Complaints Procedure
Practice Complaints Procedure
If you have any complaint or concern about the service you have received from the doctors or staff working for this practice you are entitled to ask for an explanation. We operate an informal, in-house complaints procedure to deal with your complaints. This procedure does not deal with matters of legal liability or compensation. In some cases the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority.
How to complain
We hope that most problems can be resolved quickly and easily, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally, within a matter of days or at most a few weeks.
This will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:
- Within 12 months of the incident, or from when the
matter came to the attention of the complainant.
All written complaints must be addressed to Dr Ram Krishnathasan, who will ensure that it is investigated thoroughly and as speedily as possible. It will be a great help if you are as specific as possible about your complaint. Alternatively, you may ask for an appointment with Dr Ram Krishnathasan or a telephone call in order to discuss your concerns.
What we do
We will acknowledge your complaint within 3 working days, verbally or written and aim to have looked into your complaint within 25 working days of the date when you raised the complaint with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.
If the complaint is complex and we are unable to give you an explanation within 25 days the practice has up to 6 months to respond. If you are unhappy with service from Dr Ram Krishnathasan you can take your complaint to Centre for Effective Dispute Resolution (CEDR)
You may complain on behalf of someone else. We can help you write down your complaint, if you need help contact Mrs Krishnathasan/Dr Ram Krishnathasan.
Complete the complaint as soon as you can and return it to Dr Ram Krishnathasan.
Complaining on behalf of someone else
Please note that the Practice must ensure strict adherence to the rule of medical confidentiality. We cannot provide confidential information without appropriate authority. We have to know that you have his or her permission to do so.
Complaining to an independant body
We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. We are aware that we are a small business with few staff so if you remain dissatisfied after we have dealt with your complaint, you can refer the matter to Centre for Effective Dispute Resolution (CEDR). https://www.cedr.com/submit-a-complaint/
Phone 020 7536 6000
