Complaints Policy

Complaints Policy for The Private Doctors

At The Private Doctors, we are committed to delivering high-quality healthcare services and ensuring that our patients feel heard and valued. We recognise that there may be times when our service does not meet your expectations, and we encourage open communication to resolve any concerns in a fair and timely manner.

How to Make a Complaint

If you have a complaint or concern about the service received, you can contact us through the following channels:

• Email: admin@theprivatedoctors.co.uk
• In Writing: Addressed to the Clinic Manager at The Private Doctors, 52 Street Lane, LS8 2ET
• In Person: You may raise concerns directly with a member of staff, who will escalate the matter appropriately.

We encourage patients to raise complaints as soon as possible to allow for a thorough investigation and resolution.

Complaint Handling Process

Stage 1: Initial Resolution

• Complaints will be acknowledged in writing within 3 working days.
• A full investigation will be conducted, and a response will be provided within 20 working days.
• If further time is needed, we will keep you informed about the progress and expected resolution timeframe.
• If you are satisfied with the resolution, the matter will be closed. If not, you may proceed to Stage 2.
  
  

Stage 2: Internal Review

• If the issue remains unresolved, you may request a review within 6 months of the Stage 1 response.
• A senior staff member who was not involved in the initial investigation will conduct an independent review.
• A formal response will be issued within 20 working days.
• If you are still dissatisfied, the complaint can be escalated to Stage 3.
  
  

Stage 3: Independent External Review

If you remain dissatisfied after the internal review, you may seek independent adjudication. This must be requested in writing within 6 months of receiving the Stage 2 response.

Confidentiality & Support

• All complaints will be handled confidentially and fairly.
• Complaints will not affect the level of care received.
• If a representative is making a complaint on your behalf, written consent will be required to share medical information.
  

At The Private Doctors, we view complaints as an opportunity to enhance patient experience and service quality. If you have any concerns, we encourage you to reach out to us so that we can address them effectively and work towards a positive resolution.

Your Health is Our Priority.

Call Us

0113 3886399

Email Us

admin@theprivatedoctors.co.uk