Complaints Procedure

Our goal is to provide high quality, safe services which meet the needs of our patients. We treat people with care, respect and dignity and communicate using language which is easy to understand.

We want to hear from you

All patients using our service are given the opportunity to give us feedback after their appointment by completing a simple feedback form on-line via the website or text message. All comments are reviewed and used to improve the care we provide. Feedback from your family and friends is also welcome.
We are always pleased to hear when things have gone well, and positive feedback is always appreciated.

How to complain

We also want to hear if things have not gone well. If you are not happy about any aspect of our service, please speak to us so that we can discuss and address your concerns. If you would prefer to do this in writing then please email us on info@theprivatemedicalgroup.co.uk

All complaints will be acknowledged within 2 working days of receipt. Following an investigation, you will receive a written reply within 20 working days of receipt, or if the investigation is still in progress, you will receive an explanation of the reason for the delay and a reply within 5 days of a conclusion being reached.

We will endeavour to reply before these dates where possible. If you are complaining on behalf of someone else, they will need to complete a consent form to say they are happy for us to discuss their care with you. We will send this consent form to them for completion.

Monitoring complaints

We keep a register of feedback and complaints received, including information on the investigation and action taken as a result.

What happens if you are unhappy with the outcome?
You can get independent advice on pursuing a private complaint from the Patients’ Association
(0800 345 7115) an organisation representing the interests of patients, and  Action against Medical Accidents, a charity helping patients who have suffered from medical accidents and clinical negligence.

Healthcare Commission

The Healthcare Commission is an independent public body responsible for standards and complaints in private and NHS healthcare, set up in April 2004. It is developing a review procedure for unresolved complaints about private healthcare, including care paid for by the NHS. For more details, contact the Healthcare Commission.

Professional bodies

If you have a serious complaint about a health professional acting in a private capacity, you can complain to the relevant professional body, which will cover both private and NHS professionals. For more details, contact the General Medical Council.