Complaints Procedure – Information for Patients
Cognacity at Leon House is committed to providing a high quality healthcare service to all patients. We welcome any comments or suggestions about the patient services on offer.
Cognacity at Leon House recognises that there may be occasions when patients may wish to complain about some aspect of the healthcare service which has been offered or received. If you feel you wish to discuss an issue, or indeed make a complaint, we would kindly ask that you bring this to the attention of Sean Gartland, Practice Manager or a member of clinic staff as soon as possible.
This complaints procedure ensures that your complaint will be dealt with as quickly as possible.
Verbal Complaints
If you wish to speak to someone about an aspect of Cognacity at Leon House private healthcare service, please try to do so as soon as possible, preferably before you leave the premises. Cognacity at Leon House will make every effort to resolve your complaint as quickly as possible.
If your concerns are not resolved to your satisfaction, you will be advised on the process to make a formal written complaint.
Written Complaints
All written complaints should be addressed to Sean Gartland, Practice Manager. Please describe as fully as you can the nature of your complaint stating the following information:
- What you are unhappy about.
- When the incident took place.
- What clinic staff were present at the time.
All administrative complaints will be dealt with by the Practice Manager and all clinical complaints will be passed to Dr Gary Bell. Your complaint will be acknowledged in writing within two (2) working days, unless a full reply can be sent within five (5) working days.
Cognacity at Leon House will carry out a full investigation of the nature of your complaint and offer to meet with you in order to resolve the issue/s.
You will receive a full written response within twenty (20) working days of the complaint being received.
If a full response cannot be given within twenty (20) working days of receiving your complaint, Sean Gartland, Practice Manager will write to you to explain the reason for the delay.
You will receive a full written response within five (5) days of a conclusion being reached.
Care Quality Commission
If you are still unhappy about the outcome of your complaint, you may wish to contact the Care Quality Commission, the organisation that regulates Cognacity at Leon House private healthcare service.
The address is: Care Quality Commission, Finsbury Tower, 103-105 Bunhill Row, London EC1Y 8TG
(Tel: 03000 616161). Internet: http://www.cqc.org.uk
Please be assured that Cognacity at Leon House will deal with all complaints confidentially and following investigation, will consider making changes to the clinic service to improve the healthcare services on offer to all patients.
Last reviewed: Aug 2018 Next review date: Aug 2019
