Complaints Policy

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Our policy

We aim to provide our patients with the best care we can and would like to hear from you if you think we have done something well, or if you have suggestions on how we could do something differently. 

Equally we know that there will be times when we fall short of the mark and want to know if you are unhappy with our service. We would encourage you to speak to whoever you feel most comfortable with - your clinician, a nurse, a receptionist or manager, but if you prefer to give your feedback in writing, please send it to the Patient Safety and Quality Manager.

If you have a complaint please do not be afraid to say how you feel. We welcome feedback to help us improve our standards and you will not be treated any differently because you have complained. We will do our best to put right anything that has gone wrong and this leaflet aims to help you to make your views known to us.

a person typing on a keyboard

When something goes wrong

If you have a complaint or concern the quickest way to resolve it is to speak to a member of the team and if they can resolve it straight away they will do so. If not they will refer the matter to the Patient Safety and Quality Manager who will take matters from there.

 

Who can make a complaint?

Complaints can be made by patients either on their own behalf or by a representative (with your consent).

 

What are the time limits for making a complaint?

As soon as you can whilst you can remember the details clearly. Usually the Complaints Procedure is to only deal with complaints made within 6 months of the event or discovering something to complain about. This time limit may be waived if there are good reasons why you could not let us know earlier and we can still carry out an effective investigation.

 

What happens next?

The Patient Safety and Quality Manager will acknowledge your complaint and make contact with you to discuss the way forward. The discussion can be face to face but need not be depending upon what is most convenient for all concerned. Your complaint will be investigated within an agreed timescale and you will be kept informed of progress.

 

What happens if the complaint involves a hospital?

Where other organisations such as hospitals are involved in the complaint, we will aim to provide you with a co-ordinated response covering all aspects of your complaint. Where a complaint is solely about a third party, we may seek your agreement to pass the complaint to them.

 

And finally...

Once the investigation has been concluded a letter will be sent to you setting out how we investigated your complaint as well as details of the actions taken as a result of our findings. We hope that your complaint will be resolved at this stage, but if not we may invite you to discuss what else might be done.  If you remain unhappy, we will write to advise you that we are satisfied with the way the complaint has been investigated and to provide you with details of the relevant parties to whom you will then have recourse.

Estuary View Private Medical Services recognises that patients who complain about care or treatment received have every right to expect a prompt, open, constructive and honest response including an explanation and, if appropriate, an apology. We understand the importance of listening to patients and making changes when things have not gone as they (or we) would wish. If you feel we are not able to resolve your complaint, you have the option to refer this to the Care Quality Commission.

How to Raise a Concern or Complaint

At Estuary View Private Medical Services, we are committed to maintaining the highest possible standards of care and service. If you are a patient, visitor, or member of the public and are unhappy with any aspect of the facilities or services we provide, we want to hear from you as soon as possible.

All complaints are taken seriously, reviewed thoroughly, and the information used to improve our services and facilities. We have formal arrangements in place to investigate and respond to all complaints and concerns, as outlined below.

Time Limits

Complaints should normally be made within six months of the event, or within six months of becoming aware of the issue.

Being Open (Duty of Candour)

At Estuary View Private Medical Services, we believe in being open, honest, and transparent with our patients at all times.

If something goes wrong with your care or treatment, we will:

  • Explain what happened clearly and openly
  • Apologise sincerely
  • Let you know what we are doing to put things right and prevent it from happening again

We are committed to learning from every incident and feedback we receive to continually improve our services and ensure patient safety.

How to Complain or Raise a Concern

If you are unhappy with any part of your experience, please let us know as soon as possible. Your feedback helps us improve our care.

Talk to Us First:

Many issues can be resolved quickly. Speak to the senior member of staff on duty, and we’ll do our best to resolve it immediately.

Making a Formal Complaint

To make a formal complaint, contact:

Patient Safety and Quality Manager
Estuary View Medical Centre
Boorman Way
Whitstable
Kent
CT5 3SE

or by using our secure online form

What Happens Next

You will receive an acknowledgement within 3 working days and the estimated response time is within 20 working days. You will be provided with updates if there are any delays.

Following full investigation, you will receive a written response with findings, actions, and apology. If you are not happy with the response, we would encourage you to come back to us with your outstanding concerns so that we can try to resolve the matter.

If you remain dissatisfied, you can contact the Care Quality Commission (CQC)

Care Quality Commission
Rating: Outstanding

Estuary View Private Medical Services
Estuary View Medical Centre
Boorman Way
Whitstable
Kent
CT5 3SE

Telephone: 01227 202834

Estuary View Private Medical Services provide private, self-pay medical services in the Whitstable area.