INTRODUCTION
Harley Street Physicians is committed to delivering a safe, high quality service and cost-effective healthcare. We will do our best to ensure the time you spend in our practice is as comfortable as possible and to provide you with excellent personal and professional care at all times. However, there may be times when your expectations are not met, and you are not satisfied with the service you have received. We therefore appreciate all feedback regarding the care and service that you, your family or others experienced which can be relayed to us as details below.
Patient Satisfaction Questionnaire
As part of our commitment to continuous improvement, we encourage our patients to provide feedback so that we can take into account your views and priorities. A tool we use for this is our Patient Satisfaction Questionnaire. These are available from reception.
The feedback received from the surveys remains anonymous and is reviewed quarterly as well as annually. We will respond to any concerns considerately, quickly and as effective as possible. All comments and complaints are taken seriously, regardless of their nature: clinical or administrative.
Other ways of raising an issue or concern
We hope you had a great experience at our facilities and that you do not have any concerns about the care you received. If you do encounter any problems, however small, we ask that you tell us as soon as possible. Please highlight any concerns as soon as they arise, rather than waiting, so that we may resolve these in a timely fashion. You can provide feedback as follow:
During your appointment: Please ask to speak to the Practice Manager or any Senior person on duty to discuss your concern. As previously mentioned, you may also request from reception our Patient Satisfaction Questionnaire. Each questionnaire is reviewed and action will be taken appropriately.
After your appointment: Please write to our Medical Director, Dr Milton Maltz. Address details are provided at the end of this booklet.
THE COMPLAINTS PROCEDURE
Our complaints policy ensures your concerns are investigated and that you are given a full and prompt reply. This guide outlines our patient complaints procedure and gives you advice about how to get a satisfactory response to your concerns. Any complaint that we receive is treated in confidence. We undertake to investigate all complaints courteously and sympathetically and to provide a rapid response within nationally recognised timelines.
This guide outlines our patient complaints procedure and gives you advice about how to get a satisfactory response to your concerns.
Should you require any further information, or guidance and support in using this Guide, then please do not hesitate to ask any member of staff.
Verbal complaints
Every effort will be made to resolve your complaint immediately whilst you are still at the practice. 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 myself, Dr M Maltz, and the letter should include:
• Who or what has caused you concern
• Where and when the events took place
• What action you have already taken, if any
• What results you want from your complaint
Our Medical Director will then acknowledge receipt of your letter within 2 working days, unless a full reply can be sent and the complaint resolved within 5 working days.
Dr Maltz is responsible will investigate the complaint and the practice will write to you the outcome within 20 working days. If a full response cannot be given at this point, you will receive a letter explaining the reason for the delay.
In any event, you will receive a holding letter every 20 working days until the matter is resolved.
When investigating the complaint, Dr Maltz or a senior manager may offer to call you to talk about your concerns or offer to meet you. After the meeting, if no further action is proposed, the practice will send you a full written response.
What happens if I’m still unhappy?
If You Are Not Satisfied
If you remain dissatisfied after our final response, you may escalate your complaint:
For Medical Services (Doctors/Dentists)
You can contact:
Independent Sector Complaints Adjudication Service (ISCAS)
Website: https://iscas.cedr.com
Tel: 020 7536 6091
You may also contact:
Care Quality Commission (CQC) (for regulated services)
Website: https://www.cqc.org.uk
Tel: 03000 616161
Please note that CQC does not investigate independent complaints
For any further inquiries, please email us on info@harleystreetphysicians.co.uk