At EGA Clinic, we are committed to providing high-quality care and an excellent patient experience. We value all feedback and welcome comments, compliments, concerns, and complaints as they help us improve our services.
If you are unhappy with any aspect of the care or service you have received, we encourage you to let us know. We will listen to your concerns, investigate them fairly, and do everything we can to resolve the issue promptly.
Our Commitment
When you make a complaint, we will:
- Treat your concerns seriously, fairly, and with respect.
- Listen carefully to what has happened.
- Investigate your complaint thoroughly.
- Keep your information confidential.
- Keep you informed throughout the process.
- Explain the outcome of our investigation.
- Apologise where appropriate.
- Use your feedback to improve our services.
Making a complaint will not affect the care or treatment you receive at EGA Clinic.
Who Can Make a Complaint?
A complaint can be made by:
- Any patient who has received treatment or services at EGA Clinic.
- Someone acting on behalf of a patient, provided they have the patient's consent where appropriate.
Where possible, complaints should be made within 12 months of the incident.
How to Make a Complaint
You can raise a concern or make a complaint in whichever way is most convenient for you:
- Speak to a member of our team in person.
- Telephone the clinic.
- Email us.
- Write to us.
Where possible, we will always try to resolve concerns quickly and informally.
What Happens Next?
Once we receive your complaint:
- We will acknowledge it within 3 working days.
- We will investigate your concerns thoroughly and fairly.
- We aim to provide a full written response within 20 working days. If we need more time, we will keep you informed of our progress.
Our response will include:
- A summary of your concerns.
- Details of our investigation.
- The outcome of our findings.
- An apology where appropriate.
- Any actions we have taken or plan to take as a result of your feedback.
If your complaint relates to clinical treatment, we may discuss the matter with the clinician involved and, where appropriate, offer a follow-up consultation to review your concerns.
If You Are Still Unhappy
If you are not satisfied with our response, you may ask for your complaint to be reviewed independently.
For independent advice or further support, you may contact:
- Independent Sector Complaints Adjudication Service (ISCAS) (where applicable)
- Patients Association
- Citizens Advice
If your concern relates to the regulation of healthcare services, you may also contact the Care Quality Commission (CQC).
Please note that the CQC does not investigate individual complaints but welcomes information about people's experiences to help monitor the quality and safety of healthcare services.
Learning From Feedback
Every complaint is reviewed carefully to identify opportunities for improvement.
We use patient feedback to:
- Improve the quality and safety of our services.
- Review and update our policies and procedures.
- Support staff learning and development.
- Reduce the likelihood of similar issues occurring in the future.
We appreciate all feedback and are committed to continually improving the care and service we provide.
Contact Us
If you have any concerns or wish to make a complaint, please contact our clinic. A member of our team will be happy to assist you or arrange for you to speak with our Registered Manager.
Telephone: 020 8191 3012
Email:
info@egaclinic.com