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Complaints Procedure

Complaints Procedure

     
 

The Aberdeen Clinic takes complaints very seriously and we aim to address these in a timely manner. If your complaint cannot be addressed immediately by a member of staff then this policy lays out the procedure for raising complaints and the process and timescales involved.

1. Complaints should be made verbally, in writing or by email to:
Charles.Ogilvie@theaberdeenclinic.co.uk

or in writing to:
Charles Ogilvie,
Director of Nursing
The Aberdeen Clinic
387a North Deeside Rd,
Cults
Aberdeen
AB15 9SX

Tel: 0333 014 3488

2. You should tell us

a. what your complaint is about and
b. what happened, where is happened and when it happened

3. All complaints will be acknowledged by us within three (3) working days.

4. A full investigation of the issues raised will be undertaken and progress reported to the complainant.

5. All those involved in the Complaint will have the opportunity to give their feedback.

6. The investigation will be undertaken by the Director of Nursing who will put together a response within
    twenty (20) working days.

7. A full report addressing the issues raised will be sent to the Complainant.

8. In the event that the issues are felt not to have been resolved then this should be raised with the General
    Manager in the first instance who will pass these on for further investigation by a senior member of the team.

Alena Duncan
General Manager
The Aberdeen Clinic
387a North Deeside Rd
Cults
Aberdeen
AB15 9SX

9. In some cases it may be appropriate to have a face-to-face meeting between the parties to try and address
    the issues and identify a mutually satisfactory solution.

10. If the investigation of a complaint is going to exceed the twenty (20) working days identified in this policy
      we will advise the complainant so that they are aware of the delay and reason for this delay.

11. We aim to address all complaints in a satisfactory manner in the event that you remain dissatisfied then
      we will try to work with you to provide a solution, which you find acceptable.

12. If however, we are unable to resolve your complaint in a satisfactory manner you can entitled to raise this
      with an external body:Complaints about the standard of care provided by a Medical Consultant should
      be directed to:

General Medical Council
http://www.gmc-uk.org/concerns/23339.asp

Complaints about the standard of care provided by Registered Nurses

Nursing and Midwifery Council
https://www.nmc.org.uk/concerns-nurses-midwives/concerns-complaints-and-referrals/

Phone: 0207333 9333

Both organisations have on line complaints forms



Regulation of Private Clinics is undertaken by Health Improvement Scotland (HIS) if your complaint relates to the standard of care provided at the clinic then you should address your complaint to HIS.

Healthcare Improvement Scotland
Independent Healthcare Team
Gyle Square
1 South Gyle Crescent
Edinburgh
EN12 9EB

Telephone 0131 623 4342
Email hcis.clinicregulation@nhs.net

View the HIS independent healthcare complaints procedure here...

Compliments
We are always happy to receive compliments about the services we provide if you would like to compliment our service please email admin@theaberdeenclinic.co.uk

or write to:

Alena Duncan
General Manager
The Aberdeen Clinic
387a North Deeside Rd
Cults
Aberdeen
AB15 9SX

 
     
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0333 014 3488
TAC (Aberdeen Office) 387a North Deeside Road, Cults, Aberdeen AB15 9SX
TAC Ground Floor, Piccadilly Place, Manchester M1 3BN
TAC Arun House, (HQ of Managed Regulated Activity) Brimson Mews, 58 Hamm Moor Lane, Weybridge/Addlestone, Surrey KT15 2SF
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