Here at Oakdin, we are committed to delivering safe, high-quality, cost-effective healthcare. We will do our very best to make sure that the time you spend at our Clinic is as comfortable as possible and to provide you with excellent personal and professional care. We therefore welcome all feedback regarding the care and service that you, your family or others experienced during your visit; this page explains how we deal with concerns or complaints you may wish to raise.
Step1 – Making a Complaint
Please contact us in writing as soon as possible after the event you wish to complain about (ideally within a few days), giving as much detail as you can, as this helps us to establish what happened more easily. In any event, this should be:
- within 12 months of the incident; or
- within 12 months of you becoming aware of the matter
You can send your complaint:
By Post to
The Complaints Manager
58 Laindon Road
Essex, CM12 9LD
Or by email to: email@example.com
Step 2 – Responding to your complaint
We aim to settle complaints as soon as possible.
We will usually acknowledge receipt of your complaint within 3 working days. We will then carry out a full investigation into your complaint, and you will usually be sent a full reply within 20 working days. Depending on the nature of your complaint, it can sometimes take a little longer to establish the relevant facts and circumstances, and to complete our investigation; but if we need more time, we will notify you of this and give you an idea of the likely response time.
We believe it’s important that you to have the opportunity discuss the issue with those involved, if it’s appropriate, and if you wish to; so depending on the circumstances, you may be invited to meet with the person(s) concerned to attempt to resolve the complaint. We may also suggest meeting with you if we need to establish further relevant information; a discussion may sometimes be the best way to find out why the issue occured, and to see what we can learn from what went wrong.
When the investigation is complete, a final written response will be sent to you.
Step 3 – If you’re still not happy
If you are unhappy with our response, you can ask for an internal appeal; this will be dealt with by a member of the Board. You will need to let us know that you wish to appeal within 6 months of our response.
The relevant board member will write to you confirming they have been appointed, within 6 working days; and will review the complaint and its handling by the Complaints manager. A final response should be sent to you within 20 working days, but if more time is needed to review the issue, we will let you know and keep you informed. The relevant member of the Board will either confirm the decision taken by the Complaints manager, or offer another solution; this will be the final decision of the Clinic.