We make every effort to give the best service possible to everyone who attends Swell Health Clinic.
If you are unhappy with the care or treatment you have been given you can make a complaint direct to us. We will look at your complaint and answer from whoever was involved.
To make a complaint about a loved one, you will need them to agree to this first.
The first step of making a complaint is to contact us:
Swell Health Clinic
Toebridge,
1279 High Rd,
Totteridge and Whetstone,
London, N20 9HS
Follow the steps below so you can let us know what you are not happy about:
1. Make a note of what happened as soon as you can. This could include dates, times, names and conversations. Include as much information as you can. You might need to look back at these later.
2. Decide what you would like to happen. Would you like an apology? Do you want action taken against a member of staff? Do you think we need to change the way we do things. You should put this in your complaint, so we can best deal with it.
3. If you post your complaint to us, remember to take a copy of it. Make a note of everything you have sent to us and of telephone calls. You might need to look back at them later on.
4. Make the complaint as soon as it happened, if possible or within 12 months if possible. There may be reasons you can’t complain as soon as possible such as if you are grieving.
5. If you are writing, please include your contact details.
You can get help to make a complaint by contacting the following:
• The Independent Sector Complaints and Adjudication Service
https://iscas.cedr.com/patients/complaints-process/
• Your local Citizens Advice Bureau
https://www.citizensadvice.org.uk/
• You may make your complaint in writing or verbally. It may be better if you write so you can keep copies.
• We will contact you by telephone within 1 working day to talk about your complaint and try to sort through it with you.
• If your complaint can’t be settled immediately:
• and you wrote your complaint; you will get a letter within 3 working days to say that we have received it.
• If you spoke to someone about your complaint, you will get a letter within 3 working days to say we have received it, and we will write to you to confirm our understanding of the complaint.
• Any complaint you make will be looked into, and you will get a written letter from the Practice within 25 working days. The letter will say what the findings are and, if suitable, what steps have been taken, so it does not happen again.
• If there are delays in getting back to you, we will keep you updated as often as we can.
• You may be invited to the Practice to discuss your complaint further if everyone agrees that is best. If this happens, you will get written information on what was discussed at the meeting.
• If other organisations are involved, you will be told regularly about the steps we are taking to get facts from them.
• We will try to deal with all complaints in an orderly and efficient way.
We hope that complaints can be sorted out with us at the Practice but there may be times when you feel this hasn’t helped or you are not happy with how we dealt with your complaint. If this happens, you can look for extra help:
• The Independent Sector Complaints and Adjudication Service
https://iscas.cedr.com/patients/complaints-process/
You may discuss any part of the complaints policy with Swell Health Clinic.
Please remember if you make a complaint, your treatment or care is not affected in any way.
