Complaints Policy
Ascend Medical aims to provide high quality services which meet your needs. We believe we achieve this most of the time: if we are not getting it right please let us know.
- We will accept complaints verbally, in writing, or by email
- We will treat all complaints seriously
- We will treat you fairly and courteously
- We will deal with your complaint promptly
- We will deal with your complaint confidentially
When we get things wrong we will:
- Accept responsibility
- Explain what went wrong and why
- Put things right by making any necessary changes required
In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know of for any reason you are not satisfied with your dealings with the organisation.
Concerns and Complaints Procedure
Raising a concern or complaint verbally
If you are unhappy about any of our services, please speak to Dr Spittal.
If you are unhappy with an individual member of staff sometimes it is usually best to tell him or her directly, alternatively please speak to Dr Spittal. If you feel this is difficult or inappropriate then please contact Dr Evans.
Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five working days.
Making a written complaint
If you are not satisfied with our response, or wish to raise the matter more formally, please write to the Dr Spittal.
All written complaints will be logged. You will receive a written acknowledgement within three working days.
The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.
If after we have responded you are not satisfied, please write to the Chief Medical Officer of the CAA who may assist with any further steps to resolve the situation.
Serious Professional Misconduct
Should you have any concerns regarding serious professional misconduct regarding any member of staff you can raise your concerns with Dr Evans, or contact either the Chief Medical Officer of the CAA or the General Medical Council directly. Both organisations have comprehensive information on how to raise a complaint online.
Finally, please also let us know if you are happy with Ascend Medicals services.