Complaint Policy

Purpose of this document

This organisation is always committed to delivering a high-quality service and endeavours to provide you with excellent personal and professional care. 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.

Responsibilities and information

How do I make a complaint?

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

Written Complaints
All written complaints should be addressed to the Registered Manager via email to office@artemisclinic.co.uk or by post to The Artemis Clinic, 1st Floor, 106 – 108 High Street, West Wickham, BR4 0ND and 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 would like from your complaint

We will then acknowledge receipt of your letter/email within 3 working days.

We will investigate the complaint and will write to you with the outcome within 28 days. If the investigation is still in progress, a letter will be sent explaining the reason for the delay regularly, at the very minimum of every 10 days.

If you are still not satisfied with the way your complaint has been dealt with you can make a complaint about a doctor to the GMC by visiting www.gmc-.uk.org or calling 0161 923 6602. You can make a complaint about a physiotherapist to the HCPC by visiting www.hcpc-uk.org or calling 0300 500 6184.

If you have a genuine concern about the service or any health professional working with the service, you can raise your concerns with the with the Care Quality Commission.

You can contact CQC by visiting https://www.cqc.org.uk/contact-us or calling 03000 616161, or via email to enquiries@cqc.org.uk

The six core principles in use in this organisation are:

1. All feedback is important to us.
2. We want to make it easy for you to raise a concern or complain if you need to.
3. We follow a complaints procedure and keep you informed.
4. We will try to answer all your questions and any concerns you raise.
5. We want you to have a positive experience of making a complaint.
6. Your feedback helps us to improve our service.

Reference https://www.ombudsman.org.uk/publications/my-expectations-raising-concerns-and-complaints