Complaints
At The Somerville Clinic, we strive to provide the highest quality of care. We understand that there may be occasions when our services do not meet your expectations. This document outlines the steps to take if you wish to make a complaint about our services.
Step 1: Speak to the Staff Member
If you feel comfortable, please address your concerns directly with the staff member involved. They may be able to resolve the issue quickly and informally.
Step 2: Contact the Practice Manager
If you are not satisfied with the response or prefer not to speak to the staff member, you can contact the Practice Manager. They will listen to your concerns and attempt to resolve the matter informally.
Informal resolution
Formal complaint
If your issue is not resolved informally, you may wish to make a formal complaint.
Step 3: Submit a Written Complaint
Send a written complaint to the Practice Manager. You can submit this via letter or email. Please include the following details:
Your full name and contact details
A detailed description of your complaint
Relevant dates and times
Names of any staff members involved (if known)
Any supporting documents
Our contact details can be found here.
Acknowledgement
We will acknowledge your complaint within 3 working days of receipt. This acknowledgment will include the name and contact details of the person handling your complaint.
Investigation
We will conduct a thorough investigation into your complaint. This may involve interviewing staff, reviewing records, and gathering further information.
We aim to complete the investigation within 20 working days. If more time is required, we will notify you and provide an updated timeline.
Response
Upon completing the investigation, we will provide you with a written response. This response will include:
A summary of your complaint
Details of the investigation process
The outcome of the investigation
Any actions we will take in response to your complaint
Information on how to escalate your complaint if you are not satisfied with the outcome
Internal Review
If you are not satisfied with the response, you can request an internal review. This request should be made in writing within 20 working days of receiving our response.
External Review
If you remain dissatisfied after the internal review, you can escalate your complaint to external regulatory bodies such as:
The Independent Sector Complaints Adjudication Service (ISCAS)
Website: https://iscas.cedr.com/
The Care Quality Commission (CQC)
Address: National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
Website: https://www.cqc.org.uk/
The General Medical Council (GMC)
Address: Regent's Place, 350 Euston Road, London, NW1 3JN
Website: https://www.gmc-uk.org/
Advocacy Services: Independent advocacy services can provide support and advice. Contact details for local advocacy services are available upon request.
Patient Advice and Liaison Service (PALS): PALS offers confidential advice and support to patients, guiding you through the complaints process.
All complaints will be handled with strict confidentiality. Information will be shared only with individuals involved in the investigation and relevant regulatory bodies.
We are committed to learning from complaints to enhance our services. Complaints are regularly reviewed to identify trends and areas for improvement.
If you have any questions about this complaints process, please contact us here.
We take all complaints seriously and are dedicated to resolving them in a fair, timely, and respectful manner. Your feedback is valuable to us and helps us improve the quality of our care.
