How to raise a concern
Speak to anyone in the building, or contact Tom Reilly, practice manager, on 01632 960700, by email at hello@meridian-health.example, or in writing to Meridian House, 12 Station Approach, Fenbridge, Wessex, WX4 2HL. It does not matter which department it concerns: one process covers all of them.
What happens next
- We acknowledge your complaint within three working days and tell you who is handling it.
- We look into it, which may include talking to the people involved and reviewing your records with your consent.
- We write to you within ten working days with what we found and what we will do. If it takes longer, we tell you why and when to expect our reply.
- If you are not satisfied, you can ask for the complaint to be reviewed by Dr Helen Marchbank.
If we cannot put it right
You can take your concern to an independent body:
- Parliamentary and Health Service Ombudsman for NHS-funded care at the centre, once the practice has answered
- Care Quality Commission for feedback about the safety and quality of the service as a whole
- Independent Sector Complaints Adjudication Service for private treatment, if the centre subscribes to ISCAS
Appointments and cancellations
Change or cancel any appointment up to 24 hours before at no charge, online or by phone. Later cancellations and missed appointments are charged at half the appointment fee; NHS-funded appointments are not charged.
Complaints are recorded and reviewed so the practice learns from them. They never affect the care you receive. Last year’s count is published on the outcomes page.