The Care Quality Commission
We are registered with the Care Quality Commission, who inspect our services from time to time. We believe regulation helps us to deliver high quality care and provides you with the reassurance that we are well led, and our staff are suitably qualified, competent and experienced to provide the care you need.
We make sure that all our services are held to the same high standards, including that you are well informed about your care and what it will cost. That our premises are fit for purpose. That your care is always centred around you, and at all times you are treated with dignity and respect.
If you ever feel we fall short of these standards please let us know.
Privacy and Chaperone Policy
As part of our commitment to providing the highest quality of personal care, all Patients are welcome to request that a chaperone be present during their appointment.
If you would like a chaperone for your appointment or would like more information, please let the reception team or your clinician know.
Data Protection and Confidentiality
We treat your data with the utmost respect and all our staff are under legal obligations to maintain confidentiality and not to disclose information without consent. There may be instances in which an exception is made to this – for example if we are required to by law.
Please read our data protection disclaimer carefully when you complete your patient registration form. This sets out when we will share healthcare data in your best interests. Please be reassured that where we share data we follow set principles to ensure that we only share identifiable data if we have to, that there is always a healthcare justification, and it is on a need to know basis.
We never sell information for marketing purposes and will always seek your consent to contact you about our services.
Equality and Diversity
We are committed to ensuring that all visitors are treated with dignity and respect.
Our promise to you is that we will provide the same treatment and services to any patient irrespective of sex, race, colour, religion, religious or philosophical belief, nationality, age, ethnic origin, marital status, civil partnership, disability, sexual orientation or gender re-assignment.
Equally we will not tolerate any form of discrimination or harassment of our staff or patients by any visitor.
Any visitor, who expresses any form of discrimination against, or harassment of, any member of the clinic’s staff or patients, will be asked to leave the clinic’s premises.
Our building was designed with disabled access in mind, including disabled car parking spaces and two lifts. We also have aids available including hearing loops.
If you have any needs that we can assist you with please don’t hesistate to ask one of the team. The will be delighted to provide you with assistance from making sure you are greeted to providing a higher chair in the waiting room.
Refunds and Cancellations
All fees paid toward consultation or appointment costs are fully refundable with at least 7 days notice. If you cancel with less than 7 days’ notice, we regret that we are unable to refund any fees.
All fees paid toward treatment or surgery costs are fully refundable with at least 1 months’ notice. If you cancel with less than 1 months’ notice, we regret that we are unable to refund any fees.
We do consider exceptional circumstances on a case by case basis.
Feedback and Complaints
We are always looking for ways to improve the service we offer. To do this we would like to know what you think about the services you receive.
Please feel free to tell where we do well, and where we can improve services: in particular if we fall short of the high standards we set ourselves.
If you tell us as soon as the problem arises, in many cases we can sort it out straightaway – our staff are empowered to solve a day-to-day queries and if they aren’t able to assist our Clinic Director will always be happy to help.
If you feel we haven’t met your requirements and would like to complain please put your comments in writing. This will enable us to investigate so we can explain, apologise and take positive action where necessary.
We take all comments and complaints seriously and will always:
pass on any praise to the people concerned
handle complaints in complete confidence
offer a clear and complete explanation
You can email your complaints to email@example.com.
Or alternatively write to us at the address below. Please mark your letter for the attention of the Clinic Director.
If you could remember to including the following, that will help us respond to your complaint quickly:
the date on which you had reason to complain
names of the clinician(s), nurses or other staff who were caring for you, if known
the type of treatment you received
details of your complaint
any further comments that you want to bring to our attention
We will always acknowledge your complaint within three working days of receiving it. We will then reply in full as promptly as we can – usually within 20 working days.
If the investigation is still going on after 20 days we will write to explain the delay. In more complex cases, which may take more time, we will send you regular progress reports. We may suggest meeting you to talk through your issues and attempt to resolve them.
You may also wish to share your experience with the Care Quality Commission (CQC). Although they cannot look into complaints about health care or social care services, they would still like to hear from you if you are not happy about the care you receive.
This is because they can use this information when they are looking at individual services in England to make sure that they are meeting important standards of quality and safety. To contact the Care Quality Commission call 03000 616161, email firstname.lastname@example.org or look at their website.