Complaints Procedure

Purpose of this document

The Women’s Clinic is always committed to delivering a high-quality service and endeavours to provide the patient with excellent personal and professional care. However, there may be times when expectations are not met, and the patient is not satisfied with the service they have received.

Our complaints procedure ensures that we respond to the patient’s concerns considerately, quickly and as effectively as possible. All comments and complaints are taken seriously, regardless of their nature.

Responsibilities and information

How do I make a complaint?

Verbal Complaints – Every effort will be made to resolve the complaint while the patient is still at the clinic. However, if the patient’s concerns are not resolved to their satisfaction, then help will be given on making a written complaint.

Written Complaints – All written complaints should be addressed to the Registered Manager via email to info@thewomensclinic.life or by post to The Women’s Clinic Ltd, 76 West Regent Street, Glasgow G2 2QZ.

The letter should include:

• Who or what has caused you concern
• Where and when the event took place
• What action, if any, has already been taken
• What result the patient would like from the complaint.

We will then acknowledge receipt of the patient’s complaint letter within 3 working days.

We will investigate the complaint and will write to the patient with the outcome within 28 days. If the investigation is still in progress, a regular letter will be sent, at the very minimum of every 10 days, explaining the reason for the delay.

If the patient is still not satisfied with the way the complaint has been dealt with they can make a complaint to the General Medical Council and/or to Healthcare Improvement Scotland:

Email: his.ihcregulation@nhs.scot
Website: www.healthcareimprovementscotland.org

The six core principles used in this organisation are:

1. All patient feedback is important to us.
2. We want to make it easy for the patient to raise a concern or complain if needed to.
3. We follow a complaints procedure and keep the informed.
4. We will try to answer all the patients questions and any concerns that are raised.
5. We want the patient to have a positive experience of making a complaint.
6. Your feedback helps us to improve our service.