Complaints Procedure

We strive to provide the best possible service for our patients. However, we recognise that sometimes you may feel that we have not met your expectations or needs.

If you have any concerns about a doctor or member of staff at the clinic then you are entitled to ask for an explanation. We aim to deal with concerns via an in-house complaint’s procedure. This procedure does not deal with matters of legal liability or compensation.

Our Promise to You

At Better bloods, we are committed to delivering the highest standard of care. If you have a concern or complaint, we promise to:

• Listen  carefully and respectfully to your complaint or concern.
• Respond with a clear and appropriate plan of action, along with relevant support and guidance.
• Improve our service wherever possible based on your feedback.

How to Make a Complaint

We aim to resolve concerns quickly and informally, often at the time they arise and directly with the person involved.

However, if your concern cannot be resolved in this way and you wish to make a formal complaint, we encourage you to do so as soon as possible. This helps us understand what happened and respond effectively.

To make a complaint:

• Please submit your complaint in writing, where possible, addressed to Betterbloods at info@betterbloods.co.uk
• If you need assistance, a member of our team will be happy to help you complete a Complaint Form.

Be assured that any complaint—written or verbal—will be treated with strict confidentiality and will in no way affect the quality of care or treatment you receive.

What Happens Next

Once we receive your complaint, we will:

• Acknowledge your complaint within two working days.
      This may include a phone call from the clinic to you (or your  advocate) to ensure we fully understand the nature of your concern.
• Respond fully within 28 working days.
      During this time, we will carry out a thorough investigation to understand      what happened and determine any actions needed to address the issue.

If we are unable to complete our investigation within 28 working days, we will:

• Notify you of the delay
• Keep you regularly updated until the process is concluded

Following Our Investigation

Based on the outcome of our investigation, we will:

• Offer a sincere apology if we find we were at fault
• Clearly explain what happened and what went wrong
• Arrange for you to discuss the issue with those involved, if you would find      this helpful
• Keep you informed throughout the process
• Take steps to prevent the issue from happening again

Getting Further Help with Your Complaint

We aim to resolve your concerns through our internal complaints procedure, as this provides the best opportunity to address the issue and improve our services.

However, if you feel your complaint has not been handled satisfactorily, you may contact the following independent bodies:

• Care Quality Commission (CQC)
      Phone: 03000 616161
      Website: www.cqc.org.uk
• Independent Healthcare Sector Complaints Adjudication Service (ISCAS)
      Phone: 07833 484984
      Website: www.iscas.org.uk

Suggestion Box

Your feedback matters.
If you have any suggestions or ideas to help us improve our service, please complete a Suggestion Form and place it in the Suggestion Box located in the waiting room