{"id":4124,"date":"2020-11-10T14:29:45","date_gmt":"2020-11-10T14:29:45","guid":{"rendered":"https:\/\/www.thetyburn.com\/?page_id=4124"},"modified":"2020-11-10T16:41:24","modified_gmt":"2020-11-10T16:41:24","slug":"complaints-procedure","status":"publish","type":"page","link":"https:\/\/www.thetyburn.com\/complaints-procedure\/","title":{"rendered":"Complaints Procedure"},"content":{"rendered":"<div id='av_section_1'  class='avia-section main_color avia-section-default avia-no-border-styling  avia-bg-style-scroll  avia-builder-el-0  el_before_av_contact  avia-builder-el-first   container_wrap fullsize' style=' '  ><div class='container' ><main  role=\"main\" itemprop=\"mainContentOfPage\"  class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-4124'><div class='entry-content-wrapper clearfix'>\n<div class=\"flex_column av_one_full  av-animated-generic fade-in  flex_column_div av-zero-column-padding first  avia-builder-el-1  avia-builder-el-no-sibling  \" style='border-radius:0px; '><section class=\"av_textblock_section \"  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock  av_inherit_color '  style='color:#11273c; '  itemprop=\"text\" ><h2>Our Complaints Procedure<\/h2>\n<div  style=' margin-top:0px; margin-bottom:10px;'  class='hr hr-custom hr-left hr-icon-no   avia-builder-el-3  avia-builder-el-no-sibling '><span class='hr-inner  inner-border-av-border-fat' style=' width:50px; border-color:#11273c;' ><span class='hr-inner-style'><\/span><\/span><\/div>\n<p>As a clinic we strive to provide the best possible service for our patients. However, we recognise that sometimes you may feel that we have not met your needs.<\/p>\n<p>If you have any complaint or concern about the service you have received from the doctors or staff working at this centre, you are entitled to ask for an explanation.<\/p>\n<p>We operate an in-house complaints procedure to deal with your complaint. This procedure does not deal with matters of legal liability or compensation.<\/p>\n<h3>Our promise to you<\/h3>\n<p>We will:<\/p>\n<ul>\n<li>Listen to your complaint or concern;<\/li>\n<li>Respond by establishing a clear, appropriate plan of action, and provide you with relevant support and advice;<\/li>\n<li>Improve the service however we can.<\/li>\n<\/ul>\n<h3>How to make your complaint<\/h3>\n<p>We hope that we can resolve your problem easily and promptly, often at the time the problem arises and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint we would like you to do so as soon as possible. This will enable us to establish what happened more easily.<\/p>\n<p>Please make your complaint in writing to the medical director and registered clinic manager, Dr Adam Hazell. If you would like assistance with making your complaint, a member of staff will be able to help you complete a Complaint Form.<\/p>\n<p>Please be assured that any complaint you make, written or verbal, will be treated in strict confidence and have no effect upon the level of treatment and care that you receive at the practice.<\/p>\n<p>If you would prefer a family member, friend or advocate to make the complaint on your behalf, they may do so and the centre will work with them, and yourself, to resolve the problem. However, whilst we can receive a complaint on your behalf, we cannot provide any medical information to a third party without your authority. To discuss or provide confidential information we would require a note signed and dated by you. A member of our staff would be happy to assist you with this.<\/p>\n<h3>What happens next?<\/h3>\n<p>Your complaint will be acknowledged within two working days of receiving it. This may well be a phone call from Dr Hazell to you (or your advocate) to make sure we fully understand your complaint.<\/p>\n<p>We aim to make a full response to you within the next 28 working days. During that time we will conduct an investigation to find out what has happened and whether there is any action that can be taken to put things right. If at the end of 21 days, we are still conducting our investigations, we will notify you of the position and keep you fully informed until our investigations have been concluded.<\/p>\n<p>As a result of the practice investigation we will:<\/p>\n<ul>\n<li>Make sure you receive an apology.<\/li>\n<li>Find out what has happened and what went wrong.<\/li>\n<li>Make it possible for you to discuss the problem with those concerned.