and use them as an opportunity to learn how to improve our services and all aspects of the patient experience.
Compliments
We are always pleased to receive positive feedback about your experiences of our services. Please contact our office directly on 01707 707560, write to our Chief Executive, Sanjiv K. Sawock, 10-11 Station Close, Potters Bar, Herts EN6 1TL, or complete the online form below or on our contact us page. Your compliments will be passed on to the relevant staff member(s).
Complaints
You can make a complaint either by sending a letter to Sanjiv K. Sawock, Chief Executive or filling out the online form below or on our contact us page. If you would like to discuss your complaint in person, please call on 01707 707560 and book an appointment with our Clinical Governance Manager.
What happen when we receive a complaint
In accordance with our complaint’s procedure, we will:
- Acknowledge receipt of your complaint within two working days
- Investigate your complaint thoroughly
- Meet with you if this is the best way to resolve the problem
- Send you a written response from the Chief Executive within 25 working days of receipt of your complaint
- Let you know if the investigation is taking longer than expected
- Apologise if appropriate and advise you of any action taken to put right any shortcomings that have been identified as a result of your complaint.
- A meeting may be arranged with staff or possibly an independent conciliator to try and resolve the matter.
- If you are not happy with our answer after we have looked into your complaint, you can ask the Parliamentary and Health Service Ombudsman to look at your complaint. Contact details are 0345 015 4033 / www.ombudsman.org.uk
Due to the Data Protection Act and patient confidentiality responsibilities, we cannot disclose any information to a third party without the written consent of the patient. If you are complaining on behalf of a relative or friend, we will need a signed letter from them giving their consent to discuss details of their service received.
Compliments and Complaints Form
Please complete the form below to get in touch with us.