Patient information
Complaints Policy
This page explains how to raise concerns, how complaints are reviewed, and how outcomes are communicated.
Raising a Concern
Concerns can be raised in person, by phone, or by email.
- Share appointment details and your concern
- State your preferred outcome if known
- Flag urgent clinical concerns immediately
Review Process
Complaints are acknowledged, investigated, and responded to.
- Administrative and clinical records are reviewed
- Relevant staff provide factual input
- A written response is issued with next steps
Escalation
If needed, we explain further review and external options.
- Request leadership review of the outcome
- Use external routes where appropriate
- Feedback is logged for quality improvement