ENT Referrals Limited
Complaints Policy
As with all clinical service provision governance is an essential element of the provision of a safe service that meets all the requirements of clinical excellence. How we manage complaints forms an integral component of good governance and quality management.
The company's objectives and details of effective governance explain how we manage, develop and improve our services. We recommend reading through our Clinical Governance Policy here as it may help you, inform us, of the specific aspect(s) of care you are dissatisfied with.
Complaints Process
If you would like to make a complaint, please write or email the details of your complaint to the following person:
Once your complaint is received, we will respond to you acknowledging your correspondence within ten working days.
Making a complaint can result in changes to the way we work and they are not viewed negatively. We will always deal with your complaint sensitively and in an open and professional manner. We understand that each patient has individual expectations and circumstances. You may feel apprehensive making a complaint, however, be reassured that we will listen and do our best to understand your concerns and where necessary, act to ensure we improve the service we offer.
We will act to understand and resolve your complaint as quickly as possible. Details of the complaint and outcomes will be summarised in writing on the agreed resolution. The summary will also include the process and the actions taken to improve our service and reach resolution.
We aim to resolve complaints within forty working days and will provide you with reasons why, if this is not possible. This may occur when third parties are required to be consulted as part of the complaint handling process.
If you have any difficulty completing a complaint in writing or email, then please call us without charge on 0800 03 23 771 and we will make arrangements for you to receive help completing the details of your complaint.
ENT Referrals Limited is a member of The Independent Sector Complaints Adjudication Service (ISACS). This is a voluntary membership and forms an important part of our governance policy.
If you are unhappy with the outcome of your complaint, you may seek further independent advice from ISCAS. A copy of their guide to making a complaint can be downloaded from the link below.
The company's objectives and details of effective governance explain how we manage, develop and improve our services. We recommend reading through our Clinical Governance Policy here as it may help you, inform us, of the specific aspect(s) of care you are dissatisfied with.
Complaints Process
If you would like to make a complaint, please write or email the details of your complaint to the following person:
- Kevin Howlett. Director. ENT Referrals Limited. Suite Two Lymington Business Centre, Cannon Street, Lymington, Hampshire SO41 9BR.
Once your complaint is received, we will respond to you acknowledging your correspondence within ten working days.
Making a complaint can result in changes to the way we work and they are not viewed negatively. We will always deal with your complaint sensitively and in an open and professional manner. We understand that each patient has individual expectations and circumstances. You may feel apprehensive making a complaint, however, be reassured that we will listen and do our best to understand your concerns and where necessary, act to ensure we improve the service we offer.
We will act to understand and resolve your complaint as quickly as possible. Details of the complaint and outcomes will be summarised in writing on the agreed resolution. The summary will also include the process and the actions taken to improve our service and reach resolution.
We aim to resolve complaints within forty working days and will provide you with reasons why, if this is not possible. This may occur when third parties are required to be consulted as part of the complaint handling process.
If you have any difficulty completing a complaint in writing or email, then please call us without charge on 0800 03 23 771 and we will make arrangements for you to receive help completing the details of your complaint.
ENT Referrals Limited is a member of The Independent Sector Complaints Adjudication Service (ISACS). This is a voluntary membership and forms an important part of our governance policy.
If you are unhappy with the outcome of your complaint, you may seek further independent advice from ISCAS. A copy of their guide to making a complaint can be downloaded from the link below.
ENT Referrals Limited is a member of
The Independent Sector Complaints Adjudication Service (ISCAS),
and follows its code of conduct
Please click to file below to view the Patient's Guide To Making A Complaint:
The Independent Sector Complaints Adjudication Service (ISCAS),
and follows its code of conduct
Please click to file below to view the Patient's Guide To Making A Complaint:
|
| ||