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The Tooting and Clapham Medical Center understands that complaints can be a useful source of information about the patient’s perspective on our services and can be used as a resource for professional development (see Clinical Audit Policy).
Employees should be aware that complaints are often resolved by giving the complainant an opportunity to voice his complaint and obtain an explanation of the issues involved. If the complainant knows they are being listened to and taken seriously, they will often respond in a more positive way.
Any patient who wishes to make a complaint is taken to the private area and given time to fully investigate it. If the complainant is not a patient, written consent must be given by the patient on whose behalf the complaint is submitted.
When a complaint is made, the supervisor records the relevant information on the complaint form, which is then signed by the patient.
The patient is made clear that the matter will be investigated and a report or confirmation will be provided within two working days. The complaint form is immediately directed to the practice management.
Depending on the nature of the complaint, management will use its best endeavors to resolve the complaint as far as possible to the satisfaction of the patient.
The patient is informed about the result in writing. In case of minor matters, the patient can be informed by phone. If you are unhappy with any aspect of the Services provided by Us or by a consultant please refer to our Complaints Policy
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