Making a complaint

West Wing Doctors is committed to providing a high-quality healthcare service. If any patient is unhappy with any aspect of the healthcare service being provided, they will be invited to make a complaint.

Complaints may be made verbally or in writing, Staff will escalate all complaints to the Medical Director (Complaints Lead) if they are unable to resolve them. Complainants will receive a written acknowledgement of their complaint within 3 working days.

If unable to satisfy the complainant West Wing doctors will escalate and if necessary, refer the complaint to an independent complaints adjudicator and cooperate with any independent review of a complaint that has been escalated. 

No patient, or person acting on their behalf, will be discriminated against for making a complaint. No person's care and treatment at West Wing Doctors will affected in any way if a complaint is made by them or on their behalf. All staff will ensure that they take time to listen to the concerns raised and reassure the person complaining that it will not have any adverse impact on their care and treatment. 

Written information on the complaints procedure is available for patients within the West Wing Doctors premises and can be made available.