We aim to settle complaints as soon as possible.
Stage 1 Complaint: The time allowed for this stage is 5 working days - although in practice many complaints will be resolved in less time. An extension of an additional 5 working days at Stage 1 is possible, but will only be in exceptional circumstances and the you will be advised of any delays.
On completion of Stage 1 you have 30 working days to decide whether to progress, if you are not happy with outcome at stage 1.
Stage 2 Complaint:We will acknowledge receipt within 3 working days, and aim to investigate and respond to you within 20 working days. You will then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When our investigations are complete your complaint will be determined and a final response sent to you.
We will review if there is any practice learning from the complaint and implement change to provide better care/services for our patients in the future.
The final response letter will include details of the result of your complaint, next steps (if appropriate) and including your right to escalate the matter further if you remain dissatisfied.