Complaints Procedure
COMPLAINTS PROCEDURE - Information for Patients
Rippon Medical Services is committed to providing a high-quality independent healthcare service to all patients. Clinic staff recognise that there may be occasions when patients may wish to complain about some aspect of the healthcare service which has been offered or received. If you feel you wish to discuss an issue, or indeed make a complaint, we would kindly ask that you bring this to the attention of a member of staff as soon as possible. Complaints can be made in person, by telephone, by letter, or by e-mail. This complaints procedure ensures that your complaint will be dealt with as quickly as possible.
Verbal Complaints
If you wish to speak to someone about the Rippon Medical Service, please try to do so as soon as possible, preferably before you leave the clinic premises. Staff will make every effort to resolve your complaint as quickly as possible. If your concerns are not resolved to your satisfaction, you will be advised on the process to make a formal written complaint.
Written Complaints
All written complaints should be addressed to Mrs Jane-Louise Rippon, Clinic Manager at the address above. Please describe as fully as you can the nature of your complaint stating the following information:
• what you are unhappy about
• when the incident took place, and
• what clinic staff were present at the time.
Your complaint will be acknowledged in writing within 3 working days. The Clinic Manager will carry out a full investigation of the nature of your complaint and offer to meet with you in order to resolve the issue/s. You will receive a full written response within 20 working days of the complaint being received. If a full response cannot be given within 20 working days of receiving your complaint, the Clinic Manager will write to you to explain the reason for the delay and agree a new timescale. You will receive a full written response within 5 working days of a conclusion being reached.
Citizens Advice Bureau (CAB)
You may wish to contact your local Citizens Advice Bureau for advice about making a complaint. The nearest CAB to Rippon Medical Services is at Citizens Advice, 4th Floor, Broadacre House, Lowther Street, Carlisle CA3 8DA; Tel: 0344 111 444.
Appealing the outcome of your complaint
If you remain unhappy after you have received a response to your complaint, you may wish to consider escalating your complaint to Saveface to access a complaints resolution procedure. The contact details are:
Saveface - https://www.saveface.co.uk/concern/ / Tel: 01495 239261 / Email: info@saveface.co.uk
Care Quality Commission (CQC)
You may also wish to contact the Care Quality Commission (CQC) concerning your complaint. The CQC is the organisation that regulates Rippon Medical Services as an independent healthcare provider in England. The address is: Care Quality Commission, Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA (Tel: 03000 616161) Internet: http://www.cqc.org.uk (However, please be aware that the CQC does not have an authority to formally investigate complaints against healthcare providers).
Please be assured that Rippon Medical Services will deal with all complaints confidentially and following investigation, will consider making changes to the healthcare service to improve the services on offer to all patients.
Verbal Complaints
If you wish to speak to someone about the Rippon Medical Service, please try to do so as soon as possible, preferably before you leave the clinic premises. Staff will make every effort to resolve your complaint as quickly as possible. If your concerns are not resolved to your satisfaction, you will be advised on the process to make a formal written complaint.
Written Complaints
All written complaints should be addressed to Mrs Jane-Louise Rippon, Clinic Manager at the address above. Please describe as fully as you can the nature of your complaint stating the following information:
• what you are unhappy about
• when the incident took place, and
• what clinic staff were present at the time.
Your complaint will be acknowledged in writing within 3 working days. The Clinic Manager will carry out a full investigation of the nature of your complaint and offer to meet with you in order to resolve the issue/s. You will receive a full written response within 20 working days of the complaint being received. If a full response cannot be given within 20 working days of receiving your complaint, the Clinic Manager will write to you to explain the reason for the delay and agree a new timescale. You will receive a full written response within 5 working days of a conclusion being reached.
Citizens Advice Bureau (CAB)
You may wish to contact your local Citizens Advice Bureau for advice about making a complaint. The nearest CAB to Rippon Medical Services is at Citizens Advice, 4th Floor, Broadacre House, Lowther Street, Carlisle CA3 8DA; Tel: 0344 111 444.
Appealing the outcome of your complaint
If you remain unhappy after you have received a response to your complaint, you may wish to consider escalating your complaint to Saveface to access a complaints resolution procedure. The contact details are:
Saveface - https://www.saveface.co.uk/concern/ / Tel: 01495 239261 / Email: info@saveface.co.uk
Care Quality Commission (CQC)
You may also wish to contact the Care Quality Commission (CQC) concerning your complaint. The CQC is the organisation that regulates Rippon Medical Services as an independent healthcare provider in England. The address is: Care Quality Commission, Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA (Tel: 03000 616161) Internet: http://www.cqc.org.uk (However, please be aware that the CQC does not have an authority to formally investigate complaints against healthcare providers).
Please be assured that Rippon Medical Services will deal with all complaints confidentially and following investigation, will consider making changes to the healthcare service to improve the services on offer to all patients.
A copy of our Complaints Policy can be obtained on request.
