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Complaints Policy

Complaints Policy

The Dr Tom Clinic is committed to providing safe, high-quality care. We recognise that there may be occasions when patients feel unhappy with an aspect of our service. This procedure explains how to raise a concern or complaint and how it will be handled.

 

Our commitment

We aim to:

  • Listen carefully to all concerns

  • Treat complaints seriously and respectfully

  • Resolve issues as quickly and fairly as possible

  • Use feedback to improve our services

Raising a complaint will not affect your care or future treatment.

 

Who can make a complaint

A complaint may be made by:

  • A patient receiving treatment at the clinic

  • Someone acting on behalf of a patient with their consent

Complaints should relate to the care or service provided by The Dr Tom Clinic.

 

How to make a complaint

We encourage patients to raise concerns as soon as possible.

Complaints can be made:

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Where possible, informal concerns will be addressed promptly at the time they are raised.

 

What to include

To help us investigate your complaint, please include:

  • Your name and contact details

  • A clear description of your concern

  • Dates and details of the service involved

  • What outcome you are hoping for

 

How complaints are handled

All complaints are managed by Dr Tom Kamal.

Once a complaint is received:

  • We will acknowledge receipt within 2 working days

  • We will investigate the complaint fairly and thoroughly

  • You may be contacted for further information if required

  • A written response will be provided within 20 working days where possible

If more time is required, we will keep you informed.

 

Investigation process

The investigation may include:

  • Review of clinical records and documentation

  • Review of policies and procedures

  • Discussion with relevant parties

  • Consideration of clinical and professional standards

Where appropriate, changes will be made to improve our service.

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Outcome and response

Our written response will include:

  • A summary of the complaint

  • Findings of the investigation

  • Any actions taken or planned

  • An apology where appropriate

 

If you are not satisfied

If you are unhappy with the outcome of your complaint, you may escalate your concerns to Healthcare Inspectorate Wales. HIW can be contacted for independent advice or to raise concerns about regulated services.

 

Confidentiality

All complaints are handled confidentially and in line with data protection requirements. Information will only be shared where necessary to investigate the complaint.

 

Learning and improvement

Complaints and feedback are reviewed regularly and used to improve patient care, safety, and service quality.

 

Review of this procedure

This Complaints Procedure is reviewed regularly and updated as required to ensure it remains current and effective.

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