Complaints Procedure

TAC Healthcare Group takes complaints very seriously and we aim to address these in a timely manner. If your complaint cannot be addressed immediately by a member of staff then this policy lays out the procedure for raising complaints and the process and timescales involved.

Complaints should be made verbally, in writing or by email to: charles.ogilvie@theabderdeenclinic.co.uk or in writing to:

Charles Ogilvie
Director of Nursing
The Aberdeen Clinic
387a North Deeside Road
Cults
Aberdeen
AB15 9SX

Tel: 0333 014 3488

You should tell us what your complaint is about and what happened, where it happened and when it happened.

All complaints will be acknowledged by us within three (3) working days.

A full investigation of the issues raised will be undertaken and progress reported to the complainant.

All those involved in the complaint will have the opportunity to give their feedback.

The investigation will be undertaken by the Director of Nursing who will put together a response within twenty (20) working days.

A full report addressing the issues raised will be sent to the complainant.

In the event that the issues are felt not to have been resolved then this should be raising with the General Manager in the first instance who will pass these on for further investigation by a senior member of the team:

Alena Duncan
Chief Operating Officer/NHS Contracts Manager
The Aberdeen Clinic
387a North Deeside Road
Cults
Aberdeen
AB15 9SX

In some cases it may be appropriate to have a face-to-face meeting between the parties to try and address the issues and identify a mutually satisfactory solution.

If the investigation of a complaint is going to exceed the twenty (20) working days identified in this policy we will advise the complainant so that they are aware of the delay and the reason for this delay.

We aim to address all complaints in a satisfactory manner; in the event that you remain dissatisfied then we will try to work with you to provide. solution, which you find acceptable.

If however we are unable to resolve your complaint in a satisfactory manner you are entitled to raise this with an external body; complaints about the standard of care provided by a Medical Consultant should be directed to:

General Medical Council

Complaints about the standard of care provided by Registered Nurses

Nursing and Midwifery Council

Telephone: 0207 333 9333

Both organisations have online complaints forms.

Regulation of Private Clinics is undertaken by Health Improvement Scotland (HIS) if your complaint relates to the standard of care provided at the clinic then you should address your complaint to HIS.

Healthcare Improvement Scotland
Independent Healthcare Team
Gyle Square
1 South Gyle Crescent
Edinburgh
EN12 9EB

Telephone: 0131 623 4342
Email: hcis.clinicregulation@nhs.net

View the HIS independent healthcare complaints procedure here…

Compliments

We are always happy to receive compliments about the services we provide, if you would like to compliment our service please email admin@theaberdeenclinic.co.uk or write to:

Alena Duncan
Chief Operating Officer/NHS Contracts Manager
The Aberdeen Clinic
387a North Deeside Road
Cults
Aberdeen
AB15 9SX