<\/li>\n<li>Keep you informed of our progress.<\/li>\n<li>Identify what we can do to make sure that problem does not happen again.<\/li>\n<\/ul>\n<h3>Getting further help with your complaint<\/h3>\n<p>We hope that, through our practice complaints procedure, we can resolve your problem satisfactorily. We believe that this will give us the best chance to put the matter right with you and the opportunity to improve our services for all our patients<\/p>\n<p>Dr Hazell is a member of the Independent Doctors Federation and will refer to the IDF if internal resolution cannot be achieved. Should there still be an impasse then the IDF will refer the complaint to the Independent Healthcare Sector Complaints Adjudication Service. ISCAS and its findings will be final to both parties.<\/p>\n<p>You may also contact the Care Quality Commission, if you feel that your complaint is not being dealt with in a satisfactory manner, on <a href=\"tel:03000 616161\">03000 616161<\/a>. (Note: the CQC will not arbitrate in a complaint but require the provider to make their (CQC) contact details available to the service user).<\/p>\n<p>We work hard to deliver an excellent patient experience, but if you are ever not completely satisfied with the service you have received at The Tyburn, we strongly urge you to get in touch with us immediately. We take any complaints very seriously. Please fill in the contact form below or email us at <a href=\"mailto:office@thetyburn.com\">office@thetyburn.com<\/a>.<\/p>\n<\/div><\/section><br \/>\n<div  class='avia-button-wrap avia-button-left  avia-builder-el-4  el_after_av_textblock  avia-builder-el-last ' ><a href='https:\/\/www.thetyburn.com\/wp-content\/uploads\/2020\/11\/C04-Complaints.pdf'  class='avia-button av-icon-on-hover avia-color-theme-color   avia-icon_select-yes-right-icon avia-size-medium avia-position-left '   ><span class='avia_iconbox_title' >OUR COMPLAINTS POLICY AND PROCEDURE<\/span><span class='avia_button_icon avia_button_icon_right' aria-hidden='true' data-av_icon='\ue87d' data-av_iconfont='entypo-fontello'><\/span><\/a><\/div><\/p><\/div><\/div><\/div><\/main><!-- close content main element --><\/div><\/div><div id='after_section_1'  class='main_color av_default_container_wrap container_wrap fullsize' style=' '  ><div class='container' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-4124'><div class='entry-content-wrapper clearfix'><form action=\"https:\/\/www.thetyburn.com\/complaints-procedure\/\" method=\"post\"  class=\"avia_ajax_form av-form-labels-hidden   avia-builder-el-5  el_after_av_section  avia-builder-el-no-sibling  av-centered-form   \" data-avia-form-id=\"1\" data-avia-redirect='' ><fieldset><p class='  first_form  form_element form_element_third' id='element_avia_1_1'><label for=\"avia_1_1\">Name <abbr class=\"required\" title=\"required\">*<\/abbr><\/label> <input name=\"avia_1_1\" class=\"text_input is_empty\" type=\"text\" id=\"avia_1_1\" value=\"\"  placeholder='Name*'\/><\/p><p class='  form_element form_element_third' id='element_avia_2_1'><label for=\"avia_2_1\">Email <abbr class=\"required\" title=\"required\">*<\/abbr><\/label> <input name=\"avia_2_1\" class=\"text_input is_email\" type=\"text\" id=\"avia_2_1\" value=\"\"  placeholder='Email*'\/><\/p><p class='  form_element form_element_third' id='element_avia_3_1'><label for=\"avia_3_1\">Number <abbr class=\"required\" title=\"required\">*<\/abbr><\/label> <input name=\"avia_3_1\" class=\"text_input is_empty\" type=\"text\" id=\"avia_3_1\" value=\"\"  placeholder='Number*'\/><\/p><p class='  first_form  form_element form_fullwidth av-last-visible-form-element' id='element_avia_4_1'><label for=\"avia_4_1\" class=\"textare_label hidden textare_label_avia_4_1\">Message <abbr class=\"required\" title=\"required\">*<\/abbr><\/label><textarea  placeholder='Message*' name=\"avia_4_1\" class=\"text_area is_empty\" cols=\"40\" rows=\"7\" id=\"avia_4_1\" ><\/textarea><\/p><p class=\"hidden\"><input type=\"text\" name=\"avia_5_1\" class=\"hidden \" id=\"avia_5_1\" value=\"\" \/><\/p><p class=\"form_element \"><input type=\"hidden\" value=\"1\" name=\"avia_generated_form1\" \/><input type=\"submit\" value=\"Submit\" class=\"button\"  data-sending-label=\"Sending\"\/><\/p><\/fieldset><\/form><div id=\"ajaxresponse_1\" class=\"ajaxresponse ajaxresponse_1 hidden\"><\/div><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.6 - 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