Making A Complaint
In the same way that our staff are encouraged to communicate with patients, patients have an equal right to communicate with us. If you have any issues, staff will be receptive, or arrange for you to speak with their line manager if you prefer.
Where you feel there is a need to take the matter further, we will be supportive. Harley Street Orthodontics follows The Care Quality Commission guidelines and ISCAS codes of practice for complaints management.
Complaints are dealt with as quickly as possible and treated equally, regardless of the reason, or a patient’s age, disability, or ethnic background. If you wish, we will assist you with the complaint procedure.
Patients are asked in the first instance (Stage 1) to make a complaint by using the dedicated online form below.
Your complaint will be given every attention. If further investigation is required before a full response, we will let you know and give a time scale for a full reply. Our objective is always to properly understand your complaint and to find the right solution. If you are unhappy with this initial response, then Stage 2 is to escalate via email F.A.O the Group Chief Executive at complaints@akessa.com.
Taking The Matter Further
Should you not be satisfied with our response, you have the right to approach external bodies (Stage 3) who specialise in complaint management, or adjudication.
For private patients, if you are not happy with the outcome of a complaint, you should contact ISCAS (Private and Insured Patients) or the ombudsman for NHS patients. Details below:
The Independent Sector Complaints Adjudication Service
4th Floor, 70 Fleet Street, London, EC4Y 1EU. Alternatively, you can email them via info@iscas.org.uk or telephone: 0207 536 6091
For NHS referred patients, if you are not happy with the outcome of the complaint, please contact:
The Parliamentary and Health Service Ombudsman (PHSO)
You can call them on 0345 015 4033 or use the complaints procedure on www.ombudsman.org.uk
All patients also have the option of approaching the Care Quality Commission. They can be contacted on: 03000 616161, or by email to: enquiries@cqc.org.uk
Helping Us To Improve
Where a complaint is made, the priority is to address this on an individual basis. Your input also provides an opportunity to learn.
Any organisation should welcome an outside perspective, which can bring valuable experience to the table. Medical care is about patients and understanding their viewpoint.