Complaints

COMPLAINTS

As a clinic we strive to provide the best possible service for our patients. However, we recognise that sometimes you may feel that we have not met your needs. If you have any complaint or concern about the service you have received from the doctors or staff working at Dr Jo Gee Psychological Therapies you are entitled to ask for an explanation.

Our promise to you

We will

• Listen to your complaint or concern
• Respond by establishing a clear, appropriate plan of action, and provide you with relevant support and advice
• Improve the service however we can

How to make your complaint

We hope that we can resolve your problem easily and promptly, often at the time the problem arises and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to do so as soon as possible. This will enable us to establish what happened more easily.

You can raise your concern or complaint to any Dr Jo Gee Psychological Therapies staff member verbally, face to face or via a telephone call. You can also put your complaint in writing to the Registered Manager. If you would like assistance with making your complaint a member of staff will be able to help you complete a Complaint Form.

Please be assured that any complaint you make written or verbal will be treated in strict confidence and have no effect upon the level of treatment and care that you receive at the practice.

If you would prefer a family member, friend or advocate to make the complaint on your behalf, they may do so and will work with them and yourself to resolve the problem. However, whilst we can receive a complaint on your behalf, we cannot provide any medical information to a third party without your consent. To discuss or provide confidential information we would require a note signed and dated by you. A member of our staff would be happy to assist you with this.

All complaints will be acknowledged within two working days of receiving it. We aim to make a full response to you within the next 21 working days. During that time Dr Jo Gee Psychological Therapies will conduct an investigation to find out what has happened and whether there is any action that can be taken to put things right. If at the end of those 21 days we are still conducting our investigations we will notify you of the position and keep you fully informed until our investigations have been concluded.

Getting further help with your complaint

We hope that through our practice complaints procedure we can resolve your problem satisfactorily. We believe that this will give us the best chance to put the matter right with you and the opportunity to improve our services for all our patients.

However, if you feel that your complaint is not being dealt with in a satisfactory manner you may contact:

Care Quality Commission on 03000 616161

Independent Healthcare Sector Complaints Adjudication Service (ISCAS) on 020 7536 6091.

General Feedback

If you have any suggestions or ideas to help improve the service we offer or share a compliment, you can give this verbally or in writing to any member of the Dr Jo Gee Psychological Therapies team where it will be shared appropriately and used to inform future service improvements. Feedback can also be received anonymously. We also provide a Feedback Form and envelope on site, if you prefer.

The Dr Jo Gee Psychological Therapies team welcome any forms of feedback as all feedback is used to continually review and improve its services and processes.