Complaints Policy
At Lecale Clinic our aim is to give you the highest possible standard of service and care at all times. If you feel we do not meet your expectations we would take this very seriously. Our aim would be to use any complaint as a learning opportunity so that we can continue to improve in the future. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.
To adequately assess your needs we will ask you to complete a questionnaire prior to your appointment. Please be as detailed as you can. We will ask for details of:
How to Complain?
We hope that most problems can be sorted easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, please let us know as soon as possible ideally within a matter of days – this will help is to find out what happened more easily.
If you wish to make a complaint, please contact the clinic either directly by telephone, in person, by email or by letter our staff will explain the complaints procedure to you, and will ensure that your concerns are dealt with promptly. Your complaint will be treated with complete confidentiality. It will greatly assist us if you can be as specific as possible about your complaint.
What we shall do?
We shall acknowledge your complaint, in writing and endeavour to respond normally within 3 working days. Subsequently we then aim to investigate the complaint within 20 working days. In investigating your complaint, we shall aim to:
Find out what happened and what went wrong
Enable you to discuss the problem with those concerned, if you wish
Ensure you receive an apology where this is appropriate
Identify what we can do to make sure the problem does not happen again
If you wish to meet with Dr McGreevy to discuss your complaint and its investigation, you may bring a friend or relative with you to the meeting. If you do not wish a meeting we shall send you a letter detailing the results of the investigation into your complaint.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. It you are complaining on behalf of someone else, we have to know that you have his or her permission.
Outcome
We hope to address your concerns fully, provide you with an explanation and discuss any action that may be taken.
We hope you will feel satisfied the matter has been adequately dealt with by our internal complaints process.
If you are dissatisfied with the result about any complaint pertaining to Dr McGreevy, we have put in place the provision of an external complaints process and you can escalate your complaint to the Independent Doctors Federation for further investigation.
Independent Doctors Federation. Lettsom House, 11 Chandos Street. London. W1G 9EB
