Raise a concern
Speak to Rachel.
- Who
- Rachel Ambrose, patient services lead
- Phone
- 01632 960700
- Post
- Northgate House, 2 Foundry Square, Northgate Quarter, Wexbury, Wessex, WX1 4NQ
What happens next
- Day 0Tell anyone here, or write to us. It is logged the same day.
- 3 working daysWe acknowledge your complaint and tell you who is handling it.
- While we lookWe talk to the people involved and review your records with your consent.
- 10 working daysWe write with what we found and what we will do, or say why it needs longer.
- If unresolvedA review by Dr Naomi Sterling, then an independent body.
[01] 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
[02] Appointments and cancellations
Scans and consultations can be moved or cancelled up to 24 hours ahead at no charge. Endoscopy and day-surgery dates can be moved up to five working days ahead; later changes may incur a theatre fee stated on your quote.
[03] What we do with complaints
Complaints are recorded and reviewed so the clinic learns from them. They never affect the care you receive, and the audited figures on the results page include every case.