Our Complaints Policy

Complaint Procedure

Please let us know if you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice. We operate a practice complaint procedure, and we learn from each complaint.

How to Complain?

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE- ideally within a few days. This enables us to establish what happened more easily. If doing that is not possible, your complaint should be submitted within 12 months of the incident that caused the problem or within 12 months of discovering that you have a problem. You should address your complaint to the Practice Manager in writing. He/she will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible. Please email all complaints to [email protected] AND [email protected]

Complaining On Behalf Of Someone Else

We strictly follow the rules of medical confidentiality. If you are not the patient but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed unless they are incapable (because of illness or infirmity) of providing this.

What We Will Do

We will acknowledge your complaint within three working days and aim to have it thoroughly investigated within ten working days of the date it was received; if we expect it to take longer, we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances, make it possible for you to discuss the problem with those concerned, make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again. You will receive a final letter stating the results of any practice investigations.

At Marco Scarci’s practice, we are committed to providing the highest level of care and professionalism. If you have any concerns or are dissatisfied with any aspect of our service, we encourage you to let us know.

We take all complaints seriously and aim to address them promptly and transparently. To raise a concern, please contact our team via email/phone. We will acknowledge your complaint, investigate thoroughly, and respond with our findings and any necessary actions to resolve the issue.

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