Complaints Policy

If you would prefer to leave negative feedback rather than raise a formal complaint please email: feedback@thedoctorslounge.co.uk.

Should you be unhappy about any of the services or care that we have provided, a complaints procedure has been set up, ensuring all grievances are dealt with rapidly and efficiently for the benefit of all parties concerned.

Patients are welcomed to contact the manager at any time to register a complaint or discuss any concerns that they have about their treatment. We will make every effort to resolve the complaint in an appropriate manner and to mutual satisfaction.

Patients who are unhappy with the outcome of an informal discussion, or would like their complaint investigated more fully, can make a formal written complaint to the clinic. We will acknowledge receipt of the complaint within 3 working days.

Complaints about clinical matters will be investigated by the Clinical Director, and where relevant, any other visiting practitioner with practising privileges who may be connected with the complaint. Administrative complaints will normally be investigated by the Manager. Every effort will be made to complete these investigations within one week. After a thorough investigation, a meeting will then be arranged where the matter can be discussed openly, recorded and hopefully resolved.

A full response in writing, setting out the conclusion of the investigation and any action, is to be made within 20 working days of receipt of the complaint.

Further information and a full copy of the complaints procedure can be obtained from the manager on request.

Formal complaints can either be made verbally or in writing. For formal complaints please email: complaints@thedoctorslounge.co.uk.