At The Bespoke Clinic, we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. When our patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.
Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make, and we respond to concerns raised by our patients in a caring and sensitive way.
The person responsible for dealing with any complaint about the service which we provide is Dr. Neetika Dang, who can be contacted as detailed below:
Tel: 0191 6941232
Email: drneet@thebespokeclinic.uk
You should try to provide details of:
- How or what you are complaining about.
- Where and when the event that caused your complaint happened
- If possible, what you would like to be done to address your complaint.
– We appreciate our patients taking the opportunity to speak with us first to enable us to identify what went wrong and work with you to find solutions to problems.
– We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days.
– The Lead Investigator will ensure that it is handled in a way to ensure resolution without undue delay. For complaints that may be straightforward and easier to resolve, we aim to respond with our findings and recommended actions within 10 working days. However, if the nature of the complaint is slightly more complex, complainants should ordinarily receive a written response within 20 working days from the date of receipt. It is important that the right balance is struck between a timely response and one that is informed by comprehensive local action, as this will provide the best response to the complainant and the best opportunities for learning within the clinic.
– We will confirm the decision about the complaint in writing immediately after completing our investigation. Proper and comprehensive records are kept of any complaint received.
The three stages of the Patient Complaints Procedure are as follows:
- Stage 1: The complaint is considered locally by Dr. Neetika Dang or the Lead Investigator following which a response is sent to the patient.
- Stage 2: If the complainant is unsatisfied with the response, the complaint is considered by the IDF Complaint Manager, seeking input from both parties.
- Stage 3: If after stage 2, the patient remains dissatisfied, they can take the complaint to ISCAS for final adjudication.
ISCAS have a dedicated team of trained advisors who help private patients and professionals settle grievances regarding private care. https://iscas.cedr.com/patients/complaints-process/
CQC are happy to hear about our services at any time. Contact them at 03000616161