Complaints Procedure
If our service users have a concern or a complaint, they have the right to be heard, and if deemed necessary, for the appropriate action to take place. You can be assured that Dr Helen Medical takes all complaints and concerns seriously and will ensure that they are investigated thoroughly and promptly, in a respectful and non-judgmental manner.
If you wish to raise a concern or complaint, please refer to our Complaints Procedure, the steps are below:
Step 1 – Local Resolution
If you are unhappy with an aspect of your treatment, we want to know about it as soon as possible so that we can work towards a positive resolution for you. The person responsible for complaints in the first instance is Dr Lexi Obee-Kendall and they can be contacted via lexi@drhelenmedical.co.uk
Please provide full details of what you are unhappy about, including dates, names etc. Your written complaint will then be responded to within 3 working days.
Step 2 – Local Internal Review
If you are dissatisfied with the outcome of Step 1, you will then be given the opportunity to escalate your complaint to the manager of Dr Helen Medical (Dr Helen Evans-Howells), who will carry out an independent review of your complaint. This will be responded to within 5 working days, and you will be fully informed of any action. You can be assured that the review will be rigorous and impartial. Dr Helen can be contacted via helen@drhelenallergy.co.uk.
Please note that Dr Helen Eve Evans-Howells Ltd is the registered provider with CQC, Trading As both Dr Helen Medical and Dr Helen allergy. (20241107)
Step 3 – External Review
If you are dissatisfied with the outcome of Step 1 and 2 you may contact the Independent Sector Complaints Adjudication Service (ISCAS) who provide a free complaints mediation service.
ISCAS,
CEDR, 3rd Floor
100 St. Paul’s Churchyard
London
EC4M 8BU
020 7536 6091
Step 4 – Medical Bodies
If concerns remain or you wish to escalate your complaint beyond Step 3 the following medical bodies will be able to advise.
The General Medical Council (GMC) deals with concerns about doctors.
https://www.gmc-uk.org/concerns
The Nursing & Midwifery Council (NMC) deals with concerns about nurses and other healthcare professionals.
https://www.nmc.org.uk/concerns-nurses-midwives/
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