Complaints Procedure

Our purpose for this document is to ensure that all staff and patients are aware of the complaint’s procedure within THE NURSE CLINIC affording all the opportunity to make a complaint about the care or treatment they have received.

How to inform us of your complaint:

Please write a letter addressed to

The Nurse Clinic – Complaints Department

Unit 8, Manor Farm Business Park, (entrance opposite 1, Cranfield Road), Astwood, MK16 9JU.

or email us at info@thenurseclinic.co.uk

Please provide your full name, date of birth and current contact address (and email address) so that we may locate your records; and please let us know how you wish us to respond: via letter and/or via email.

What we will do:

Once your complaint has been received, we will ensure it is dealt with quickly and effectively

Acknowledge your complaint within 2 working days and offer you a free review consultation

 Launch an investigation into the circumstances leading up to and during the episode(s) that your complaint relates to

Ask all of the staff involved for their statements and the relevant entries in your records during the episode(s)

  All of the statements and records will be reviewed and a letter summarising and attending to the issue(s) you have raised will be formulated

Any actions arising from the issue(s) you identify, and the investigation will be implemented in a timely and effective manner to prevent reoccurrence

We will write to you with a response to your complaint within 20 working days

If there is a delay to the response, we will write to you and let you know why and let you know the date by which we hope to have completed our response

What to do if you remain unhappy?

If you feel that our response still does not fully address your concerns, please contact the following organisations who will assist you

Nursing & Midwifery Council

NMC

Telephone: 020 7681 5830

Online NMC

CQC

Care Quality Commission (cqc.org.uk)