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Complaints procedure

Code of Practice for a Patient Complaint

We take complaints very seriously and try to ensure that all our patients are pleased with their experience at Newhall. When patients complain, they are dealt with respectfully and promptly so that it can be resolved as quickly as possible. This procedure is outlines below.

At Newhall we learn from our mistakes and make it our duty to respond to patients concerns in the most appropriate and understanding manner.

  1. The person responsible for dealing with any complaint about a service which we provide is the complaints manager, Dr Jasmine Bhagrath.
  2. If a complaint is made in person or on the telephone, we will listen to the complaint and offer to arrange a meeting with the complaints manager, if they are not available immediately.
  3. If the patient complains in writing or by email, it will be passed on to the complaints manager, Dr Jasmine Bhagrath.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the clinician concerned, unless the patient does not want this to happen.
  5. We will acknowledge the patient’s complaint within three working days and produce a full response within 10 working days. If we are unable to investigate the complaint within ten working days we will notify the patient.
  6. We will confirm the decision about the complaint in writing immediately after completing the investigation.
  7. appropriate and comprehensive records are kept of any complaint we receive as well as any actions taken to improve services as a result of the complaint.
  8. If patients are not satisfied with the outcome of our procedure then a complaint may be made to: