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Satisfaction/Complaint policy

Information to patient:

Satisfaction/ Complaint Policy

Your satisfaction with our service is of paramount importance to us.  We would like you to tell us straight away about any problems you have experienced, so that we can deal with them quickly and improve our service for the future. In addition, please do let us know about aspects of our service that you have appreciated.

You can complete a quick and easy questionnaire about your experience.  This information will help us to understand where we are getting things right and identify areas we need to improve.

Client Satisfaction

If something does go wrong, we have a simple procedure in place to ensure that your concerns are dealt with quickly and effectively. The first step is to speak to a member of staff at our health clinic or ask to talk to the health clinic manager. If we cannot resolve your concern to your satisfaction at the time of your appointment and you wish to make a formal complaint,  you can address that complaint as follows:

  • By emailing our Head Office: complaints@dhc.uk.com
  • By completing the online form in our website.
  • By calling 0161 9295679 and ask for the Quality manager.
  • By writing to the Chief Executive Officer, Medical Director or Clinic Manager – Diagnostic Healthcare Ltd

Mansion House

3 Bridgewater Embankment,
(Manchester Road)
Altrincham
Cheshire WA14 4RW

What is the time limit for making a complaint?

You should normally complain within 6 months of the event(s) concerned or within 6 months of becoming aware that you have something to complain about.

Information about your complaint:

It is important that you provide us with detailed information about your complaint including:

Background, location and date, staff involved, type of scan, the issues that you would like to address and what it is that you hope to achieve through the complaint process.

We aim to give you a written acknowledgement of your complaint within 5 days of receipt. A full response will be made within 20 working days. If for some reason the process can’t be completed within 20 days, you will receive a letter keeping you informed of the progress. All complaints are dealt with confidentially and impartially.

One of the senior managers will handle your complaint and this will be coordinated by the quality manager. If you are not happy with the outcome of the complaint you are entitled to request the matter be brought before the Chief Executive Officer.

 

Next Step:

If you are not happy with the way the Organisation has dealt with your complaint at a local level, you may ask either The Independent Healthcare Advisory Service for private patients or The Parliamentary and Health Service Ombudsman for NHS patients, to review your complaint:

The Parliamentary & Health Service
Millbank Tower
Millbank
London
SW1P 4QP
Tel:0345 045 4033
www.ombudsman.org.uk

Independent Healthcare Advisory Service
Centre Point
103 New Oxford St
London
WC1A 1DU
Tel:020 7379 8598
www.independenthealthcare.org.uk

You can also contact the regulator Care Quality Commission (CQC) if you choose to share your concerns with them:

CQC National Customer Service Centre
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Tel:03000 616161

www.cqc.org.uk

We keep a record of every complaint and review how many we receive and the reasons for each complaint. We use this information together with our customer surveys to make sure we continually improve the service standards we provide.

Please note this complaints procedure does not affect your legal rights.