Complaints Policy and Procedure
Complaints Policy
At Doghurst Clinic, we are committed to providing safe, high quality, patient centred care. We welcome feedback and take all concerns and complaints seriously, as they help us improve our services.
If something has not met your expectations, we encourage you to tell us so we can address it promptly, fairly, and transparently.
How to Raise a Concern or Complaint
You can raise a concern or make a complaint by:
- Speaking directly to a member of the clinic team
- Emailing us at: info@dermisskin.co.uk
- Writing to us at: Doghurst Clinic, 28 Chipstead Station Parade, Chipstead, CR5 3TF
Where possible, complaints should be made within 12 months of the event, or within 12 months of becoming aware of the issue.
What Happens Next
- We will acknowledge your complaint within 3 working days
- Your complaint will be reviewed by the clinic lead
- We aim to provide a full written response within 20 working days
- If more time is needed, we will keep you informed
Our response will explain what we have found, any actions taken, and how we will prevent similar issues in the future where appropriate.
If You Are Not Satisfied
If you are unhappy with our response, you may escalate your complaint to the Independent Sector Complaints Adjudication Service (ISCAS) or contact the Care Quality Commission (CQC) for information on raising concerns.
Raising a complaint will not affect your care.