Raising a Concern
If you have a complaint or concern about the service, you have received from us please let us know. We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned.
If you wish to make a formal complaint, please do so as soon as possible, ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem, or within 12 months of discovering that you have a problem. You should address your complaint in writing to the organisation at Well Life Clinic, Station Road East, Oxted, Surrey, RH8 0QG.
Complaining on behalf of someone else
We keep strictly to the rules of medical confidentiality. If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this.
What we will do
We will acknowledge your complaint within three working days and aim to have it fully investigated within 20 working days of the date it was received. If we expect it to take longer, we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances, make it possible for you to discuss the problem with those concerned, make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.
You will receive a final letter setting out the result of any investigations.
Taking it further
If you remain dissatisfied with the outcome of your complaint you may refer the matter to: the Care Quality Commission who are the regulator for our healthcare services.
You can submit your concern via the form below, or send it via email to [email protected], or in the post to the address above (please include your name, patients name (if different), patient’s date of birth, patient’s address and details of the concern. You can also call or attend the clinic directly and ask to speak to the Clinic Manager who will be happy to help.